Client Success Senior Manager

Key Responsibilities :

Partner Relationship Management

• Own end-to-end relationship health for a portfolio of large fintech/bank partners post-contract signing.
• Serve as the primary escalation point for partner-side stakeholders across business, product, operations, and compliance teams.
• Build and maintain executive-level relationships with partner organizations, including regular business reviews (QBRs).

Technical & Payments Fluency

• Understand and speak confidently to partners on POS/EDC deployment, UPI QR/Soundbox infrastructure, settlement flows, KYC/onboarding processes, and API integrations.
• Work closely with Bijlipay's product, engineering, and operations teams to troubleshoot partner-reported issues and drive resolution.
• Translate partner technical requirements into internal product/engineering asks, and vice versa.

Account Growth & Retention

• Track and improve key partner health metrics: device activation rates, merchant onboarding TAT, transaction volumes, and churn.
• Identify upsell and cross-sell opportunities (e.g., additional device SKUs, white-label offerings, value-added services) within existing accounts.
• Partner with the BD team on renewal negotiations and commercial expansion discussions.

Operations & Governance

• Ensure SLA adherence across onboarding, deployment, and support workflows for assigned accounts.
• Coordinate with compliance and risk teams on partner audits, KYC escalations, and regulatory requirements.
• Maintain accurate account documentation, health scorecards, and escalation logs (CRM-based).

Cross-functional Coordination

• Act as the internal voice of the partner feeding insights into product roadmap and Technology delivery.
• Collaborate with finance/ops on invoicing, settlement reconciliation, and commercial term adherence.
• Support leadership with partner-facing decks, MBRs/QBRs, and escalation summaries.

What We're Looking For

• 57 years of experience in client success, key account management, or partnerships preferably within fintech, payments, banking, or B2B SaaS.
• Strong working knowledge of payment ecosystems: UPI, POS/EDC hardware, merchant acquiring, settlement cycles, and KYC/compliance basics.
• Demonstrated experience managing large, complex partner relationships (banks, NBFCs, fintech platforms, or PSPs) with multiple internal stakeholders.
• Comfortable reading and discussing technical/API documentation and translating between technical and business teams.
• Excellent stakeholder management and executive communication skills able to run structured business reviews and handle escalations calmly.
• Strong analytical orientation comfortable working with dashboards, health scorecards, and CRM tools (Salesforce/Zoho or equivalent).
• Prior experience with POS device ecosystems, QR/Soundbox products, or offline merchant acquiring is a strong plus.
• Bachelor's degree required; MBA preferred but not mandatory.

What Success Looks Like (First 612 Months)

• Full ownership and health tracking of an assigned portfolio of strategic partner accounts.
• Reduction in unresolved escalations and improved SLA adherence across managed accounts.
• At least one measurable account expansion (new SKU, geography, or service) within the portfolio.
• Established cadence of structured business reviews with key partner stakeholders.