Customer Success Manager

Gatipay; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Gatipay Technologies is seeking a Manager – Customer Success to own and manage the customer journey across the company’s lending and financing ecosystem. This role sits at the intersection of customer engagement, business development and financial services, focusing on identifying opportunities, guiding onboarding, coordinating stakeholders and building long-term relationships.

The candidate will convert qualified opportunities into mandates, ensuring a seamless customer experience throughout

Qualifications

• 4+ years in Customer Success, onboarding, sales, account management or relationship management within financial services.
• Experience building customer relationships and driving business conversions.
• Familiarity with lending products, onboarding and credit processes is a plus.

Responsibilities

• Identify and qualify potential customers within Gatipay ecosystem by understanding business requirements and fitment for lending solutions.
• Drive end-to-end onboarding journey from engagement to mandate conversion and onboarding.
• Articulate Gatipay's lending products, eligibility criteria and processes; address customer queries.

Skills

Customer relationship management

Customer onboarding

Business development

Lead conversion

Analytical thinking

Problem solving

Communication

Interpersonal skills

Stakeholder coordination

Education

Bachelor's degree in Business, Finance or related field

Job description

Gatipay Technologies is looking for a Manager – Customer Success to own and manage the customer journey across the company's lending and financing ecosystem.

This role sits at the intersection of customer engagement, business development and financial services. The ideal candidate will be responsible for identifying the right customer opportunities, understanding financing requirements, guiding customers through the onboarding process, coordinating with internal and external stakeholders, and building long-term customer relationships.

The role will play a critical part in converting qualified opportunities into successful mandates while ensuring a seamless customer experience throughout the lending journey.

Key Responsibilities

About the Role

Gatipay Technologies is looking for a Manager – Customer Success to own and manage the customer journey across the company's lending and financing ecosystem.

This role sits at the intersection of customer engagement, business development and financial services. The ideal candidate will be responsible for identifying the right customer opportunities, understanding financing requirements, guiding customers through the onboarding process, coordinating with internal and external stakeholders, and building long-term customer relationships.

The role will play a critical part in converting qualified opportunities into successful mandates while ensuring a seamless customer experience throughout the lending journey.

Key Responsibilities

• Identify and qualify potential customers within the Gatipay ecosystem by understanding their business requirements and assessing their fitment for Gatipay's lending solutions.
• Drive the end-to-end customer onboarding journey, from initial engagement and requirement discovery to mandate conversion and successful onboarding.
• Clearly articulate Gatipay's lending products, value proposition, eligibility criteria and processes while addressing customer queries and concerns.
• Convert qualified leads into business mandates and ensure a seamless transition from lead generation to customer onboarding.
• Own customer coordination for the timely collection and validation of information and documentation required for credit assessment and onboarding.
• Work closely with the Credit Underwriting team and partner lenders, including banks and NBFCs, to facilitate efficient credit evaluation and disbursement.
• Manage the customer onboarding portfolio and monitor pipeline movement, turnaround times and conversion outcomes.
• Proactively identify and resolve bottlenecks in the customer journey to improve onboarding efficiency and customer experience.
• Build strong, long-term customer relationships and identify opportunities for cross-selling, upselling, repeat lending and additional financing solutions.
• Develop a strong understanding of evolving customer needs and emerging financing requirements across the agri and trade ecosystem.

Required Experience

• 4+ years of experience in Customer Success, Customer Onboarding, Sales, Account Management or Relationship Management within the financial services sector.
• Demonstrated experience in managing customer relationships and driving business conversions.
• Strong ability to understand customer requirements and assess their suitability for relevant financial products or solutions.
• Experience working in fintech, lending, BFSI or a related financial services environment will be preferred.
• Familiarity with lending products, customer onboarding and credit processes will be an advantage.

Qualifications

• Bachelor's degree in Business, Finance or a related field.
• Relevant professional experience in financial services, fintech or lending will be considered an advantage.

Key Skills

• Customer relationship management
• Customer onboarding and journey management
• Business development and lead conversion
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Stakeholder coordination
• Pipeline and portfolio management
• Understanding of lending products and financial services
• Ability to manage multiple customer requirements and priorities