About Fundamento We’re on a mission to reinvent how enterprises talk to their customersAt Fundamento, we’re building voice agents that are transforming how India’s biggest lenders- like IIFL, Paytm, Hero FinCorp, Shriram Finance and Jio Financial Services- talk to their customers. Backed by Google, led by experienced entrepreneurs (Harvard, Oxford, Booth Alumni), and trusted by the financial service giants- this is your chance to work at the heart of AI revolution.Role OverviewAs a Senior Customer Success Manager at Fundamento, you’ll drive value for enterprise clients, unlock growth within accounts, and build scalable systems to elevate customer experience- while mentoring the team and working closely with leadership.Key Responsibilities1. Account Growth & Expansion● Manage 6–8 enterprise accounts, acting as the primary point of contact and trusted advisor.● Drive account expansion through upselling, cross-selling, and increasing adoption.● Deliver measurable ROI for customers by aligning Fundamento’s AI solutions with their business goals.● Maintain robust quality standards and ensure SLAs are consistently met.2. Customer Success & Retention● Track account health using data-driven insights across adoption, usage, billing, NPS, and engagement.● Proactively identify risks, resolve issues, and ensure renewals and long-term retention.● Build strong stakeholder relationships to deepen customer trust and advocacy.3. Process Building & Scale● Design and implement scalable processes to streamline CS workflows, reporting, and customer engagement.● Build playbooks for account expansion, ROI measurement, and customer health monitoring.4.



Team Leadership & Enablement● Mentor and train Customer Success Associates (CSAs) to handle Stage 1 support.● Act as an escalation point for complex customer situations.5. Strategic Exposure● Work closely with the senior leadership & founders on enterprise-wide initiatives and CXO-facing projects.● Share customer insights to influence Fundamento’s AI product roadmap.What We’re Looking For:● 4–7 years of experience in Customer Success, Account Management, or Enterprise Relationship roles.● Strong data analytical skills (Excel/Google Sheets; comfort with dashboards, pivot tables, reporting).● Proven track record in account expansion, ROI delivery, and quality management.● Background in FinTech or SaaS (preferred).● Excellent Communication – fluent, confident, and persuasive in enterprise settings.● Managerial experience – mentoring or leading junior team members.● Flexibility – comfortable with customer schedules requiring non-standard hours.What We Offer● High-Impact Work: Directly shape how some of India’s top lenders engage with millions of customers through AI voice agents.● Ownership & Autonomy: Take charge of enterprise account growth and success, driving adoption and measurable outcomes with full accountability.● Learning & growth: Annual learning allowance of ₹10,000+, mentorship, and hands-on AI exposure.● Flexibility: WFH options twice a month, flexible hours, and competitive appraisal hikes.Have questions? Reach out to [email protected] us at Fundamento to shape the future of AI-powered enterprise conversations. Be part of a teamwhere AI, strategy, and customer impact come together—and where your work drives real changefor some of India’s leading financial institutions.

📌 Enterprise Customer Success Manager (Narela)
🏢 Fundamento
📍 Narela