mumbai maharashtra director of customer success Jobs – 147 Open Jobs Today

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Director Customer Success

Perfios -
Mumbai, Maharashtra

Apply Now

Job details

Permanent
2 days ago

Qualifications

Master's degree
Analysis skills
Bachelor's degree
APIs
Account management
Communication skills
Banking

Full job description

Job Description

Founded in 2008, Perfios is a global B2B SaaS fintech serving the Banking, Financial Services and Insurance industry in 18 countries, empowering 1000+ Financial Institutions. Through its pioneering software platforms and products, Perfios helps Financial Institutions take big leaps by shaping their origination, onboarding, decisioning, underwriting and monitoring processes at scale and speed. Perfios delivers 8.2 Billion Data Insights to Financial Institutions every year to facilitate faster decisioning, and processes 1.7 Billion Transactions a year with an AUM of 3 Trillion, significantly accelerating access to credit and financial services for their clients' customers.

Headquartered in Mumbai and tech team based out of Bangalore, Perfios has offices worldwide and with 75+ products and platforms, and over 500+ APIs. In Perfios, its clients have a confidant and a robust start-to-end tech platform.

Role Summary:

The ideal candidate will work closely with our customer success team especially the engagement managers in delivering exceptional value to our clients in the banking sector. The ideal candidate will have a strong background in technology, a deep understanding of banking as a domain, deep understanding of our products and a proven track record in stakeholder management and collaboration. This role will focus on driving product adoption, customer satisfaction, retention, and growth while collaborating with cross-functional teams to ensure our customers achieve their desired outcomes.

Job Location: Mumbai or Bangalore

Key Responsibilities:

Revenue Retention and Maximization

Own and safeguardMonthly Recurring Revenue (MRR) by translating Perfios product capabilities into tangible business outcomes.
Continuously monitor and interpret SaaS / API consumption signals and surface consumption trends to identify engagement patterns, usage anomalies, and early indicators of disengagement or expansion readiness.
Define and develop clear performance metrics to track, and report on measurable retention KPIs including, churn risk scores, and net revenue retention (NRR)

Customer Engagement:

Build and maintain strong relationships with key stakeholders in the banking sector, ensuring alignment with their business goals and challenges.
Design and engage in recurring governance cadences such as Quarterly Business Reviews (QBRs) with the engagement team. Ensure agendas drive strategic alignment, product awareness, and measurable action items.

Churn Analysis:

Conduct structured post-mortem analyses on churned or distressed accounts. Identify and address potential issues proactively to reduce churn and maximize customer lifetime value.
Develop and execute tailored adoption themes that drive utilization of key Perfios features across the client organization

CSAT and NPS Improvement

Define quarterly improvement targets, analyze feedback at a granular level, and drive cross-functional actions to close experience gaps.
Recommend and coordinate targeted interventions - present portfolio health dashboards to senior leadership on a regular basis, with forward-looking risk commentary.

Internal Communication and Collaboration:

Systematically capture, synthesize, and communicate customer product feedback to the Product Management team.
Co-create or design new solutions with clients based on usage gaps - Identify upsell and cross-sell opportunities within the existing customer base by mapping client business objectives to Perfios product capabilities.
Coach and mentor Customer Success team members. Contribute to the development of internal playbooks, toolkits, and training program that elevate the capability and consistency of the overall Customer Success function.

Required experience:

Bachelor’s degree in business, Technology; a Master’s degree is a plus.
Proven experience (12+ years) in customer success, account management in the technology sector, with specific experience in banking.
Demonstrated experience in leading and developing high-performing teams.
Exceptional communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders.
Strong analytical skills and experience with customer success tools and metrics.
Passion for delivering exceptional customer experiences and driving customer satisfaction.

What does this role mean for your career?

While you bring your experience & energy, this role expect a fast-moving work environment, tremendous empowerment and ownership of the business, a willingness to move fast and break things and pushing the boundaries.

Job Snapshot

Updated Date

03-06-2026

Job ID

JR-23-10489

Sub Business Unit

Customer Success

Location

Mumbai, Maharashtra, India ..+ 1

Employee Type

Permanent

Apply Now

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