Lead customer success for BFSI accounts at LeadSquared, driving product adoption and measurable outcomes across lending and insurance lifecycles.

About the Company

LeadSquared is a rapidly growing SaaS CRM platform serving over 2,000 customers worldwide. The company has carved a strong niche in the BFSI (Banking, Financial Services, and Insurance) sector, powering digital lending and insurance CRM solutions. With a global footprint spanning India, the United States, the Middle East, and ANZ, LeadSquared employs more than 750 professionals and is recognized for its innovative, domain-specific approach to customer relationship management. The organization fosters a culture of empathy, recognition, and continuous investment in its people, offering real ownership and impact across roles.

Role Overview

As Assistant Manager - Customer Success, you will be responsible for building and nurturing deep, trusted relationships with key BFSI accounts, including banks, NBFCs, housing finance companies, insurers, and digital lenders. Based in Mumbai, you will drive adoption of LeadSquared across the entire loan and policy lifecycle — from lead capture to underwriting handoffs, disbursement tracking, renewals, and collections workflows. Your primary goal is to ensure customers realise measurable value, maximize retention, and contribute to revenue growth. You will be the main point of contact for BFSI clients, engaging credit, risk, operations, compliance, and business leadership teams.

Key Responsibilities

• Build and own deep, trusted relationships with key BFSI accounts — banks, NBFCs, housing finance companies, insurers, and digital lenders.
• Drive adoption of LeadSquared across the loan/policy lifecycle — lead capture, underwriting handoffs, disbursement tracking, renewals, and collections workflows — ensuring customers realise measurable value.
• Be the primary point of contact for BFSI clients, engaging credit, risk, operations, and compliance stakeholders as well as business leadership.
• Conduct regular business reviews and success planning sessions with senior stakeholders, framed around BFSI outcomes (TAT reduction, disbursement funnel efficiency, policy conversion, cost-per-acquisition).
• Act as the voice of the BFSI customer internally — collaborate with product, sales, and delivery teams on domain-specific needs (bureau integrations, eKYC/eSign workflows, regulatory reporting requirements).
• Proactively identify risks — including those tied to regulatory changes (RBI/IRDAI guidelines, KYC/AML norms) — and implement strategies to maintain high retention.
• Track and improve CSAT, NPS, adoption, and engagement metrics across your BFSI portfolio.
• Stay current on BFSI industry and regulatory developments (digital lending guidelines, data localisation, consent-based data sharing) that could impact customer usage or compliance posture.

Tech Stack

The role involves working with a modern SaaS platform and various integrations crucial for BFSI operations. The technology stack includes:

• Core Systems: Loan Origination Systems (LOS) and Loan Management Systems (LMS) such as FinnOne, Newgen, and Lentra.
• Integrations: Credit bureau APIs (CIBIL, Experian, CRIF), eKYC/Aadhaar-based verification, DigiLocker, and eSign workflows.
• CRM & Customer Success Platforms: Salesforce, Gainsight, Zoho.
• Regulatory & Compliance Tools: Knowledge of RBI/IRDAI guidelines and data localisation requirements.
• Product & Collaboration Tools: LeadSquared CRM platform, internal communication and project management tools.

This position offers an opportunity to work at the intersection of technology and financial services, directly impacting the digital transformation of lending and insurance processes.

• Experience in a client-facing role — customer success, account management, or similar — ideally with BFSI (banking, NBFC, insurance, or fintech lending) clients
• Working understanding of the lending or insurance lifecycle — loan origination, underwriting, disbursement, and collections, or policy issuance and renewals
• Strong stakeholder management skills — comfortable engaging CXOs, credit/risk heads, and compliance decision-makers
• Solid understanding of CS metrics: CSAT, NPS, adoption, retention, and health scoring
• Excellent communication and problem-solving skills — clear, confident, and consultative, especially when navigating compliance-sensitive conversations
• Ability to manage multiple BFSI accounts simultaneously without dropping the ball
• Experience working in a fast-paced, cross-functional environment

Good to Have:

• Prior experience with core banking systems, Loan Origination Systems (LOS), or Loan Management Systems (LMS) — e.g., FinnOne, Newgen, Lentra, or similar
• Familiarity with BFSI-specific integrations — credit bureau checks (CIBIL/Experian/CRIF), eKYC/Aadhaar-based verification, DigiLocker, or eSign
• Awareness of RBI/IRDAI regulatory guidelines relevant to digital lending or insurance distribution
• Familiarity with CRM or customer success platforms — Salesforce, Gainsight, Zoho
• Prior experience in SaaS or technology-driven organisations serving BFSI clients

• One of the fastest-growing SaaS CRM companies — 2,000+ customers, global footprint, with a leading position in BFSI digital lending and insurance CRM
• Real ownership — your work directly impacts loan/policy funnel outcomes and company revenue
• A culture built on empathy, recognition, and genuine investment in people
• 750+ teammates across India, US, Middle East and ANZ