Assistant Manager - Customer Success

What You'll Own

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• Build and own deep, trusted relationships with key BFSI accounts — banks, NBFCs, housing finance companies, insurers, and digital lenders
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• Drive adoption of LeadSquared across the loan/policy lifecycle — lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows — ensuring customers realise measurable value
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• Be the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadership
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• Conduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes (TAT reduction, disbursement funnel efficiency, policy conversion, cost-per-acquisition)
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• 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)
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• Proactively identify risks — including those tied to regulatory changes (RBI/IRDAI guidelines, KYC/AML norms) — and implement strategies to maintain high retention
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• Track and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolio
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Stay 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

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

Good to Have

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

Why LeadSquared

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