Senior Associate - Customer Success

About the job

Title: Senior Associate - Customer Success About Us: Setu is reimagining the digital financial future of India. Our products power onboarding, payments, lending, deposits, and financial data flows for dozens of businesses, making complex journeys simple, secure & scalable. Importance of the role: At Setu, our growth accounts—typically fast-scaling customers acquired through inbound channels—represent the next wave of partners who will mature into large, strategic relationships. Managing this portfolio well is essential to ensuring healthy adoption, sustained usage, and predictable revenue maturity. This role directly influences customer satisfaction, activation quality, and long-term growth potential by ensuring each partner gets the right support, guidance, and structure to scale efficiently on Setu’s products. What will you do at Setu? In this role, you will own and grow our inbound accounts, ensuring they derive sustained value from Setu’s products. You will: - Drive Customer Onboarding & Adoption — serve as the primary relationship owner for inbound accounts acquired by Sales, building stakeholder relationships, driving account planning, and ensuring sustained value delivery. Growth is a core OKR for this role—beyond ensuring strong retention, you will be accountable for expanding each account from X to Y through increased adoption, cross-sell, and upsell initiatives. - 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. - Coordinate Cross-Functionally — 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. - 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 handling digital onboarding, KYC, eSign, Account Aggregator, or verification stacks. - Strong product and technical understanding of API-driven workflows. - Proven experience managing operations and product stakeholders within mid-market or enterprise clients. - Excellent documentation, requirements gathering, and clarity-in-communication skills. - 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. - 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. - Kick-ass benefits include comprehensive health insurance for you and your family, personal accident and term life insurance, access to mental health counselors, 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 financial inclusion and improve millions of lives. No cashbacks, no growth-hacks, no bullshit. Just an audacious mission, and an obsession with craftsmanship in code.

Requirements

• Digital Onboarding
• KYC
• API-driven Workflows
• Stakeholder Management
• Consultative Approach

Preferred Technologies

• Digital Onboarding
• KYC
• API-driven Workflows
• Stakeholder Management
• Consultative Approach

Benefits

• Comprehensive health insurance
• Personal accident and term life insurance
• Learning and development allowance

About the company

Setu is reimagining the digital financial future of India. Our products power onboarding, payments, lending, deposits, and financial data flows for dozens of businesses, making complex journeys simple, secure & scalable.