AVP Customer Success

Gurugram, Sector 62 | Full-Time | Customer Success | Experience: 12–15 Years | Reports to: Chief Operating Officer (COO)

About FREED

FREED is India's first comprehensive debt relief platform, built on the belief that financial freedom is a right, not a privilege.

Since 2020, we have helped thousands of individuals take control of their financial lives, with 1,500 Crore+ in debt enrolled, 30,000+ customers served, and 10,000+ accounts resolved.

Founded by Ritesh Srivastava and backed by leading investors, FREED is a fast-growing, purpose-driven fintech organisation on a mission that matters.

About the Role

We are looking for an experienced AVP – Customer Success to lead and scale our Customer Success function. Reporting to the COO, you will own the customer success strategy, drive customer engagement and retention, improve customer outcomes, and build a scalable, customer-centric organization.

What You'll Do

- Define and execute the Customer Success strategy aligned with business goals.
- Own the end-to-end customer journey, from onboarding to successful resolution.
- Drive customer engagement, retention, satisfaction, and long-term outcomes.
- Build customer health metrics and proactive intervention frameworks.
- Identify customer pain points and drive continuous improvements.
- Lead, develop, and scale high-performing Customer Success teams.
- Partner with Product, Technology, Operations,



Finance, Risk, and other teams to improve customer experience.
- Establish and monitor key metrics, dashboards, and governance frameworks.
- Represent the voice of the customer across the organisation.
- Present customer insights and strategic recommendations to the COO and senior leadership.

What We're Looking For

- Bachelor's degree; MBA or equivalent qualification preferred.
- 12–15 years of experience in Customer Success, Customer Experience, Operations, Relationship Management, or related functions.
- Proven experience in leading and scaling customer-facing teams.
- Experience in FinTech, Banking, NBFC, Lending, Payments, or Financial Services preferred.
- Strong understanding of customer lifecycle management, engagement, retention, and customer outcomes.
- Strong strategic, analytical, leadership, and stakeholder management skills.
- Experience building processes and systems in a high-growth environment.

Why FREED?

Join India's first debt relief platform and lead a function that directly impacts the lives of individuals working towards financial freedom. At FREED, you'll have the chance to build, scale, and shape Customer Success in a fast-growing, purpose-driven fintech organisation.

Apply Now

Share your resume at [email protected]. We review every application and will reach out to shortlisted candidates.

📌 AVP Customer Success (Haryana)
🏢 Freed India
📍 Haryana