Customer Success Manager

Digio.in; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Digio is seeking a Customer Success Manager in Bengaluru to serve as a trusted advisor for top-tier accounts. You will drive product adoption, account growth, and long-term advocacy by leveraging data-driven insights from Grafana and Digio standards.

You will manage strategic relationships, conduct QBRs, provide consultative product guidance, and ensure rapid resolution of issues across multiple channels while aiming to expand revenue and reduce churn.

Qualifications

• 2–5 years in Customer Success, Account Management, or solution-consulting (FinTech/SaaS preferred).
• Strong data interpretation and ability to use data visualization tools.

Responsibilities

• Build strategic relationships with top-tier accounts and lead QBRs to align roadmaps with client goals.
• Conduct dashboard walkthroughs and propose product optimizations based on Digio standards.
• Monitor client health using usage/volume data via Grafana/Metabase; translate data into outreach actions.
• Own end-to-end escalation and ensure quick resolutions across WhatsApp, email, Slack, and calls.
• Lead revenue growth by identifying cross-sell/upsell opportunities and mitigating churn.
• Coordinate root cause analyses and host war-room sessions to resolve complex flows.

Skills

Data interpretation

Grafana/Metabase

Consultative selling

Communication skills

Content creation

Tools

Grafana

Metabase

Job description

Digio is a fast growing, funded, profitable product startup based in Bangalore founded in 2016 by ex-Flipkart, Twitter folks, playing a key role in India’s Digital story. The company is building software platforms and products to power business processes, to go paperless and digital in order to bring down cost overheads, time involved in erstwhile offline business processes, thereby being instrumental in increasing operational efficacy and human productivity along with enabling presence-less digital reach and super rich end user experience.

Existing Digio platform can be used for end to end journeys including:Digital Documentation ( eg - Agreements, Dynamic Forms, eStamping etc), Digital onboarding with eKYC (eg - Video KYC, DigiLocker, ID card OCR with Verification APIs, Face Match etc.), eNACH and UPI for recurring payments.

Digio provides APIs and SDKs to enable any web or mobile based product to opt Digital journeys built over IndiaStack and Deep Tech (AI/ML). Digio is the market leader in India for Digital onboarding and has played a key role so far in enabling Digital Transformation in India by empowering a large part of the Indian eco-system, specifically the Fintech sector of India. Digio has been honoured as the world’s most 100 innovative Regtech companies by World Fintech Forum.

For more information about our company, please visit our website or check out our LinkedIn profile

Role Overview

As a Customer Success Manager at Digio, you are the trusted advisor and primary strategic partner for our top-tier (Top 100) accounts. With 2-5 years of experience, you will move beyond reactive support to drive deep product adoption, account growth, and long-term advocacy. You will act as the "Product Consultant," using data-driven insights from data and Digio’s internal standards to ensure our clients achieve measurable business outcomes.

Key Responsibilities

• 1. Strategic Relationship Management & QBRs: Build multi-level stakeholder trust through structured cadence meetings. Lead high-stakes Quarterly Business Reviews (QBRs) to prove ROI and align Digio’s roadmap with client goals.
• 2. Consultative Product Guidance: Conduct thorough Dashboard Walkthroughs for new and existing clients to ensure they are utilizing all relevant features.
  • Proactively recommend product optimizations and "best-practice" configurations based on Digio Standards to improve the client’s internal efficiency.
• 3. Data-Driven Monitoring: Take ownership of verifying client health by monitoring usage and volume data via Grafana/metabase.
  • Identify anomalies, drops in volume, or missed opportunities in real-time and translate these data points into actionable outreach.
• 4. SLA Management: Act as the primary functional anchor for all client queries, maintaining extreme responsiveness across multiple streams. You are responsible for the end-to-end resolution of technical tickets within defined SLAs.
  • WhatsApp (High-Velocity): Maintain 100% ownership of dedicated client WhatsApp groups. Ensure instant acknowledgement of queries and maintain a high-touch, professional engagement rhythm.
  • Mail, Slack & Voice/Video Calls: Lead formal communication for Root Cause Analysis (RCA) and host technical "war-room" sessions (Zoom/Meet) to live-debug complex flows.
• 5. End-to-End Escalation Management: Act as the ultimate point of accountability for client grievances. Navigate the internal escalation matrix to pull in Tech/Product/Sales leads, ensuring a swift resolution while keeping the client informed in real-time.
• 6. Revenue Growth & Churn Mitigation: Identify cross-sell/upsell opportunities to meet a 20% expansion target per account. Maintain Zero Churn by identifying "at-risk" behaviors early through data monitoring.

Required Skills & Qualifications

• Experience: 2-5 years in Customer Success, Account Management, or a Solution-consulting role (FinTech or SaaS experience is highly preferred).
• Analytical Proficiency: Strong ability to interpret data. Hands-on experience (or a quick learning curve) with Grafana/metabase or similar data visualization tools is essential.
• Consultative Selling: Ability to identify a client’s "pain point" and map it to a Digio solution or "standard" best practice.
• Communication & Availability: Exceptional verbal/written skills. Comfortable managing high-velocity communication on WhatsApp.
• Content Creation: Ability to draft clear, concise FAQs and reports that simplify complex technical products for non-technical users.

Success Metrics (KRAs)

• Retention: 100% Gross Revenue Retention (Zero Churn) in top-tier accounts.
• Expansion: Achieving a 20% growth in account revenue through cross-selling and upselling.
• Responsiveness: 100% adherence to response time SLAs on WhatsApp and official channels.
• Client Health: Consistent monitoring of volume via Grafana, with proactive "save" actions taken for accounts showing declining trends.
• Satisfaction: Maintaining a CSAT score between 80% and 90%.