01Overview
Position: Senior Customer Success Manager
Location: Delhi(Panchsheel Park)
Working Days: Monday to Friday
Experience Required: 4-7 years
About Fundamento
Were 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 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 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 solid 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.
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