Customer Success Manager (Saas)

About Fundamento

Fundamento is revolutionizing enterprise contact centers with an AI voice bot designed for complex industries like financial services. Our software handles intricate customer conversations using best-in-class entity extraction models, delivering 60%+ cost reduction, improved sales funnel efficiency, reduced handling times, and enhanced customer satisfaction (CSAT). Unlike competitors, our virtual agent eliminates latency, speech-to-text errors, and language barriers while mastering unstructured datatranslating, transcribing, and understanding intent seamlessly. Clients like Hero FinCorp, IIFL, and Paisabazaar rely on us for use cases spanning customer service, lead qualification, funnel management, collections, and data validation.

Founded by Ankit Durga (ex-Leap Skills, Zomato; Harvard/INK Fellow), Megha Aggarwal (Oxford/LSE alum; ex-Morgan Stanley), and Vickram Saigal (Bain & Adobe alum), were a Google-backed startup backed by Binny Bansal (Flipkart), Kunal Shah (Cred), Caesar Sengupta (Google), Amrish Rau (Pine Labs), Mohit Joshi (Infosys), and Elea Foundation. Our entrepreneurial culture thrives on learning, outcomes, and comfort with ambiguity.

Learn more at fundamento.ai

Role Description

Join us as a Customer Success Manager and be the driving force behind our clients success with cutting-edge AI solutions! Youll play a pivotal role in shaping how businesses unlock value through our products, turning customer goals into reality while fostering long-term partnerships.

At a fast-paced startup like ours, youll have the chance to innovate, collaborate cross-functionally, and directly influence how we scalemaking every client win a shared victory. If youre passionate about building trust, solving challenges, and championing customer growth in the AI space, this is your stage to shine. Lets redefine success together!

Role & Responsibilities

• Build strong client relationships and manage accounts proactively to ensure high customer satisfaction, retention, and growth.
• Lead smooth onboarding of new customers, define clear success metrics, and drive full product adoption to help clients realize maximum value from our AI solutions.
• Plan and execute projects by setting timelines, aligning on deliverables, and tracking progress against agreed goals to ensure timely and successful project delivery.
• Collect and analyze customer feedback, act as a voice for clients internally, and work closely with product and engineering teams to prioritize improvements and solve issues.
• Monitor customer health scores, usage data, and key performance indicators (KPIs), and share insights through regular reporting to support strategic decisions.
• Identify and pursue opportunities for upselling, and cross-selling by understanding customer needs and aligning our AI solutions to support their growth.
• Develop and improve internal processes to increase team efficiency, provide training and support to customer success associates, and promote best practices across the team.

Desired candidate profile

• At least 2-4 years relevant work experience in a customer-facing role (customer success, client servicing or account management), preferably in saas or tech organisations.
• Proactive and willing to improve on processes, analytical mindset.
• Exceptional communication skills, both verbal and written, with the ability to foster positive business relationships.
• Strong sense of accountability, ownership and personal organisation, ensuring efficient handling of customer needs and inquiries. Team management experience is a plus.

Perks & Benefits

• Learning Allowance of at least 10,000/- & increasing every year
• Flexibility of working from home twice every month
• Flexible working hours
• Competitive Appraisal Hike
• Annual Offsite at exciting destinations

Location:Delhi (work from office)

Why Us

Fundamentos dynamic work environment thrives on an entrepreneurial mindset. You dont need to be a rockstar to come work with us. Instead, you should be willing to learn and hungry for outcomes. Were a young startup so comfort with ambiguity is always a big plus.

We grow when you grow!

For any queries feel free to write us at [HIDDEN TEXT]