Senior Customer Success Manager

Position: Senior Customer Success Manager Location: Delhi(Panchsheel Park) Working Days: Monday to Friday Experience Required: 4-7 years About Fundamento We're on a mission to reinvent how enterprises talk to their customers At Fundamento, we're building voice agents that are transforming how India's 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, you'll 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 Account Growth & Expansion Manage 68 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 Fundamento's 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 Fundamento's AI product roadmap.What are we looking for: 47 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 India's 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.Have questions Reach out to Join us at Fundamento to shape the future of AI-powered enterprise conversations. Be part of a team where AI, strategy, and customer impact come togetherand where your work drives real change for some of India's leading financial institutions. .