Enterprise Customer Success Manager

Fundamento · India

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

1. Account Growth & Expansion

● Manage 6–8 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 We’re Looking For:

● 4–7 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 meenakshi@fundamento.ai

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 together—and where your work drives real change

for some of India’s leading financial institutions.