Purpleplum
Website:
purpleplumfi.com
Job details:
Company Description:
Purpleplum is a global fintech infrastructure company enabling banks, fintechs, and enterprises to innovate and scale financial products with speed and efficiency. Our unified digital banking and embedded finance platform simplifies complex processes by seamlessly integrating with core banking systems, payment networks, and third-party providers. By reducing time-to-market from years to weeks, we empower modern financial institutions to deliver cutting-edge financial solutions, including payments, cards, lending, and embedded finance. With a presence in the US, Middle East, and India, Purpleplum is revolutionizing banking by building a next-generation operating system for modern finance.
About the Role:
As a Customer Success Manager at Purpleplum, you will be the primary advocate and strategic partner for our clients, ranging from Tier-1 banks to emerging Neo-banks and Fintechs. You will ensure that our partners seamlessly integrate and derive maximum value from Purpleplum’s Fintech-as-a-Service (FaaS) platform, including our digital onboarding, lending, and global collection solutions.
Your mission is to guide customers through the post-sales journey—from initial API integration to full-scale market launch—ensuring high retention, driving feature adoption, and identifying opportunities for them to expand their financial product offerings using our stack.
Responsibilities:
Customer Onboarding & Integration:
- Lead the Transition: Act as the bridge between Sales and Delivery, ensuring a smooth handoff and successful onboarding for new financial institution partners.
- Technical Guidance: Assist clients in understanding our API documentation and low-code OMNI-channel components to speed up their time-to-market.
- Project Stewardship: Oversee the implementation phase, ensuring that the digital banking journeys being built align with the client’s brand and regulatory requirements.
Relationship & Value Management:
- Success Planning: Develop and execute "Success Plans" that define what ROI looks like for the client (e.g., higher loan conversion, faster KYC, or reduced operational costs).
- Quarterly Business Reviews (QBRs): Conduct regular health checks and strategic reviews with stakeholders to showcase value and align on future roadmaps.
- Churn Mitigation: Proactively identify "at-risk" accounts by monitoring platform usage data and sentiment, intervening with solutions before renewal cycles.
Product Advocacy & Feedback Loop:
- Voice of the Customer: Gather granular feedback on user experience (UX) and API performance, funneling actionable insights directly to the Product and R&D teams.
- Feature Adoption: Educate clients on new releases (e.g., new payment rails, virtual card features, or FX tools) to ensure they are utilizing the full breadth of the Purpleplum ecosystem.
Growth & Retention:
- Commercial Continuity: Manage the renewal process end-to-end, ensuring high retention rates.
- Expansion Identification: Collaborate with the Sales team to identify "upsell" opportunities, such as moving a client from digital onboarding to full-scale digital lending or global accounts.
Qualifications:
- Education: Bachelor’s degree in Business, Finance, Computer Science, or a related field.
- Experience: 5+ years of experience in Customer Success, Account Management, or Technical Consulting, specifically within SaaS, Fintech, or Digital Banking.
- Domain Knowledge: Solid understanding of the fintech landscape, including KYC/KYB processes, digital lending, and API-led connectivity.
- Technical Literacy: Comfortable discussing APIs, SDKs, and cloud-based financial infrastructure with technical stakeholders.
Required Skills:
- Problem Solver: A "roll-up-your-sleeves" mentality with the ability to troubleshoot integration bottlenecks and business logic gaps.
- Communication: Exceptional ability to translate complex fintech concepts into simple, value-driven language for both developers and C-level executives.
- Analytical: Proficient in using data/CRM tools to track customer health scores and platform engagement metrics.
- Adaptability: Thrives in a fast-paced startup environment where processes are evolving, and the ability to work autonomously is key.
- Banking Acumen: Familiarity with core banking systems and the regulatory nuances of the financial services industry in the APAC/India region.
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