Role Summary:

The Head of Customer Success will be the go-to leader for all customer success-related matters within the organization. This role requires a strategic thinker who is proactive, a team builder, and has a deep understanding of APIs, technical support, and customer onboarding processes. The ideal candidate will have a proven track record in leading and scaling customer success teams, fostering a strong team culture.

Key Responsibilities:

1. Team Leadership & Development: Lead, mentor, and manage a high-performing Customer Success team, fostering a collaborative and customer-centric culture. Define team goals, establish metrics, and create frameworks to ensure accountability and success.

2. Customer Onboarding & Engagement: Oversee the onboarding process to ensure customers adopt Cybrilla’s products effectively. Support the team in resolving technical issues while aligning with cross-functional teams to meet customer expectations seamlessly.

3. Technical Expertise: Serve as a subject matter expert on Cybrilla’s products and APIs, guiding the team in technical implementations. Conduct R&D on third-party APIs to enhance integration and improve customer experiences.

4. Strategic Initiatives: Collaborate with product teams to provide customer-focused feedback and drive improvements. Prototype innovative solutions to customer challenges and implement automation to improve team efficiency.

5. Customer Advocacy & Support: Ensure the team delivers exceptional customer support, resolving technical challenges promptly. Act as a customer advocate, representing their needs to improve product and service delivery.

The Skills and Experience Required:

Must have skills :

• 8–11 years of professional experience in Customer Success, Technical Support, or related customer-facing roles.

• Strong understanding of APIs, including the ability to read, interpret, and guide teams through API documentation and integrations.

• Proficiency in technical concepts such as JavaScript, MySQL, and database technologies.

• Demonstrable experience in leading, managing, and scaling customer success teams.

• Excellent communication and interpersonal skills, with a proven ability to build and maintain strong client relationships.

Good-to-Have Skills:

• An understanding of the Indian Mutual Fund Industry and SEBI regulations for RTAs

• An understanding of back-end infrastructure and integrations

What’s in it for you?

1. An attractive compensation and benefits structure that beats the market standards.

2. An ability to own a part of the company via ESOPs 

3. Opportunity to work on a growing product that solves unique digital use cases for the Indian wealth management industry.

4. Flexible work options. Remote / Hybrid 

5. Opportunity to work with the best brains in fintech.

6. Increasing your geek quotient, by attending meetups and conferences. 

7. Grow exponentially by working in small and transparent teams.

8. A culture that promotes transparency and independence with a "#JustShipIt" attitude

About Cybrilla

Cybrilla is a financial infrastructure company that builds APIs from the ground up to support a variety of use cases and enable a superior digital experience for different user personas. 

Cybrilla's current focus is to build the underlying operating system for mutual funds. This enables AMCs / Fintech startups / Wealth management businesses to choose the product(s) that works best for them to curate an awesome experience for their customers and internal stakeholders.

About the Product 

Fintech Primitives(FP) is an API platform that provides solutions to the problem statements of the Indian Mutual Fund domain. The APIs handle domain, regulatory, and technical complexities to enable customers to build different use cases in a short time. Check here to know what our customers are building using FP APIs.