Customer success lead | 3-8 yrs | b2b | fintech startup | mumbai

MetaMorph · Mumbai, India

About Meta Morph:

We at Meta Morph, empower startups to scale and innovate by placing people at the center of their strategy. With a proven track record of supporting over 220 startups, we specialize in aligning talent with organizational needs, enhancing employee skills, and transforming employer brands. Our data-driven insights fuel decision-making and provide comprehensive support for both acquisition and being acquired, ensuring you are covered from every angle—360°.

About Our Client

: A leading financial data intelligence and analytics company serving India’s banks, NBFCs, fintechs, investment advisors, and wealth management platforms

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What You’ll Be Doin g: Own the complete post-sales customer lifecycle for enterprise account s. Lead customer onboarding, implementation, product rollout, and go-live activitie s. Act as the primary point of contact for strategic customer s. Drive product adoption and ensure customers achieve measurable business outcome s. Build strong relationships across technical and business stakeholder s. Coordinate closely with Product, Engineering, QA, and Support teams to resolve customer issue s. Understand customer workflows and recommend product enhancement s. Conduct regular Business Reviews (QBRs), adoption reviews, and success planning session s. Monitor customer health, usage metrics, risks, and engagemen t. Proactively identify churn risks and execute retention plan s. Drive renewals while identifying opportunities for upselling and cross-sellin g. Manage customer escalations and ensure timely resolutio n. Gather customer feedback and represent the Voice of Customer internall y. Track implementation timelines, success metrics, SLAs, and customer satisfactio

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What We're Looking For3–8 years of experience in Customer Success, Customer Success Management, Technical Account Management, Solutions Consulting, Implementation, or Enterprise Account Manageme nt. Experience managing enterprise B2 B Saa S custome rs. Strong understanding of API-based Saa S products or technology platfor ms. Ability to work with both technical and non-technical stakeholde rs. Experience managing implementation projects across multiple tea ms. Excellent stakeholder management and communication skil ls. Strong project management and problem-solving abiliti es. Comfortable handling customer escalations independent ly. Data-driven approach to customer success and account heal

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