Job Description – Customer Success Specialist / Manager

Job Title: Customer Success Specialist / Manager
Location: Mumbai
Industry: IT Services & Consulting (Fintech / SaaS)
Employment Type: Full-Time Permanent

About

is an enterprise SaaS company delivering advanced AI/ML-powered alternate data solutions for digital customer onboarding automated risk management fraud detection and compliance solutions. The organisation works with leading digital lenders and fintech companies across India enabling fast reliable and compliant onboarding and decisioning systems.

The team brings deep expertise in fintech product management risk analytics fraud prevention and enterprise SaaS solutions.

Role Overview

We are looking for a highly driven and customer-focused customer success specialist / manager to manage enterprise client relationships drive product adoption and ensure successful onboarding and implementation of Digitap’s SaaS solutions.

The ideal candidate should possess strong knowledge of fintech workflows APIs SaaS platforms and enterprise account management. This role will also focus on customer retention renewals upsell opportunities and delivering measurable business value to clients.

Experience Required

• 3–7 years of experience in:

  • Customer Success

  • Account Management

  • Solution Consulting

  • Enterprise Client Management

  • SaaS/Fintech domain

• Experience working with:

  • Banks

  • NBFCs

  • Insurance companies

  • Fintech clients

• Proven track record in:

  • Client retention & renewals

  • Upselling & cross-selling

  • Enterprise relationship management

  • Revenue growth

Key Responsibilities

Client Onboarding & Product Adoption

• Develop strong functional and technical understanding of Digitap’s product suite.

• Conduct client onboarding implementation support and Proof of Concepts (POCs).

• Guide clients on API integrations workflows and best practices.

• Ensure smooth customer onboarding and product adoption.

Client Relationship & Account Management

• Act as the primary point of contact for enterprise clients.

• Handle client queries escalations integrations and coordination.

• Build strong relationships with CXOs product teams compliance teams and risk stakeholders.

• Monitor client engagement and adoption metrics.

Revenue Growth Renewals & Expansion

• Identify upsell and cross-sell opportunities across:

  • KYC APIs

  • AML Solutions

  • Fraud Detection APIs

  • Risk & Verification Solutions

• Drive renewals and commercial discussions.

• Maintain CRM updates and account reports accurately.

Performance Analysis & Strategic Insights

• Analyse product usage KPIs and customer engagement metrics.

• Provide recommendations to improve client ROI and adoption.

• Prepare quarterly business reviews executive summaries and performance assessments.

• Share customer feedback with internal product and engineering teams.

Technical Consulting & Issue Resolution

• Provide technical consultation on:

  • APIs

  • Workflow configurations

  • Product integrations

  • SaaS implementation processes

• Troubleshoot client issues in coordination with support and engineering teams.

• Ensure timely closure of escalated concerns.

Required Skills & Qualifications

Technical Skills

• Strong understanding of:

  • SaaS products

  • API-led architecture

  • Digital KYC

  • Fraud Tech

  • Risk & Decisioning Systems

• Hands-on experience with:

  • REST APIs

  • SOAP Services

  • Postman

  • REST Assured

• Familiarity with:

  • BI tools

  • Data analysis

  • API testing

  • Technical workflows

Soft Skills

• Excellent communication and presentation skills

• Strong client-facing and stakeholder management abilities

• Analytical and problem-solving mindset

• Strong ownership and customer-first approach

• Ability to work independently in a fast-paced environment

Education

• Any Graduate / Postgraduate

Key Skills

• Customer Success

• Account Management

• Client Interaction

• SaaS Solutions

• API Knowledge

• Business Analysis

• Requirement Gathering

• Technical Consulting

• Revenue Management

• Renewals & Retention

• Upselling & Cross-selling

• Fintech Solutions

• Stakeholder Management

• Product Adoption

Required Skills:

Customer Success Account Management Solution Consulting Enterprise Client Management SaaS Fintech Banks NBFCs Insurance companies Client retention Renewals Upselling Cross-selling Enterprise relationship management Revenue growth Client Onboarding Product Adoption API integrations Workflows CRM KPIs Performance Analysis Business reviews Technical consultation APIs Workflow configurations Product integrations SaaS implementation Issue Resolution REST APIs SOAP Services Postman REST Assured BI tools Data analysis API testing Technical workflows Communication Presentation skills Stakeholder management Analytical mindset Problem-solving Ownership Customer-first approach Independent working Fast-paced environment Customer Interaction Business Analysis Requirement Gathering Technical Consulting Revenue Management Renewals & Retention Upselling & Cross-selling Fintech Solutions Product Adoption