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:
Monitor project implementation progress, ensuring service quality and adherence to SLA/KPI commitments.
Organize user training, onboarding sessions, and operational support for clients.
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.
Customer Retention & Growth:
Monitor service usage and proactively propose improvements to enhance customer value (upsell, cross- sell).
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.
Track customer health metrics and proactively propose improvement initiatives (upselling, cross- selling, optimization).
Build long- term partnership strategies with key enterprise clients.
Internal Operation & Reporting:
Prepare regular reports on project performance, issue tracking, and customer insights.
Manage customer portfolio and key performance indicators (adoption rate, churn rate, renewal rate).
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.
