Customer Success Lead | 3-8 yrs | B2B | Fintech Startup | Mumbai

MetaMorph · India

About MetaMorph:

We at MetaMorph, 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 B2B SaaS custome
• rs.Strong understanding of API-based SaaS 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