Customer Success Manager

Customer Success Manager — Product Experience & Retention (FinTech SaaS)

Full-time | Remote, India

Compensation: Up to ₹1,00,000/month, depending on experience

To apply:

Complete the survey here: https://forms.gle/eu48TFkXi3PRn1Fr9

We’re looking for someone who enjoys understanding how customers use software, investigating where they struggle, and helping them get value from the product. This role is for our flagship trading analytics product that is used by traders from all over the world.

You will review selected customer session recordings, communicate with users, investigate feedback, and turn your findings into clear recommendations. You’ll work directly with the core team and will be involved in product development ideation.

You should enjoy both talking to customers and investigating what happened before responding.

What you’ll do

• Review selected session recordings and customer conversations to understand what users were trying to achieve and where they encountered difficulty.
• Contact customers through email and, when helpful, calls to clarify concerns, guide them through problems, and follow up.
• Help new and existing customers with onboarding, product adoption, and unresolved questions.
• Investigate cancellation feedback and dissatisfaction, distinguishing product issues, usability problems, misunderstandings, and product-fit limitations.
• Reproduce reported problems using a demo or test account and document clear steps for the founder.
• Identify recurring issues across the cases you review and recommend practical improvements to the product, instructions, or customer communication.
• Prepare concise reports with supporting examples, recording timestamps, customer impact, and recommended next steps.
• Follow issues through to resolution, including checking with customers after improvements are released.
• Handle subscription, cancellation, and refund conversations within agreed company policies.

What we’re looking for

• Around 3+ years of experience in customer success, SaaS product support, technical support, or a similar customer-facing software role.
• Excellent written English and the ability to communicate clearly with frustrated or confused customers.
• Strong investigative judgment: you examine the available evidence, ask useful questions, and acknowledge when the cause is unclear.
• Confidence learning a detailed software product and explaining its workflows.
• The ability to turn a vague complaint into a specific, actionable issue.
• Ownership of follow-ups and the ability to organize your work independently in a remote environment.
• Careful handling of confidential customer information.

Experience with session-replay tools, usability reviews, or working closely with product and engineering teams is an advantage. Familiarity with trading or financial software is helpful.

Coding is not required. You will work with selected recordings and relevant customer context. Deeper technical investigations and development will be handled by the founder.

What success looks like

Customers receive informed, useful responses. Unresolved problems are followed through. Recurring issues become clear recommendations, and the founder spends less time reconstructing individual customer cases.

We value the quality of your investigations and customer outcomes - not simply the number of tickets closed or recordings watched.

While limited use of AI is acceptable in certain scenarios, a vast majority of insight generation should come from independent and original analysis.

To apply

Complete the survey here: https://forms.gle/eu48TFkXi3PRn1Fr9

Candidates who have not completed the survey will not be considered for the role.

Pay: ₹900,000.00 - ₹1,200,000.00 per year

Application Question(s):

• Have you completed the survey (https://forms.gle/WK7mis2C4UCmB6p46)?

Education:

• Bachelor's (Preferred)

Experience:

• Customer relationship management: 2 years (Preferred)

Language:

• English (Required)

Work Location: Remote

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