ABOUT CREDGENICS

Credgenics is a leading SaaS-based debt resolution and legal automation platform. We help financial institutions improve their collections, reduce delinquencies, and enhance customer relationships using data-driven insights and advanced technology.

JOB SUMMARY

We are looking for an experienced and proactive Customer Success Manager (CSM) to own and drive client success for our Fix My Score product. You will work with financial institution partners to ensure their end customers are actively engaging with and benefiting from the platform. The ideal candidate brings deep CSM experience, a customer-centric mindset, and a strong understanding of fintech or credit products.

KEY RESPONSIBILITIES

Customer Relationship Management

• Act as the primary liaison between Credgenics and assigned financial institution partners (banks, NBFCs), fostering trust and ensuring their satisfaction with the Fix My Score platform.
• Develop and maintain long-term relationships with key stakeholders across client organisations.

Onboarding and Training

• Facilitate seamless onboarding of new institutional clients, ensuring they and their end-customer base are set up for success with the Fix My Score platform.
• Conduct training sessions to ensure clients understand and effectively leverage the platform’s features.

Adoption and Retention

• Drive adoption of Fix My Score by understanding client goals and aligning them with product capabilities.
• Monitor client and end-user engagement metrics, proactively addressing any challenges or drop-off patterns.

Upselling and Cross-Selling

• Identify opportunities to expand the client’s use of the Fix My Score platform, including introducing new features or services.
• Collaborate with the sales team to maximise revenue opportunities within existing accounts.

Client Feedback and Advocacy

• Act as the voice of the customer within Credgenics, channelling feedback from institutional partners and end-users to the product and development teams.
• Advocate for client needs and ensure their issues are resolved in a timely manner.

Performance Monitoring

• Analyse client success metrics (e.g., credit score improvement rates, platform adoption, ROI) and provide actionable insights to improve outcomes.
• Prepare and deliver periodic business reviews to demonstrate the value delivered by Fix My Score.

Risk Mitigation

• Proactively identify risks (e.g., client dissatisfaction, low end-user engagement, or reduced usage) and develop strategies to address them before they escalate.

QUALIFICATIONS & SKILLS

Educational Background

• Bachelor’s degree in Business, Finance, Technology, or a related field.

Experience

• 5+ years of experience in customer success, account management, or a similar client-facing role in SaaS, fintech, or technology sectors.
• Prior experience working with B2Bproducts or consumer-facing fintech solutions is strongly preferred.
• Experience in the banking, NBFC, or credit products space is a plus.

Skills

• Exceptional communication, interpersonal, and presentation skills.
• Strong problem-solving and conflict-resolution abilities.
• Analytical mindset with experience in using data to drive decisions.
• Proficiency in using CRM and customer success tools.
• Ability to manage multiple clients and priorities in a fast-paced environment.
• Understanding of credit bureau reports, credit scores, or lending products is an advantage.