Manager - Customer Success

Role overview

Manager - Customer Success at Setu

Employment details

• Location: India

About the employer

• Setu empowers businesses to reimagine financial products for the next billion users.
• We build low-cost, modular API infrastructure so that businesses can go live with a fintech product or service in a matter of days, not months.
• We firmly believe that the only way to make financial products accessible to millions is to remove the red tape involved and switch to a completely digital infrastructure that can handle these small-ticket, high-volume transactions.
• We break these financial products into their fundamental building blocks and offer them as APIs to developers, startups, and enterprises.
• They can then package these APIs into highly custom apps, tailor-made for their customers.
• We believe that financial technology will be a core part of every company's offering.
• And at Setu, we're building the fintech infrastructure that will accelerate this.
• Setu AA (by Agya Technologies) is a licensed Account Aggregator, and an associate entity of Setu.
• Importance of the role At Setu, our largest accounts are not just customers—they are long-term partners who shape how India's financial infrastructure evolves.
• As more enterprise-scale customers come in through Sales, the success of these relationships depends on proactive stewardship, strong commercial understanding, and a deep appreciation of their business goals.
• This role is critical in:
• Owning and growing strategic accounts that anchor Setu's long-term revenue.
• Ensuring post-sales success through seamless implementation, governance, and ongoing value delivery.
• Acting as the voice of the customer internally—driving product, risk, operations, and engineering alignment.
• Protecting and strengthening the trust that enterprise partners place in Setu.
• You will directly influence customer outcomes, renewal health, incremental revenue, and our reputation in the market.
• What will you do at Setu?
• In this role, you will own and grow our largest enterprise accounts, ensuring they derive sustained value from Setu's products.
• You will:
• Own & Grow Large Enterprise Accounts — serve as the primary relationship owner for high-value accounts acquired by Sales, building multi-level stakeholder relationships, driving account planning, and ensuring sustained value delivery through structured governance, QBRs, and long-term roadmaps.
• You will own revenue outcomes for your portfolio by proactively identifying and converting cross-sell and upsell opportunities, expanding product adoption, and driving long-term account growth.
• You will lead commercial conversations end-to-end and ensure sustained Net Revenue contribution from each strategic account.
• Deliver Value & Drive Adoption — develop a deep understanding of each customer's business model and product flows, mapping Setu's APIs and solutions to their needs while ensuring seamless adoption.
• Project & Escalation Management — steer complex integrations and ongoing deliveries by coordinating across teams, ensuring clarity of timelines and responsibilities.
• Be the customer champion — represent the voice of the customer within Setu, sharing insights and feedback that shape product roadmaps and organisational priorities.
• Through standardising enterprise relationship best practices and continuously improving internal processes, you will help elevate how Setu engages and delivers for large customers at scale.
• Track and deliver outcomes — manage revenue targets, maintain healthy pipeline hygiene, and report progress with clarity and ownership.
• Represent Setu with credibility — embody our consultative, problem-solving approach in every client interaction.
• Who is the right fit for this role?
• To excel in this role, you will need—
• Experience in Banking, NBFCs, Fintech, or Credit Bureau ecosystems.
• Strong exposure to regulated environments, including compliance processes and audit requirements.
• Proven experience managing large enterprise accounts.
• Empathy: We operate with a profoundly consultative approach.
• Empathy for the partner is a crucial requirement for this role.
• Asking relevant questions to understand their needs and motivations is critical.
• Making them feel heard can make all the difference between a transactional relationship and a true long-term partnership.
• Exceptional storytelling skills in both verbal and written form.
• Stories are the most effective way to communicate complex ideas.
• Your ability to craft compelling stories in the form of case studies will mean you close deals faster since your customers will understand the value proposition better.
• A burning desire to learn and develop deep fintech expertise.
• Upselling API infrastructure is a lot harder (and more rewarding) than selling cashbacks.
• You will need to know about: ○ How financial products work: You're aware of how financial products are sold to large enterprises. ○ Architecture of legacy systems: In order to educate customers on how we can dramatically improve their business, you must first know where existing systems are broken. ○ Hands-on experience in solution-based sales and a deep understanding of APIs. ○ Deep understanding of industry workflows such as customer onboarding, KYC, loan operations, wealth operations, e-mandates, payouts, and CMS.
• Agility and flexibility: Setu provides many solutions.
• You might walk into a conversation planning to sell a particular product, but your conversations might reveal a different and more pressing customer need.
• At that moment, you must have the presence of mind to alter your sales pitch to address that need and the pitch materials ready to go.
• Why Setu?
• We will spare no efforts to ensure that Setu empowers you to do the most important and impactful work of your career—
• Opportunity to work closely with the founding team who built and scaled public infrastructure such as UPI, GST, Aadhaar, etc.
• We care deeply about your growth.
• So we work hard to provide you with— ○ Exposure to other verticals such as product, engineering, legal, etc. ○ A fully stocked library and unlimited book budget. ○ Tickets to conferences and industry events. ○ Fortnightly learning sessions where we invite both team members and external experts to teach you something new. ○ Learning and development allowance that gives access to subscriptions, courses, certifications, music classes, and much more.
• Grow, learn, and improve with Setu!
• Kick-ass benefits including comprehensive health insurance for you and your family, personal accident and term life insurance, access to mental health counsellors, extraordinary coffee, and a beautiful office with lots of solid wood and natural light.
• We work hard to make sure our team is diverse and varied.
• We interview and hire purely on merit, skill, and competence—everything else is irrelevant.
• Join us if you want to be part of a company that's building infrastructure that will directly impact f inancial inclusion and improve millions of lives.
• No cashbacks, no growth-hacks, no bullshit.
• Just an audacious mission, and an obsession with craftsmanship in code.