Customer Success Manager - BFSI (Mumbai)

About HyperVerge

HyperVerge is a global AI company building cutting?edge computer vision and deep?learning solutions that power identity verification, fraud prevention, and compliance for enterprises. Our products are trusted by leading BFSI, fintech, and digital-first companies across India, APAC, MEA, and global markets.

HyperVerges flagship solutions span:

• Video KYC (vKYC) and digital onboarding
• Identity verification (face match, liveness, document verification)
• Fraud detection & compliance automation

Our BFSI customers rely on HyperVerge to reduce onboarding friction, meet regulatory requirements, and unlock faster growthsecurely and at scale.

Role Overview

We are hiring a Customer Success Manager (CSM) based out of Mumbai, focused on managing and growing strategic BFSI accounts. This role owns the customer journey end?to?endfrom onboarding to adoption to renewalwhile driving measurable business outcomes, revenue retention, and account expansion.

This is a high?impact role requiring strong BFSI domain understanding, SaaS customer success experience, and the ability to build trust with senior stakeholders.

Success Outcomes (1218 months)

• 100% customer retention across assigned BFSI accounts
• Maintain and improve NPS and customer satisfaction metrics
• Drive on?time renewals with clear value articulation linked to revenue and compliance impact
• Ensure successful onboarding and accelerated adoption of HyperVerge solutions
• Generate pipeline and whitespace opportunities through cross?sell and up?sell

• Enable customer advocacy: testimonials, referrals, case studies, and event participation
• Establish HyperVerge as a trusted advisor and thought leader within client organisations

Key Responsibilities

• Own strategic relationships with key BFSI clients from onboarding through renewal
• Build and execute customer success plans aligned to client goals in lending, payments, compliance, and digital transformation
• Conduct QBRs, health checks, and adoption reviews with senior stakeholders
• Monitor usage, health scores, SLAs, and KPIs; proactively identify churn risks and mitigation plans
• Act as the primary escalation pointworking closely with Product, Support, Sales, and Engineering
• Drive renewals and account expansion through value?based, outcome?driven conversations
• Advocate for customer needs internally; feed structured insights into product roadmap discussions
• Maintain accurate CRM documentation and report customer success metrics to leadership
• Conduct onboarding sessions, enablement workshops, and training programs to maximise ROI

What Qualifies You for This Role

Must?have:

• 68 years of experience in Customer Success / Account Management / Key Account roles
• Strong exposure to BFSI, fintech, lending, payments, or compliance?driven SaaS
• Experience managing enterprise or mid?market BFSI clients
• Proven track record of renewals, retention, and account growth
• Ability to engage with CXO, Compliance Heads, Product Heads, and Ops leaders
• Strong data orientationcomfortable with usage metrics, health scores, and ROI narratives

Good to have:

• Experience with vKYC, identity, fraud, regtech, or onboarding platforms
• SaaS scale?up or startup experience
• Exposure to regulated environments and RBI/SEBI compliance conversations

Why This Is a Great Role

• Work with category?defining AI products used by top BFSI brands
• High ownership and visibility with leadership
• Opportunity to influence product direction for BFSI use cases
• Direct impact on revenue, growth, and customer outcomes
• Steep learning curve across AI, SaaS, and BFSI transformation