Fundamento.ai - Senior Customer Success Manager

About Fundamento: We are on a mission to reinvent how enterprises talk to their customers. At Fundamento, were building voice agents that are transforming how Indias biggest lenders- like IIFL, Paytm, Hero FinCorp, Shriram Finance and Jio Financial Services- talk to their customers. Backed by Google, led by experienced entrepreneurs (Harvard, Oxford, Booth Alumni), and trusted by the financial service giants- this is your chance to work at the heart of AI revolution. Role Overview: As a Senior Customer Success Manager at Fundamento, youll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership. Key Responsibilities: 1. Account Growth & Expansion: - Manage 6-8 enterprise accounts, acting as the primary point of contact and trusted advisor. - Drive account expansion through upselling, cross-selling, and increasing adoption. - Deliver measurable ROI for customers by aligning Fundamentos AI solutions with their business goals. - Maintain strong quality standards and ensure SLAs are consistently met. 2. Customer Success & Retention: - Track account health using data-driven insights across adoption, usage, billing, NPS, and engagement. - Proactively identify risks, resolve issues, and ensure renewals and long-term retention. - Build strong stakeholder relationships to deepen customer trust and advocacy. 3. Process Building & Scale: - Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement. - Build playbooks for account expansion, ROI measurement, and customer health monitoring. 4. Team Leadership & Enablement: - Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support. - Act as an escalation point for complex customer situations. 5. Strategic Exposure: - Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects. - Share customer insights to influence Fundamentos AI product roadmap. What Were Looking For: - 4-7 years of experience in Customer Success, Account Management, or Enterprise Relationship roles. - Strong data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting). - Proven track record in account expansion, ROI delivery, and quality management. - Background in FinTech or SaaS (preferred). - Excellent Communication fluent, confident, and persuasive in enterprise settings. - Managerial experience mentoring or leading junior team members. - Flexibility comfortable with customer schedules requiring non-standard hours. What We Offer: - High-Impact Work: Directly shape how some of Indias top lenders engage with millions of customers through AI voice agents. - Ownership & Autonomy: Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability. - Learning & growth: Annual learning allowance of 10,000+, mentorship, and hands-on AI exposure. - Flexibility: WFH options twice a month, flexible hours, and competitive appraisal hikes.