Role Overview:
The Head of Customer Success is responsible for ensuring FinOS’s enterprise customers and partners effectively adopt and maximize the value of our fintech solutions — including eKYC, Document OCR, eSignature, eCreditScore, Micro-Lending, Micro-Investment, and Micro-Insurance.
This role focuses on maintaining a high level of customer satisfaction, driving renewals, and expanding partnership opportunities, while establishing a scalable Customer Success framework across FinOS’s ecosystem.
Key Responsibilities:
Customer Relationship & Project Delivery:
- Act as the primary contact for customers throughout pre-sales, onboarding, and post-sales stages.
- Understand and analyze business requirements; coordinate with internal teams (Product Owners, Engineers, QA, etc.) to design and deliver tailored solutions.
- Monitor project implementation progress, ensuring service quality and adherence to SLA/KPI commitments.
- Organize user training, onboarding sessions, and operational support for clients.
Customer Retention & Growth:
- Track customer health metrics and proactively propose improvement initiatives (upselling, cross-selling, optimization).
- Gather user feedback and collaborate with Product and Engineering teams to enhance user experience.
- Conduct customer satisfaction and loyalty surveys (CSAT, NPS) and lead initiatives to increase engagement.
- Build long-term partnership strategies with key enterprise clients.
- Monitor service usage and proactively propose improvements to enhance customer value (upsell, cross-sell).
Internal Operation & Reporting:
- Manage customer portfolio and key performance indicators (adoption rate, churn rate, renewal rate).
- Prepare regular reports on project performance, issue tracking, and customer insights.
- Collaborate with senior leadership to define policies that enhance the Customer Success framework and service standards.
- Lead and coach the Customer Success team, ensuring alignment with company vision and operational excellence.
