About the job We at Setu are looking for those who share our core belief - “Every Day is Game Day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services. Setu is an acquired entity of Pine Labs, one of the fastest growing fintech companies in India and rapidly expanding its footprint in Asia, UAE, and the US. At Pine Labs, we’re looking for those who share our core belief—‘Every Day is Game Day’. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services. Importance of the role You will live and breathe the maxim “Our customer’s success is our success” as the dedicated CSM for one of our most strategic accounts — a large financial institution. You will be responsible for independently managing and growing customer relationships, driving engagement, and maximizing the usage of Setu's products and services. This includes owning the end-to-end relationship with the customer, ensuring retention, adoption of new features and products, and sustained growth with minimal dependency on the customer’s internal teams. You will work closely with customer stakeholders and business leaders, while also serving as the internal advocate for Setu’s solutions. What will you do at Setu? Your primary responsibility in this role will be to manage Setu’s relationship with a key banking customer. ● You will work out of Mumbai, closely liaising with customer teams while also directly managing and scaling customer activities. ● Serve as the single point of contact between Setu and the customer for all operations, building trust with their teams and ensuring smooth execution. ● Conduct workshops and walkthroughs for customer teams and key users on new product capabilities. ● Assist in preparing GTM documentation, FAQs, and product SOPs for the customer’s teams and internal stakeholders. ● Provide ground feedback from the customer to Setu’s product and business teams, influencing the roadmap for existing and new products. ● This is a long-term engagement role. You will own growth, retention, and reporting for the customer continuously. Who is the right fit for this role? To excel in this role, you will need— ● You have impeccable communication skills: You will need to ensure the right information flows from Setu to the customer at the right time and place. This requires deep empathy and the ability to navigate complex conversations with ease. ● You are tenacious: Especially when working with complex organizational structures and multiple teams. You follow through relentlessly to drive usage and resolve issues with minimal support. ● You have a patient and generous soul: Since you’ll be working with middle-management in large organizations, you will often spend time coordinating between functions. This task requires supreme patience and a giving mentality. ● Command over digital payments infrastructure: You have strong knowledge of digital payments, APIs, and account-based systems. You stay proactive in understanding how these systems evolve and impact both end-users and enterprise experiences. ● You are organized and can multitask well: You are capable of managing a large number of high-value relationships simultaneously, each with their own lifecycle, volumes, and risks. ● You own customer problems: Since a happy customer is an advocate for life, you do what it takes to ensure their problems are fixed quickly as well as for the long term. You are proactive & self-driven to reach your goals. 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 development. So we work hard to provide you with— -Exposure to other verticals such as product, engineering, business, etc. -A fully stocked library and unlimited book budget. -Tickets to conferences and industry events. -Weekly learning sessions on Friday where we invite both team members and external experts to teach you something new. -Sponsored music classes where you can pick your choice of instrument from Piano, Guitar, Drums, Violin, Trumpet, and even learn vocals—on the house! ● Attractive compensation. We don’t want money to ever be a worry. So you can focus on doing your best work. ● Kick-ass benefits including comprehensive health insurance for you and your family, extraordinary coffee, and a beautiful office with lots of solid wood and natural light. Qualifications 4+ years in Customer Success Management winning large Fintech new businesses and a great network of contacts within the customer networks. Excellent negotiation and relationship-building skills. Proficient in data analysis, performance measurement, and strategic planning. Strong teamwork and independent working abilities in a fast-paced environment. Outstanding communication skills, both written and verbal, with the ability to influence and engage stakeholders at all levels Strong people management skills with experience in leading, coaching, and developing teams Our core DNA Our culture code—How We Move, defines the behaviour we expect from our people. When you display any of the six culture code elements, you demonstrate ‘Every Day is Game Day’. The six elements of our culture code— Take the shot: You decide fast and deliver right. Sign your work like an artist: You master what you do and take pride in it. Be the sherpa: You lead your crew on every expedition. Be the CEO of what you do: You own it and make things happen. Care with tough love: You empower others with trust, respect, and openness. Own tomorrow: You innovate for the customer and beyond. Join us if you want to be part of a company that’s building infrastructure that will directly impact financial inclusion and improve millions of lives. No cashbacks, no growth-hacks, no gimmicks. Just an audacious mission, and an obsession with craftsmanship in code.
Job Title
Customer Success Specialist