Role Description

The Customer Success Partner will be the trusted day-to-day owner of KYC Hub's most important post-sale relationships. You will be the customer's voice inside KYC Hub and KYC Hub's most credible face in front of the customer.

You will manage a book of 40+ mixed-touch enterprise accounts in fintech, banking, payments, crypto, and compliance-driven industries, working primarily with teams who use the product daily, as well as senior stakeholders. You will not own a sales number, but you are expected to spot expansion opportunities early and hand them off cleanly.

The bar for this role is high. We are hiring for comprehension, articulation, and presence: the ability to actually understand what an ops manager or compliance lead is wrestling with, translate it into something product and engineering can act on, and give the customer real confidence that someone smart is on it.

What you'll do
- Own the post-sale relationship for a portfolio of enterprise accounts — onboarding, adoption, ongoing engagement, health monitoring, and retention
- Build deep,



working knowledge of each customer's workflows, risk policies, and operational pain points
- Serve as the customer's voice inside KYC Hub — translating issues, feature requests, and friction into clear, prioritized input for product and engineering, and closing the loop back to the customer
- Run structured QBRs and check-ins that earn — and keep — executive trust
- Spot expansion and upsell signals (new use cases, recent teams, new regions) and tee them up for sales with the context already gathered
- Be the calm, credible presence in escalations — when something breaks, the customer should be reassured the moment you're on the call
- Configure workflows, rules, and product setup directly in the platform; escalate code-level issues to support and engineering with clear, well-described context

Qualifications
- 3–5 years of enterprise B2B SaaS Customer Success experience — not low-ticket, transactional, or

📌 Customer Success Manager (Mumbai)
🏢 KYC Hub
📍 Mumbai