Customer Success Manager

Bangalore

About the Team

Wibmo is a full-stack PayTech company and an industry leader in payment security, digital payments, and digital financial services. Our cutting-edge solutions are powering growth across Banks, Fintechs and Businesses. Wibmo is an integral part of the formidable structure of the Prosus Organization. Acquired by PayU in 2019, the brand Wibmo continues to be trusted by leading banks internationally including in India & South Asia, Asia, the Middle East and Africa. 

PayU, the fintech-arm of Prosus, is a leading financial services provider in global growth markets. We use our expertise and heritage in cross border and local payments to extend the services we offer to merchants and consumers. Our innovative technology, developed in-house as well as through investments and strategic partnerships, empowers billions of people and millions of merchants to buy and sell online, extending the reach of financial services.

About the Role

As an individual contributor, the Customer Success Manager is responsible for building and maintaining strong relationships with customers, ensuring a smooth onboarding experience, and driving product adoption to help clients achieve their business goals. The role involves proactively monitoring customer health, addressing issues, and providing timely support to maximize satisfaction and retention. The Customer Success Manager collaborates with internal teams to resolve customer concerns, gathers and shares feedback for product improvement, and identifies opportunities for upselling or cross-selling additional solutions. By serving as the main point of contact, the CSM ensures customers receive ongoing value from Wibmo’s offerings and supports their long-term success.

Responsibilities:

• Good understanding of the payments, fintech and Digital (SaaS, PaaS) background
• Hands on experience in collaborating with cross functional teams such as Product, Engineering, Operations, Sales and Finance.
• Proficient in managing client relationship.
• Hands on in delivering large projects to banks
• Business savy, customer centric and good communication.

Requirements:

• 5+  yrs with minimum 2 years of client facing role experience in payments.
• Should be from a Payments background with deep knowledge on Payment Security
• Sustaining business growth and profitability by maximizing value
• Analyzing customer data to improve customer experience
• Holding product demonstrations for customers and cross selling
• Establish clear client retention goals
• Process milestones for the clients
• Assist customers with setting up and navigating software
• Promote the value of the product
• Upsell services and products with the brand image
• Promote value through customer experience
• Assist in creating training courses and educational materials
• Review customer complaints and concerns and seek to improve the customer experience
• Develop and manage client portfolios.
• Sustain business growth and profitability by maximizing value.
• Improve onboarding processes.
• Evaluate and improve tutorials and other communication infrastructure.
• Mediate between clients and the organization.
• Handle and resolve customer requests and complaints.

 The excitement:

• Opportunity to work with all the leading banks in India , APAC and MEA regions
• Collaborating with business and enginenring and product leaders provide different solutions to the bank.
• Opportunity to learn and witness end to end product, sales and delivery life cycle.

What we offer?

A positive, get-things-done workplace

A dynamic, constantly evolving space (change is par for the course – important you are comfortable with this).

An inclusive environment that ensures we listen to a diverse range of voices when making decisions.

Ability to learn cutting edge concepts and innovation in an agile start-up environment with a global scale.

Access to 5000+ training courses accessible anytime/anywhere to support your growth and development (Corporate with top learning partners like Harvard, Coursera, Udacity).

About us: 

PayU Digital Labs is a full-stack PayTech company and an industry leader in payment security, digital payments, and digital financial services, partnering with 160+ banks across 30+ countries. Our cutting-edge solutions are powering growth across Banks, Fintechs and Businesses. Our foundation is robust. Acquired by PayU in 2019.

Our Commitment to Building A Diverse and Inclusive Workforce

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive, and safe environment, for all our people, communities, and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility, and unbiased attention to every PayUneer so they can succeed, irrespective of gender, color, or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities, or the LGBTQ communities.