Customer Success Specialist

Digitap.ai; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Digitap.ai in Bengaluru, India is seeking a Customer Success Specialist to ensure smooth onboarding and ongoing support for enterprise clients. You will manage onboarding from initiation to go-live and work closely with Product, Engineering, and Risk teams to ensure successful adoption of our AI/ML-driven SaaS solutions.

The role requires a customer-first mindset with basic technical knowledge of REST APIs, JSON, and API testing tools such as Postman.

Qualifications

• 2–5 years experience in Customer Success, Client Success, Technical Support, Implementation, SaaS Support, or a similar role.
• Basic understanding of REST APIs, HTTP methods, JSON, API responses, and status codes.
• Hands-on experience with Postman or other API testing tools.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong client-handling and relationship-management abilities.
• Ability to understand technical issues and explain them clearly to non-technical stakeholders.
• Strong ownership and attention to detail.
• Ability to collaborate effectively with Product, Engineering, Risk, and other internal teams.
• Willingness to learn and work in a fast-paced SaaS and Fintech environment.

Responsibilities

• Manage and coordinate customer onboarding and implementation from initiation to go-live.
• Understand customer requirements and translate them into actionable implementation and support activities.
• Provide first-level technical support for API and integration-related queries.
• Analyze REST API requests, responses, JSON payloads, status codes, and error messages to troubleshoot issues.
• Use Postman or similar API testing tools to test APIs and validate integrations.
• Coordinate with Product and Engineering teams to investigate and resolve technical issues.
• Maintain regular communication with clients and provide timely updates on open issues and requests.
• Build and maintain strong relationships with customers and act as a trusted point of contact.
• Track onboarding milestones, issues, dependencies, and resolutions to ensure timely implementation.
• Identify recurring customer issues and contribute to improving documentation, processes, and product experience.
• Gather customer feedback and communicate insights internally to help improve products and services.
• Support customer adoption and ensure a positive experience throughout the customer lifecycle.

Skills

Customer-centric mindset

REST API concepts

Analytical thinking

Strong communication

Client relationship management

Team collaboration

Problem-solving

Willingness to learn

Tools

Postman

Job description

About DIGITAP.AI

DIGITAP.AI is an Enterprise SaaS company providing advanced AI/ML and Alternate Data

Solutions to new-age, internet-driven businesses. Our solutions enable reliable, fast, and compliant Customer Onboarding, Automated Risk Management, Fraud Detection, and other value-added services.

Our proprietary Machine Learning algorithms and modules deliver industry-leading success rates. We work with some of India’s leading digital lenders, bringing together deep expertise in Fintech, Product & Risk Management, Fraud Detection, and Risk Analytics.

About The Role

We are looking for a Customer Success Specialist who will be responsible for ensuring a seamless customer onboarding experience and providing ongoing support to our clients.

The ideal candidate should have a customer-first approach combined with basic technical knowledge of REST APIs, JSON, and API testing tools such as Postman. You will work closely with customers and internal Product, Engineering, and Risk teams to understand requirements, troubleshoot issues, and drive successful adoption of DIGITAP.AI's solutions.

Key Responsibilities

• Manage and coordinate customer onboarding and implementation from initiation to go-live.
• Understand customer requirements and translate them into actionable implementation and support activities.
• Provide first-level technical support for API and integration-related queries.
• Analyze REST API requests, responses, JSON payloads, status codes, and error messages to troubleshoot issues.
• Use Postman or similar API testing tools to test APIs and validate integrations.
• Coordinate with Product and Engineering teams to investigate and resolve technical issues.
• Maintain regular communication with clients and provide timely updates on open issues and requests.
• Build and maintain strong relationships with customers and act as a trusted point of contact.
• Track onboarding milestones, issues, dependencies, and resolutions to ensure timely implementation.
• Identify recurring customer issues and contribute to improving documentation, processes, and product experience.
• Gather customer feedback and communicate insights internally to help improve products and services.
• Support customer adoption and ensure a positive experience throughout the customer lifecycle.

Required Skills & Qualifications

• 2–5 years of experience in Customer Success, Client Success, Technical Support, Implementation, SaaS Support, or a similar role.
• Basic understanding of REST APIs, HTTP methods, JSON, API responses, and status codes.
• Hands-on experience with Postman or other API testing tools.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong client-handling and relationship-management abilities.
• Ability to understand technical issues and explain them clearly to non-technical stakeholders.
• Strong ownership and attention to detail.
• Ability to collaborate effectively with Product, Engineering, Risk, and other internal teams.
• Willingness to learn and work in a fast-paced SaaS and Fintech environment.

Good to Have

• Experience working with Fintech, Digital Lending, BFSI, Payments, or Risk/Fraud platforms.
• Experience with customer onboarding or API-based product implementations.
• Familiarity with API documentation tools and platforms.
• Basic understanding of KYC, fraud detection, risk assessment, or digital lending workflows.
• Experience working with enterprise or B2B SaaS customers.

What You’ll Gain

• Opportunity to work with AI/ML-driven Enterprise SaaS solutions.
• Exposure to India's fast-growing Fintech and digital lending ecosystem.
• Hands-on experience with APIs, integrations, customer onboarding, risk management, and fraud detection.
• Opportunity to work closely with leading digital lenders and cross-functional technology teams.
• A role with strong opportunities for learning, ownership, and career growth.