M1 Manager - Program Management

PayU; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

PayU Mumbai is seeking an experienced Customer Success Manager as an IC to drive successful adoption of payment solutions. You will manage multiple high-impact projects, coordinate with Product and Engineering, and ensure customers such as banks achieve value from PayU's SaaS/PaaS offerings.

The role requires payments domain expertise, strong communication, and the ability to influence without direct authority across global teams.

Qualifications

• 6+ years in a client-facing role within payments, fintech, or SaaS/PaaS spaces.
• Deep knowledge of Payment Security and payments ecosystems.
• Experience coordinating with Product, Engineering, Operations, Sales and Finance.

Responsibilities

• Serve as an IC problem solver and execution expert across multiple projects.
• Collaborate with Product and Engineering to ensure successful delivery to banks.
• Liaise with stakeholders to communicate progress and remove roadblocks.
• Drive onboarding, adoption, and value realization for customers in payments.
• Promote customer success and retention through proactive engagement.

Skills

Payments domain expertise

Cross-functional collaboration

Project management

Communication skills

Problem solving

Leadership

Job description

Job Description:

Mumbai

About the Team

The Customer Success team at Wibmo is a high-performing, cross-functional group focused on driving customer satisfaction and successful adoption of our solutions. Our Customer Success Managers work closely with product, engineering, and business teams to ensure seamless onboarding, faster execution, and effective go-to-market strategies. By bridging the gap between technical delivery and customer needs, we coordinate cross-functional efforts to deliver value and ensure the success of complex initiatives for our clients.

About the Role

This is an Individual Contributor role where the individual will be expected to be a problem solver and execution specialist. The person will be expected to handle multiple critical projects at one point in time and work synchronously.

CSMs liaison with Product team and Engineering to get products built and succefully delivered. This role would require the following

• Technical Acumen: Understanding of relevant technologies and development practice
• Domain : Payments
• Project Management: Expertise in methodologies like Agile, Waterfall, or hybrid approaches
• Communication: Ability to communicate with different stakeholders effectively
• Problem-Solving: Creative approaches to overcoming obstacles
• Leadership: Influencing without direct authority

What we are looking for:

• Good understanding of the payments, fintech and Digital (SaaS, PaaS) background
• Hands on experience in collaborating with cross functional teams such as Product, Engineering, Operations, Sales and Finance.
• Proficient in managing client relationship.
• Hands on in delivering large projects to banks
• Business savy, customer centric and good communication.

Requirements:

• 6+ yrs with minimum 2 years of client facing role experience in payments.
• Should be from a Payments background with deep knowledge on Payment Security
• Sustaining business growth and profitability by maximizing value
• Analyzing customer data to improve customer experience
• Holding product demonstrations for customers and cross selling
• Establish clear client retention goals
• Process milestones for the clients
• Assist customers with setting up and navigating software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.

The excitement:

• Opportunity to work with all the leading banks in India , APAC and MEA regions
• Collaborating with business and enginenring and product leaders provide different solutions to the bank.
• Opportunity to learn and witness end to end product, sales and delivery life cycle

What we offer?

• A positive, get-things-done workplace
• A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).
• An inclusive environment that ensures we listen to a diverse range of voices when making decisions.
• Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.
• Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).

About us:

PayU, one of Indias leading digital financial services providers with Prosus as an investor, operates businesses that are regulated by the Reserve Bank of India and offers advanced solutions to meet the digital payment requirements of the Indian market. PayU India companies aim to create a full-stack digital financial services platform to serve all (tapped and untapped) financial needs of customers through technology solutions.

PayU provide payment gateway solutions to online businesses through its cutting-edge and award-winning technology and has empowered 5 lakhs+ businesses, including India’s leading enterprises, e-commerce giants and SMBs. It enables businesses to collect digital payments across 150+ online payment methods such as Credit Cards, Debit Cards, Net Banking, EMIs, pay-later, QR, UPI, Wallets, and more. It’s a preferred partner in the affordability ecosystem, offering the maximum coverage of issuers and easy-to-implement integrations across card-based EMIs, pay-later options and new-age cardless EMIs. PayU offers e-commerce brands best-in-industry success rates while ensuring a seamless checkout experience.

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.