Company Description ERP4Impact is a specialized financial management software designed exclusively for Indian NGOs, consolidating donations, donors, grants, budgets, expenses, and compliance into a single system. Built by Chartered Accountants with extensive CFO experience in Indian non-profits, the platform is tailored to handle FCRA, Income Tax, Audits, and related documentation without relying on generic ERP workarounds. The software enables real-time segregation of FCRA and Non-FCRA entries, one-click tax deduction receipts for donors, ready-to-upload Form Form 113/114 CSV files, live grant utilization and budget tracking the moment expenses are recorded. Auditors/stakeholders can access the system directly without disrupting internal operations. Since launching in 2020, ERP4Impact has been trusted by 50+ NGOs across India, supporting their mission-driven work with robust, compliant financial processes.

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nCompany: Aria ERP4Impact LLP

nLocation: Mumbai (Work from Office)

nExperience: 3–5 years

nEmployment Type: Full time

nCompenstaion (CTC): INR 9,00,000 to INR 10,50,000 p.a.

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nWhat You will Own

nThis role combines customer success, implementation, product coordination, and strategic account management.

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nCustomer Success & Implementation

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- Own end-to-end onboarding and implementation for new NGO customers.
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- Conduct training sessions for finance teams, program teams, and administrators.
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- Drive product adoption through regular customer check-ins and usage reviews.
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- Handle customer queries, support escalations, and implementation guidance.
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- Build long-term relationships with finance heads,



operations teams, and key customer stakeholders.
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- Manage customer renewals and help ensure long-term account success.
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nProduct & Customer Feedback

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- Collect customer feedback and convert it into structured product requirements.
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- Understand customer workflows and translate business requirements into clearly defined engineering problems that developers can build against.
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- Work closely with Product, Design, and Engineering to refine requirements before development.
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- Coordinate the complete validation cycle—from requirement clarification to development discussions, testing, retesting, and final User Acceptance Testing (UAT).
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- Participate in user-level testing before releases and ensure solutions meet real customer use cases.
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- Coordinate deployments and communicate release notes to customers.
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- Analyze recurring support trends and recommend sustainable product improvements.
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nPre-Sales Support

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- Conduct product demonstrations for prospective customers.
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- Understand customer processes and map them to ERP4Impact workflows.
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- Support implementation planning during the sales journey.
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nInternal Operations

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- Prepare customer success reports, implementation updates,



and adoption insights for management.
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- Manage and mentor the Customer Success Executive, helping prioritize work and build ownership.
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- Maintain customer implementation documentation, training material, and internal knowledge resources.
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- Track customer health, adoption metrics, support ticket trends, and implementation progress.
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- Coordinate closely with Engineering to prioritize the product pipeline based on customer impact and business priorities.
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- Ensure smooth cross-functional execution across Customer Success, Product, and Engineering.
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nWhat We Are Looking For

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- 3–5 years of experience in Customer Success, Implementation, Account Management, SaaS Consulting, or ERP implementation.
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- Strong communication, presentation, and stakeholder management skills.
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- Ability to confidently conduct customer meetings, workshops, and training sessions.
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- Strong problem-solving skills with the ability to break down business requirements into structured implementation plans.
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- Experience working with cross-functional teams, especially Product and Engineering.
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- Comfortable managing multiple customer accounts and implementation projects simultaneously.
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nBonus if you have

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- Experience with ERP, Finance, or B2B SaaS products.
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- Exposure to NGOs, CSR organizations, Foundations, or the Social Impact sector.
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- Understanding of financial processes, grants, budgeting, or statutory compliance.
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- Experience in product testing, requirement gathering, or implementation consulting.
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📌 Customer Success Manager (Mumbai)
🏢 ERP4Impact
📍 Mumbai