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Senior Manager - Customer Success

  • Mumbai, Maharashtra, India
  • Permanent
  • Product
  • 7 - 9 years
Job Title:

Senior Manager - Customer Success

Job Description:

We are looking for…
a leader for the Customer Success team, people who can solve problems for breakfast, and have the ability to pull diverse groups towards a common mission. 
Graduation with a minimum of 7 years of relevant experience



Experience Range:

7 - 9 years

Educational Qualifications:

Any graduation,

Job Responsibilities:

Here’s a typical day in the life of our Customer Success

  1. Ensure client have best customer experience
  2. Be the client voice within the company
  3. New client onboarding 
  4. Monthly reviews with clients to identify new use cases and increase adoption
  5. Staffing, Training and Performance management of the CS team
  6. Key Account management
  7. Proactive churn management
  8. Activation of dormant accounts 
  9. Monthly MIS and participating in reviews/ strategy/ planning workshops

Additionally the CS leader will interface with the sales, product and technology teams to work on improvements for the customer and user experience.

Skills Required:

customer success orientation, Problem Solving, Articulation, Data Analytics,

Candidate Attributes:

We are a ‘Match’ if you are… 

excited about innovating everyday in an empowered and inspiring work environment

  1. Strong Customer Service Orientation
  2. Experience in managing CS tools, ticketing systems etc
  3. Experience in setting up review mechanisms such as CSAT, NPS scoring 
  4. A conscientious approach to solving customer problems
  5. Strong communication skills - both verbal and written
  6. Experience with staffing and building teams 
  7. Data and process driven approach

The following skills would be an added advantage

  1. An understanding of the Financial Services and/ or employee background verifications
  2. An understanding of technology and SaaS products
  3. Any experience in B2B sales and marketing will be an added advantage
  4. Exposure to global clients will be an added advantage

Job Code: KL-T93X22PN
About Us
Eliminate Fraud. Establish Trust.

IDfy is an Integrated Identity Platform offering products and solutions for KYC, KYB, Background Verifications, Risk Mitigation, Digital Onboarding and Digital Privacy.

We establish trust while delivering a frictionless experience for you, your employees, customers and partners.

Only IDfy combines enterprise-grade technology with business understanding and has the widest breadth of offerings in the industry.

With more than 12+ years of experience and 2 million verifications per day, we are pioneers in this industry.

Our clients include HDFC Bank, Induslnd Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.

We have successfully raised $27M from Elev8 Venture Partners, KB Investment, and Tenacity Ventures!
Why Us?
At IDfy, you will work on the entire end-to-end solution rather than a small cog of a giant wheel.

Thanks to our problem-centric approach, one in which we find the right technology to solve a problem rather than the other way around, you will always be working on the latest technologies.

You should be sold by now, but if you're not, here's some more. You'll have the chance to brainstorm in bean bags, strategise over foosball, and collaborate with a crew that's as quirky as it is brilliant.