Customer Success Manager

ABOUT US
Datacultr is a global Digital Operating System for Risk Management and Debt Recovery, we drive Collection Efficiencies, Reduce Delinquencies and Non-Performing Loans (NPL’s). Datacultr is a Digital-Only provider of Consumer Engagement, Recovery and Collection Solutions, helping Consumer Lending, Retail, Telecom and Fintech Organizations to expand and grow their business in the under-penetrated New to Credit and Thin File Segments.
We are helping millions of new to credit consumers, across emerging markets, access formal credit and begin their journey towards financial health. We have clients across India, South Asia, South East Asia, Africa and LATAM.
Datacultr is headquartered in Dubai, with offices in Abu Dhabi, Singapore, Ho Chi Minh City, Nairobi, and Mexico City; and our Development Center is located out of Gurugram, India.

ORGANIZATION’S GROWTH PLAN

Datacultr’s vision is to enable convenient financing opportunities for consumers, entrepreneurs and small merchants, helping them combat the Socio-economic problems this segment faces due to restricted access to financing.
We are on a mission to enable 35 million unbanked & under-served people, access financial services by the end of 2026.

Position Overview

We are seeking an experienced Technical Account or Post Sales Technical Management professionals with a strong background in SaaS and Financial Services, capable of blending technical expertise with commercial acumen. The ideal candidate will manage key banking and fintech clients, drive account expansion, resolve complex technical challenges, and identify growth opportunities through consultative engagement.
This role bridges Customer Success, Technical Consulting, and Sales Enablement, ensuring clients achieve measurable outcomes while contributing to Datacultr’s revenue growth.

Core Responsibilities

Client Success & Relationship Management
Serve as the primary technical and business point of contact for key clients, building deep partnerships with CXOs, business heads, and IT stakeholders.
Understand client objectives, challenges, and technology ecosystems to align Datacultr’s platform with their strategic goals.
Proactively monitor customer health, adoption trends, and satisfaction to ensure retention and long-term success.

Account Growth & Sales Enablement
Own commercial expansion within assigned accounts, identifying upsell, cross-sell, and renewal opportunities aligned with customer needs.
Collaborate with internal Sales and Customer Success teams to design tailored proposals and business cases that demonstrate ROI.
Drive quarterly business reviews (QBRs) with clients to showcase platform value, usage insights, and new product capabilities.
Partner with the Sales leadership to contribute to revenue forecasts, pipeline planning, and expansion targets.
Support the pre-sales process for renewals and new opportunities by articulating technical capabilities, preparing demos, and responding to RFPs/RFIs.

Technical Consultation & Solution Delivery
Support the pre-sales process for renewals and new opportunities by articulating technical capabilities, preparing demos, and responding to RFPs/RFIs.
Provide consultative guidance on product best practices, architecture, and integrations for financial institutions.
Lead technical onboarding and configuration for new customers, ensuring a smooth implementation and adoption experience.
Translate business requirements into actionable platform configurations, working closely with Product and Engineering teams.

Issue Resolution & Escalation Management
Act as the client advocate during technical escalations, ensuring timely resolution through cross-functional coordination.
Communicate incident status, mitigation steps, and resolution timelines effectively with both clients and internal stakeholders.

Training, Reporting & Insights
Design and deliver training sessions, workshops, and technical documentation for client teams.
Develop data-driven reports and dashboards on usage metrics, engagement, and ROI to guide strategic decision-making.
Share client feedback and market insights with internal teams to influence product roadmap and innovation priorities.

Key…