Assistant Manager - Customer Success

What You'll Own

Build and own deep, trusted relationships with key BFSI accounts — banks, NBFCs, housing finance companies, insurers, and digital lendersDrive adoption of LeadSquared across the loan/policy lifecycle — lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows — ensuring customers realise measurable valueBe the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadershipConduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes (TAT reduction, disbursement funnel efficiency, policy conversion, cost-per-acquisition)Act as the voice of the BFSI customer internally — collaborate with product, sales, and delivery teams on domain-specific needs (bureau integrations, eKYC/eSign workflows, regulatory reporting requirements)Proactively identify risks — including those tied to regulatory changes (RBI/IRDAI guidelines, KYC/AML norms) — and implement strategies to maintain high retentionTrack and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolioStay current on BFSI industry and regulatory developments (digital lending guidelines, data localisation, consent-based data sharing) that could impact customer usage or compliance posture

Must Have

Experience in a client-facing role — customer success, account management, or similar — ideally with BFSI (banking, NBFC, insurance, or fintech lending) clientsWorking understanding of the lending or insurance lifecycle — loan origination, underwriting, disbursement, and collections, or policy issuance and renewalsStrong stakeholder management skills — comfortable engaging CXOs, credit/risk heads, and compliance decision-makersSolid understanding of CS metrics: CSAT, NPS, adoption, retention, and health scoringExcellent communication and problem-solving skills — clear, confident, and consultative, especially when navigating compliance-sensitive conversationsAbility to manage multiple BFSI accounts simultaneously without dropping the ballExperience working in a fast-paced, cross-functional environment

Good to Have

Prior experience with core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) — e.g., FinnOne, Newgen, Lentra, or similarFamiliarity with BFSI-specific integrations — credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSignAwareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distributionFamiliarity with CRM or customer success platforms — Salesforce, Gainsight, ZohoPrior experience in SaaS or technology-driven organisations serving BFSI clients

Why LeadSquared

One of the fastest-growing SaaS CRM companies — 2,000+ customers, global footprint, with a leading position in BFSI digital lending and insurance CRMReal ownership — your work directly impacts loan/policy funnel outcomes and company revenueA culture built on empathy, recognition, and genuine investment in people750+ teammates across India, US, Middle East and ANZ