Customer Success Manager

Prodigal; Maharashtra; Hybrid; INR 10,00,000 - 15,00,000; Full time

Job summary

A leading consumer finance technology company is seeking a Customer Success Manager in Mumbai to advocate for customer needs and drive success. Applicants should have 4+ years of customer-facing experience in a B2B SaaS environment. The role involves managing customer relationships, enhancing user experience, and working collaboratively across teams. Offering a hybrid model, benefits like health insurance, and a flexible schedule, this position is ideal for proactive relationship builders.

Benefits

Health insurance

Food at the office

Flexible schedule

Generous leave policy

Continuous education opportunities

Qualifications

• 4+ years in a customer-facing role with North American customers.
• Experience in a B2B SaaS environment.
• Strong interpersonal skills with a proven track record.

Responsibilities

• Lead the customer lifecycle from onboarding to retention.
• Develop understanding of each customer's business and needs.
• Manage customer accounts focusing on retention and growth.

Skills

Customer Engagement & Retention

Problem-Solving

Relationship Building

Time Management

Education

Bachelor's degree in a relevant field

Job description

Overview

At Prodigal, we’re reshaping the future of consumer finance. Founded in 2018 by IITB alumni, our mission is to eradicate inefficiencies and confusion in lending and collections. We are pioneering consumer finance intelligence with our Intelligence Engine to create a next-generation agentic workforce for consumer finance. We process over half a billion interactions and partner with more than 100 leading companies across North America, delivering AI-powered solutions to revolutionize the industry. We are driven to transform how consumer finance companies engage with customers and drive successful outcomes.

About The Role

We are seeking an experienced Customer Success Manager (CSM) to join our team. You will be the primary advocate for our customers, driving their success with Prodigal. As a CSM, your role will encompass the full customer lifecycle—from onboarding to driving adoption, retention, and satisfaction.

Key Competencies

• Customer Engagement & Retention: Proactively increase product usage, manage cross-selling and up-selling, and maintain a healthy Net Revenue Retention (NRR). Focus on zero churn while ensuring long-term customer relationships.
• Product Expertise: Possess a deep understanding of Prodigal's solutions to support customers and provide relevant guidance.
• Results-Driven: Success will be measured by scaling Annual Recurring Revenue (ARR), maintaining positive NPS, CSAT, and fostering customer growth.

Key Responsibilities

• Own the Customer Journey: Lead the customer lifecycle from post-onboarding through ongoing relationship management. Ensure an exceptional user experience at every stage, identifying and addressing both stated and unstated customer challenges to drive adoption and deliver business value.
• Build Deep Customer Understanding: Develop a comprehensive understanding of each customer's business, motivations, processes, and desired outcomes. Use these insights to design customized solutions that maximize success and drive value.
• Drive Growth & Retention: Manage customer accounts strategically, focusing on retention, cross-selling, and up-selling. Analyze engagement and adoption metrics to continuously improve satisfaction and create growth opportunities.
• Champion the Customer Voice: Act as the voice of the customer within Prodigal. Work closely with Product, Sales, and Growth teams to align product offerings with customer needs and communicate customer feedback to influence product development.
• Foster Cross-functional Collaboration: Collaborate with Sales, Growth, and Product teams to streamline processes for pilots, onboarding, training, and customer support. Work with cross-functional teams to ensure customers realize ROI and unlock strategic growth.
• Set Clear Expectations: Transparently communicate product capabilities and limitations to customers. Proactively navigate challenges to maintain trust and uphold long-term relationships.
• Data-Driven Insights: Leverage usage data and customer feedback to refine strategies, improve product adoption, and provide actionable insights that help clients optimize their operations.
• Proactively Manage Churn Risks: Identify early warning signs of potential churn and take proactive measures to mitigate them, ensuring a healthy and stable customer base.
• Client Advocacy & Upselling: Advocate for customer needs within the company, driving product improvements and identifying upselling opportunities to expand customer value.
• Strategic Thinking & Project Management: Bring strategic insights to client interactions and expertly manage project timelines, priorities, and customer expectations.
• Renewals & Expansion: Collaborate with Sales to manage contract renewals and identify opportunities for account expansion, ensuring sustained growth.

Requirements

• Experience: 4+ years in a customer-facing role with North American customers, preferably in a B2B SaaS environment.
• SaaS Expertise: Proven experience as a Customer Success Manager, Implementation Specialist, or similar role within a high-growth, startup B2B SaaS company.
• Problem-Solving: Ability to navigate ambiguity, diagnose customer problems, and devise innovative solutions that ensure customer success.
• Proactive & Motivated: Self-driven with a creative approach to drive adoption, customer loyalty, and retention.
• Relationship Builder: Strong interpersonal skills and a proven track record of building long-lasting customer relationships.
• Strategic Partner: Comfortable and confident in client-facing interactions, always acting with a strategic mindset.
• Collaborative: Able to work effectively across teams and departments, driving outcomes through cooperation.
• Curiosity & Problem-Solving: A natural problem-solver with a curious mindset, always seeking ways to improve processes and outcomes.
• Time Management: Ability to prioritize and manage multiple tasks and client accounts simultaneously.

Flexible Hours: Willingness to work US hours (until 4:30 pm US Eastern Time).

Location: Mumbai (Hybrid)

• 1st 2 months - Everyday in office for training and collaborating closely with colleagues
• Hybrid (twice a week) after the first 2 months

Job Benefits

• GenAI experience – Work directly in the innovative field of GenAI, shaping groundbreaking projects that redefine consumer finance intelligence.
• World-class team - Learn from and collaborate with professionals from top firms and universities (BCG, Deloitte, EY, Blackstone, Meta, Amazon; IIT, IIM, BITS alumni).
• Continuous education - We sponsor training materials, books, courses, and exam fees for upskilling related to your role; additional learning requests are considered.
• Food at the office – Meals are provided.
• Health insurance - Insurance coverage for you and your family.
• Flexible schedule - You are trusted to work in a way that suits you and your teammates for seamless collaboration.
• Generous leave policy - No cap on vacation; a rested mind is a productive mind.
• Recreation & team activities – Regular team events and activities.

From day 1, Prodigal has been defined by talented, humble, and hungry leaders. If you have an entrepreneurial spirit and want to work in a fast-paced, intellectually-stimulating environment where you will be pushed to grow, please reach out. We are building a transformational company that reinvents one of the biggest industries in the US.

To learn more about us, visit:

Our Story - https://www.prodigaltech.com/our-story

What shapes our thinking - https://link.prodigaltech.com/our-thesis

Our website - https://www.prodigaltech.com/