Customer Success Manager

Leeway Consulting; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Leeway Consulting is seeking a Customer Success role to drive onboarding, adoption, and ongoing value for B2B fintech banking clients in Bengaluru. You will act as the main post-sales contact, guiding customers through product workflows, best practices, and renewal processes.

This position requires strong communication, experience with CRM/CS tools, and the ability to collaborate with Sales, Product, and Engineering in a fast-paced, multicultural environment.

Qualifications

• Strong verbal and written communication skills are essential.
• Exposure to B2B SaaS products, preferably in Fintech or Banking.
• Basic understanding of SaaS concepts: onboarding, adoption, churn, renewals.
• Familiarity with CRM/CS tools and multi-stakeholder collaboration.

Responsibilities

• Assist onboarding of new B2B customers and guide adoption.
• Act as primary post-sales contact for assigned accounts.
• Monitor usage, health scores, and engagement metrics; identify risks and gaps.
• Support renewal processes by delivering ongoing value and relationship mgmt.
• Collaborate with Sales, Product, and Engineering to relay customer feedback.

Skills

Communication skills

B2B SaaS exposure

Fintech/Banking familiarity

CRM & CS stakeholder management

Stakeholder management

Tools

Salesforce

HubSpot

Gainsight

Zendesk

Job description

Role & responsibilities

Customer Onboarding & Adoption

• Support onboarding of new B2B customers, ensuring smooth implementation and early value

realization.

• Act as a primary point of contact for assigned accounts during post-sales lifecycle.
• Assist customers in understanding product features, workflows, and best practices.
• Track onboarding milestones and ensure timely go-lives.

Customer Success & Retention

• Monitor customer usage, health scores, and engagement metrics.
• Proactively identify risks, adoption gaps, and opportunities to improve customer satisfaction.
• Support renewal processes by ensuring consistent value delivery and relationship management.
• Handle customer queries, escalations, and coordination with internal support teams.

Cross-Functional Collaboration

• Work closely with Sales to ensure smooth handover from sales to post-sales.
• Collaborate with Product and Engineering teams to relay customer feedback and feature

requests.

• Assist in preparing customer success reports, QBRs, and performance dashboards.
• Maintain accurate account information in CRM and CS tools.

Industry-Specific Engagement (Banking & Fintech)

• Understand client requirements related to compliance, security, data privacy, and regulatory

standards.

• Support customers in navigating implementation within regulated environments.
• Assist in explaining technical workflows to non-technical stakeholders.

Preferred candidate profile

• Exposure to B2B SaaS products, preferably in Fintech or Banking.
• Strong communication skills (verbal & written); ability to work with diverse stakeholders.
• Basic understanding of SaaS concepts: onboarding, adoption, churn, renewals.
• Comfortable working with CRM and CS tools (Salesforce, HubSpot, Gainsight, Zendesk, etc.).
• Ability to work in a fast-paced, multicultural UAE business environment.