Head of Customer Success & Delivery

Finkraft; Bengaluru; On-site; INR 2,500,000 - 3,500,000; Full time

Job summary

Finkraft in Bengaluru is seeking a leader to own the post-sales engine and enhance customer intelligence and delivery operations. The role demands 8–14 years of experience in B2B SaaS, fintech, or enterprise travel along with strong analytical skills using AI tools.

Responsibilities include managing client-health dashboards, generating upsell signals, and overseeing the performance of a team of analysts. Strong advantages are experience with GST/VAT and building customer intelligence functions.

Qualifications

• 8–14 years in customer intelligence, delivery operations, or analytics leadership within B2B SaaS, fintech, or enterprise travel.
• Hands-on experience running QBRs and RCAs for enterprise accounts.
• Fluency in SQL, dashboards, and BRD writing.

Responsibilities

• Own Finkraft's post-sales operations and deliver customer intelligence.
• Develop client-health dashboards and manage delivery operations SLAs.
• Generate qualified upsell signals routed to Account Management.

Skills

Customer intelligence

Delivery operations

Analytics leadership

SQL

AI tools (LLMs, copilots)

Job description

Bangalore South, India | Posted on 06/11/2026

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

This leader will own Finkraft's post-sales engine end-to-end: customer intelligence, delivery operations, client health, and the AI-first analytical motion that converts invoice data into compliance outcomes, savings, and expansion signals. The role carries responsibility for a team of Business Analysts, Data Analysts, and delivery operations professionals, and assumes ownership of the QBR, RCA, and BRD cadence that currently sits with the founder.

Key responsibilities

• AI-first QBR, RCA, and BRD motion for Finkraft's top-25 enterprise accounts
• Client-health dashboards covering leading indicators, churn risk, and expansion signals
• Escalation control, including cycle time, root‑cause analysis, and prevention loops
• Qualified upsell signal generation, routed to Account Management
• BA / DA team quality, hiring standards, and review discipline
• Delivery operations SLAs, capacity planning, and tooling

Requirements

Candidate profile

• 8–14 years in customer intelligence, delivery operations, or analytics leadership within B2B SaaS, fintech, or enterprise travel
• Direct, hands‑on experience running QBRs and RCAs for enterprise accounts
• Demonstrated use of AI tools (LLMs, copilots) in analytical workflows
• A track record of raising the performance bar on analyst teams
• Operating fluency in SQL, dashboards, and BRD writing
• Founder‑level ownership and clarity, with minimal follow‑up overhead

Exposure to GST/VAT or indirect tax, travel/TMC/airline data, or experience building a customer‑intelligence function from the ground up will be considered strong advantages.