Client Success Senior Manager

Bijlipay · India

Bijlipay (Skilworth Technologies Pvt. Ltd.) Location: Chennai (Work From Office) Function: Client Success / Partnerships Reports To: Head of Business Development

About Bijlipay

Bijlipay is a fintech offering offline merchant acquiring solutions, including Android POS devices, UPI QR Soundboxes, and white-label payment infrastructure. We partner with leading banks, fintechs, and payment platforms to power merchant payment acceptance across India.

Role Overview

We are looking for a Client Success Senior Manager to own the post-sale relationship with our large fintech and bank partners. This is a high-visibility role that sits at the intersection of technology, payments, and account management. The ideal candidate has a strong grasp of payment rails, POS/QR infrastructure, and API-driven integrations, and is equally comfortable in a boardroom review as they are in a technical escalation call.

You will be the primary point of accountability for partner health, deployment success, and commercial expansion for a portfolio of strategic accounts — ensuring partners realize value from Bijlipay's product suite while identifying opportunities to deepen and grow the relationship.

Key Responsibilities

Partner Relationship Management

• Own end-to-end relationship health for a portfolio of large fintech/bank partners post-contract signing
• Serve as the primary escalation point for partner-side stakeholders across business, product, operations, and compliance teams
• Build and maintain executive-level relationships with partner organizations, including regular business reviews (QBRs)

Technical & Payments Fluency

• Understand and speak confidently to partners on POS/EDC deployment, UPI QR/Soundbox infrastructure, settlement flows, KYC/onboarding processes, and API integrations
• Work closely with Bijlipay's product, engineering, and operations teams to troubleshoot partner-reported issues and drive resolution
• Translate partner technical requirements into internal product/engineering asks, and vice versa

Account Growth & Retention

• Track and improve key partner health metrics: device activation rates, merchant onboarding TAT, transaction volumes, and churn
• Identify upsell and cross-sell opportunities (e.g., additional device SKUs, white-label offerings, value-added services) within existing accounts
• Partner with the BD team on renewal negotiations and commercial expansion discussions

Operations & Governance

• Ensure SLA adherence across onboarding, deployment, and support workflows for assigned accounts
• Coordinate with compliance and risk teams on partner audits, KYC escalations, and regulatory requirements
• Maintain accurate account documentation, health scorecards, and escalation logs (CRM-based)

Cross-functional Coordination

• Act as the internal voice of the partner — feeding insights into product roadmap and Technology delivery
• Collaborate with finance/ops on invoicing, settlement reconciliation, and commercial term adherence
• Support leadership with partner-facing decks, MBRs/QBRs, and escalation summaries

What We're Looking For

• 5–7 years of experience in client success, key account management, or partnerships — preferably within fintech, payments, banking, or B2B SaaS
• Strong working knowledge of payment ecosystems: UPI, POS/EDC hardware, merchant acquiring, settlement cycles, and KYC/compliance basics
• Demonstrated experience managing large, complex partner relationships (banks, NBFCs, fintech platforms, or PSPs) with multiple internal stakeholders
• Comfortable reading and discussing technical/API documentation and translating between technical and business teams
• Excellent stakeholder management and executive communication skills — able to run structured business reviews and handle escalations calmly
• Strong analytical orientation — comfortable working with dashboards, health scorecards, and CRM tools (Salesforce/Zoho or equivalent)
• Prior experience with POS device ecosystems, QR/Soundbox products, or offline merchant acquiring is a strong plus
• Bachelor's degree required; MBA preferred but not mandatory

What Success Looks Like (First 6–12 Months)

• Full ownership and health tracking of an assigned portfolio of strategic partner accounts
• Reduction in unresolved escalations and improved SLA adherence across managed accounts
• At least one measurable account expansion (new SKU, geography, or service) within the portfolio
• Established cadence of structured business reviews with key partner stakeholders

Why Join Bijlipay

• Work directly with category-defining fintech and banking partners at scale
• High-ownership role with direct visibility to leadership
• Opportunity to shape how a fast-growing offline payments platform manages its most strategic relationships