Customer Success Manager

prodigal; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Prodigal, a connected AI platform for financial institutions, seeks a Customer Success Manager based in Mumbai. You will own post-handover accounts, drive ongoing value, and expand relationships across Prodigal's product suite.

You will engage with day-to-day users up to CXOs, delivering measurable ROI and ensuring renewals through data-driven insights. In this role, you will leverage AI tools to accelerate outcomes, run executive-level conversations, and partner with Deployment, Engineering,

Qualifications

• 3-5 years of experience in Customer Success, ideally in a B2B Agentic AI environment.
• Experience working with North America-based customers
• Based out of our Mumbai office, 5 days a week
• Familiar with 0→1 Customer Success
• Available during US business hours (until 4:30 PM ET)
• Strong customer-first mindset with excellent verbal and written communication

Responsibilities

• Own the relationship: a portfolio of accounts post-handover from Deployment, from day-to-day users to CXOs.
• Drive value realization: show measurable ROI and defend renewals/expansion.
• Drive growth: focus on adoption, renewals, and cross-sell opportunities.
• Go deep on customer business to identify untapped opportunities.
• Run QBRs and build testimonials and case studies.
• Collaborate across Deployment, Engineering, Product, Marketing, Analytics, and Support to catch risks early.

Skills

Customer Success

North America customers

0→1 CS

US business hours

Communication

Job description

About Prodigal

Prodigal is the connected AI platform leading financial institutions use to run their operations.

We work with banks, lenders, credit unions, and other financial companies that lend money to people and manage those relationships over time.

These institutions make millions of high-stakes decisions every day. Who should they reach? When should they reach them? What should they say or offer? When should a case move to a human? How should that change based on the borrower, the account, previous interactions, and the regulations involved?

Getting those decisions right requires a deep understanding of the people, processes, rules, and edge cases behind them.

Prodigal has spent the last eight years building that understanding. More than a billion interactions between financial institutions and their customers have shaped the intelligence, guardrails, and AI agents we now run in production across North America.

Today, our AI agents analyze conversations, capture context, guide human agents, decide the next action, conduct customer conversations, orchestrate outreach, and help people complete payments and resolutions. They are connected, so what is learned in one interaction can inform what happens next.

We are expanding this swarm of AI agents across more of the work financial institutions do: originations, document processing, back-office workflows, servicing, and other critical operations where money, identity, people, and regulation intersect.

We are backed by Y Combinator, Accel, and Menlo Ventures, and work with 100+ financial institutions across North America. Listen directly from our CTO, Cofounder - Sangram Raje

About the Role

We're looking for a Customer Success Manager who thrives on chaos as much as clarity. Once an account is handed to you by our AI Deployment team after the hyper-care phase, you own it, whether that means smoothing over rough edges from a still-settling rollout or building on a genuinely stable one.

Either way, your job is to go deep on that customer's business, become their most trusted point of contact, from day-to-day users to C-suite champions, and turn early usage into a lasting, expanding relationship across Prodigal's full product suite.

You'll do this the way a 2026 CSM should: using AI tools yourself to move fast. That might mean walking a VP of Ops through exactly how much handle time proAgent shaved off last month before they've even asked, or having a clean, data-backed answer ready the moment a compliance lead wants to know whether proInsight flagged a specific violation, instead of promising to "get back to them" and grinding through a manual pull.

What You'll Own

• Own the relationship: a portfolio of accounts post-handover from Deployment, from day-to-day users to CXOs. Set clear expectations, protect trust, and be the internal voice for what your customers actually need
• Drive value realization: make sure every account can point to measurable ROI from Prodigal's products, not just usage, and use that proof to defend renewals and justify expansion
• Drive growth: adoption, renewals, and expansion are the job; NRR and CSAT are the scorecard. Demo the rest of Prodigal's suite when there's a genuine cross-sell fit
• Go deep on the business: understand each customer's goals and day-to-day operations well enough to flag opportunities they haven't thought of yet
• Run QBRs, and build proof: turn strong outcomes into testimonials and case studies
• Partner across the company, and catch trouble early: work with Deployment, Engineering, Product, Marketing, Analytics, and Support, and flag account risk before it becomes urgent

Key Competencies

• Customer Engagement & Retention: proactively drive usage, manage cross-sell/upsell conversations, and maintain a healthy NRR and CSAT
• Industry & Product Depth: genuinely understands the debt collections/consumer finance industry and the day-to-day operations of Prodigal's customers
• Executive Presence: comfortable running structured, high-stakes conversations with CXOs and senior stakeholders, not just day-to-day users
• Strategic Thinking & Project Management: brings strategic insight to client interactions and expertly manages project timelines, priorities, and customer expectations
• Problem-Solving: navigates ambiguity, diagnoses customer problems, and devises innovative solutions that ensure customer success
• Business Acumen: thinks in numbers: ROI, usage data, and account health metrics inform how you prioritize and pitch
• High Agency: takes ownership without waiting to be told; comfortable making calls in ambiguous, fast-moving situations

What We're Looking For

• 3-5 years of experience in Customer Success, ideally in a B2B Agentic AI environment
• Experience working with North America-based customers
• Based out of our Mumbai office, 5 days a week
• Familiar with 0→1 Customer Success
• Available during US business hours (until 4:30 PM ET)
• Strong customer-first mindset with excellent verbal and written communicat