Head of Customer Success

Finkraft; Bengaluru; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

Finkraft.ai is the invoice-first control layer for global corporate travel, serving 100+ Fortune 500 clients and expanding into the GCC. You will lead after-sales relationships, owning enterprise retention, expansion, and the analytical motion that translates invoice data into measurable savings and compliance outcomes for our clients.

You will take over the QBR, RCA, and BRD cadence, lead the BA/DA teams, and drive an AI-first analytical motion across reconciliation, reporting, and account

Qualifications

• 8–14 years in customer success or post-sales leadership within B2B SaaS, fintech, or enterprise travel
• Direct hands-on experience running QBRs and RCAs for large enterprise accounts
• Has managed analyst or CS teams and visibly raised the performance bar
• Operating fluency in SQL, dashboards, and BRD writing — able to challenge a number before it reaches a client
• Demonstrated use of AI tools in analytical and client‑facing workflows
• Founder-level ownership and clarity, with minimal follow‑up overhead

Responsibilities

• Own retention, renewal, and net revenue expansion across the enterprise book
• Take ownership of the QBR, RCA, and BRD cadence for the top-25 enterprise accounts
• Build the client-health function: leading indicators, churn risk, adoption, expansion signals
• Own escalation control end-to-end: the SLA clock, the client conversation, and prevention loop after resolution
• Lead and grow the BA/DA team — hiring bar, review discipline, output quality
• Drive an AI‑first analytical motion: LLMs and copilots embedded in reconciliation, reporting, and account review workflows
• Generate qualified upsell signals with evidence attached, and route them to Account Management
• Set the post-sales operating model — cadences, ownership, handoffs — and hold the org to it

Skills

SQL

Dashboards

BRD writing

AI tools in analytics

QBRs & RCAs

people leadership

Job description

Finkraft.ai is the invoice-first control layer for global corporate travel, operating at the intersection of travel, fintech, and tax compliance (GST/VAT). We process invoice data at scale for over 100 Fortune-500 clients, enabling reconciliation, compliance, payments, and financial optimisation. As we scale from approximately $2M ARR toward $10M+ and expand into the GCC, we are strengthening our leadership team with a critical post‑sales hire.

About the role

You own everything that happens after the deal closes. Enterprise relationships, retention, expansion, and the analytical motion that turns invoice data into compliance outcomes and savings our clients can see. You take over the QBR, RCA, and BRD cadence that currently sits with the founder, and you own the Business Analyst and Data Analyst team that produces the work behind it. This is a leadership role with a bench, a number, and the founder’s calendar on the line.

Key responsibilities

• Own retention, renewal, and net revenue expansion across the enterprise book
• Take ownership of the QBR, RCA, and BRD cadence for the top-25 enterprise accounts
• Build the client-health function: leading indicators, churn risk, adoption, expansion signals — and make it something leadership can read in one screen
• Own escalation control end-to-end: the SLA clock, the client conversation, and the prevention loop after resolution
• Lead and grow the BA/DA team — hiring bar, review discipline, output quality
• Drive an AI‑first analytical motion: LLMs and copilots embedded in reconciliation, reporting, and account review workflows
• Generate qualified upsell signals with evidence attached, and route them to Account Management
• Set the post-sales operating model — cadences, ownership, handoffs — and hold the org to it

PART 1 — LINKEDIN JOB POST (FINAL COPY)

About Finkraft

Finkraft.ai is the invoice-first control layer for global corporate travel, operating at the intersection of travel, fintech, and tax compliance (GST/VAT). We process invoice data at scale for over 100 Fortune-500 clients, enabling reconciliation, compliance, payments, and financial optimisation. As we scale from approximately $2M ARR toward $10M+ and expand into the GCC, we are strengthening our leadership team with a critical post‑sales hire.

About the role

You own everything that happens after the deal closes. Enterprise relationships, retention, expansion, and the analytical motion that turns invoice data into compliance outcomes and savings our clients can see. You take over the QBR, RCA, and BRD cadence that currently sits with the founder, and you own the Business Analyst and Data Analyst team that produces the work behind it. This is a leadership role with a bench, a number, and the founder’s calendar on the line.

Key responsibilities

• Own retention, renewal, and net revenue expansion across the enterprise book
• Take ownership of the QBR, RCA, and BRD cadence for the top-25 enterprise accounts
• Build the client-health function: leading indicators, churn risk, adoption, expansion signals — and make it something leadership can read in one screen
• Own escalation control end-to-end: the SLA clock, the client conversation, and the prevention loop after resolution
• Lead and grow the BA/DA team — hiring bar, review discipline, output quality
• Drive an AI‑first analytical motion: LLMs and copilots embedded in reconciliation, reporting, and account review workflows
• Generate qualified upsell signals with evidence attached, and route them to Account Management
• Set the post-sales operating model — cadences, ownership, handoffs — and hold the org to it

Requirements

Candidate profile

• 8–14 years in customer success, customer intelligence, or post‑sales leadership within B2B SaaS, fintech, or enterprise travel
• Direct, hands‑on experience running QBRs and RCAs for large enterprise accounts
• Has managed analyst or CS teams and visibly raised the performance bar
• Operating fluency in SQL, dashboards, and BRD writing — able to challenge a number before it reaches a client
• Demonstrated use of AI tools in analytical and client‑facing workflows
• Founder-level ownership and clarity, with minimal follow‑up overhead

Strong advantages

• Exposure to GST/VAT or indirect tax, or to travel/TMC/airline data
• Experience building a customer‑intelligence or customer‑success function from the ground up