Customer Success Associate

STOEX India | Customer Success · Fintech The Prospect

STOEX is building a technology-driven marketplace for tokenized real-world assets (RWAs): India's next-generation wealth accumulation and ownership platform for the retail investor - trusted, transparent and accessible, distributed at scale. Phase 1 starts with digital gold, thereafter, extending to metals, commodities and private-market products, eventually on blockchain-based ownership, settlement and record rails, within regulatory frameworks.

The Customer Success

Associate will support the day-to-day customer journey for our investors, distribution partners and institutional clients, helping ensure smooth onboarding, responsive support and consistent customer experience.

The Role

You’ll support the post-sale customer journey, covering onboarding, product adoption, issue tracking, customer communication and retention activities. You’ll coordinate with internal teams to ensure customer queries - especially those involving money movement, KYC or settlement - are tracked, escalated to the right owners and resolved within agreed SLAs.

Key Responsibilities

- Customer Onboarding & Adoption: Coordinate onboarding of distribution partners and key accounts, including KYC/AM documentation, platform walkthroughs, follow-ups and go-live readiness; maintain onboarding trackers and monitor adoption.




- Customer Support & Escalations: Respond to customer and partner queries, log and categories issues, track resolution timelines and coordinate with internal teams for closure; escalate critical cases promptly to the appropriate owner.
- Cross-functional Collaboration: Capture customer feedback, share recurring issues with Product and Operations, follow upon fixes and releases, and support smooth handovers from Sales to post-sale teams.
- Trust, Compliance & Communication: Ensure customer communication on transactions, holdings and incidents is accurate, timely and aligned with applicable processes and compliance requirements; maintain clear records of complaints, actions and resolutions.

Candidate Profile

- 2–4 years of experience in Customer Success, Account Management or Client Servicing.
- Hands-on experience in customer query handling, issue tracking, coordinating escalations and following up to closure against defined SLAs.
- Exposure to account check-ins, customer health tracking, renewals or business reviews is preferred.
- Working knowledge of CRM (Salesforce, HubSpot, Zoho, Freshdesk, Zendesk or similar) is preferred.
- Strong written and verbal communication in English and Hindi, with a calm, service-oriented and ownership-driven approach under pressure.

Location: Noida (Onsite) | Experience: 2–4 years

📌 Customer Success Associate (Noida)
🏢 Mai Labs
📍 Noida