About Fundamento
We’re on a mission to reinvent how enterprises talk to their customers
At 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 Overview
As 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 Responsibilities

1. 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 strong 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 robust 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

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