Customer Success Manager

ABOUT US Datacultr is a global Digital Operating System for risk management and debt recovery, helping consumer lending, retail, telecom, and fintech organisations expand into the under-penetrated New-to-Credit and Thin-File segments. We drive collection efficiency, reduce delinquencies, and lower NPLs. We're on a mission to enable 35 million unbanked and under-served consumers to access formal financial services by the end of 2026.

Our clients span India, South Asia, South East Asia, Africa, and LATAM. We're headquartered in Dubai, with offices in Abu Dhabi, Singapore, Ho Chi Minh City, Nairobi, and Mexico City. Our development centre is in Gurugram, India.

The Role We are looking for an experienced Customer Success Manager to own a portfolio of global enterprise accounts across banking, lending, fintech, and telecom. This is a strategic, post-sales role: you will drive product adoption, retention, and account expansion, acting as the trusted advisor between our customers and Datacultr's product, engineering, and commercial teams. You will be the face of Datacultr for your accounts after the deal closes, ensuring customers realise value from the platform, escalations are handled cleanly, and renewals and expansions land on time.

Core Responsibilities Account ownership: Own a portfolio of global enterprise clients across BFSI, lending, fintech, and telecom; act as the primary post-sales point of contact and trusted advisor. Adoption and value realisation: Understand each client’s business goals, map them to Datacultr’s capabilities, and track success metrics that matter to the customer. Executive business reviews: Run QBRs and EBRs with senior client stakeholders, presenting performance data, business outcomes, and roadmap alignment.

Retention and renewals: Monitor account health, identify risk signals early, and drive renewal cycles to close on time and at the right value. Expansion: Identify upsell and cross-sell opportunities (additional products, geographies, use cases) and partner with Sales and Product teams to convert them. Issue resolution and escalation management: Coordinate with Support, Engineering, and Product to resolve technical issues; own communication back to the customer through to closure.

Training and enablement: Deliver product walkthroughs, training sessions, and enablement content so client teams use the platform effectively. Reporting and analytics: Track and report on account health, usage, KPIs, and key business outcomes to internal stakeholders and clients. Key Requirements 4+ years in Customer Success, Technical Account Management, Implementation, or post-sales account ownership in a B2B SaaS environment Hands-on experience managing enterprise accounts end-to-end, with clear ownership of adoption, retention, and growth outcomes Domain exposure to BFSI, lending, collections, fintech, telecom, or similar regulated enterprise verticals Experience handling global or multi-geo clients, or strong willingness to operate across India and international time zones Ability to translate technical concepts for non-technical client stakeholders, and translate business needs into product asks Comfortable reading data, dashboards to investigate issues and build a customer story Strong written and verbal communication; presentable and confident in front of senior client stakeholders Familiarity with CRM and Customer Success tooling (Salesforce, HubSpot, or similar) What We Offer Opportunity to shape the future of unsecured lending in emerging markets Direct exposure to senior stakeholders across global financial services Competitive compensation package Comprehensive health and wellness benefits A high-velocity, low-bureaucracy environment where good ideas ship the same week Location & Work Model Location: Chennai Client visits: Work from Chennai-based client offices once or twice a week Start date: Immediate joiners preferred