Qapita
Website:
qapita.com
Job details:
About Qapita
Qapita is a Series B equity management platform for startups and listed companies. Qapita supports over 2,000 clients across Asia, ANZ and the US, while engaging their investors and over 500,000 employees.
Qapita's platform offers cap table management tools for startup founders and provides VCs with a holistic view of their portfolio companies, fund administration and portfolio valuation and reporting tools and helps facilitate LP engagement. It also empowers both private and public companies to manage their equity and cash incentive programs (commonly referred to as ESOP).
Complementing their platform, Qapita offers equity compensation and share plan design consulting services, valuation and financial reporting expertise, and private market liquidity solutions tailored to meet the needs of both shareholders and employees.
The Opportunity
Qapita's Customer Success organization is expanding to support our growing customer base across India and globally. We are hiring across four senior roles at the Lead and Manager level, based in Pune and Bangalore. Candidates are encouraged to apply for the role that best matches their experience; we will assess fit across openings during the interview process.
Role 1: Manager, Customer Onboarding (Pune)
A people manager with strong operational discipline and project management expertise, responsible for leading Qapita's customer onboarding function and driving our Time-to-Value (TTV) outcomes.
Key Responsibilities:
- Lead, mentor, and grow a team of onboarding specialists responsible for delivering customers from contract signature to first value.
- Own TTV as a core OKR - set targets, monitor performance, and continuously improve onboarding cycle times.
- Define and enforce SLAs across the onboarding lifecycle, ensuring consistent, high-quality delivery at scale.
- Oversee project management of customer implementations, including risk management, escalation handling, and stakeholder communication.
- Standardize playbooks, templates, and processes across onboarding projects.
- Partner with Sales, Product, and Customer Success to ensure smooth handovers and a unified customer experience.
Required Qualifications:
- 6+ years of overall experience, with 2+ years managing onboarding, implementation, or project delivery teams in SaaS, fintech, or finance.
- Hands-on expertise with Rocketlane, Asana, or equivalent project management tooling, including configuration, reporting, and rollout.
- Demonstrated track record of improving TTV, onboarding velocity, or implementation throughput.
- Strong people leadership skills and experience coaching mid-career professionals.
- Excellent stakeholder management across internal teams and external customers.
Role 2: Customer Success Manager (Pune & Bangalore - multiple openings)
Experienced CSMs to own strategic customer relationships, drive adoption and renewals, and partner with our customers throughout their equity management journey.
Key Responsibilities:
- Craft and implement cohesive CS strategies tailored to critical stages of the customer journey, including upcoming renewals and relationship governance.
- Partner closely with internal functions, including Product, Valuations, and Consulting, to enhance the overall customer experience.
- Plan and execute projects to identify areas for increased product usage and adoption.
- Develop and launch engaging campaigns to educate and nurture customers on the latest product features.
- Regularly report on product adoption, usage, and customer health to the leadership team.
- Maintain a steady, qualified pipeline of renewals.
- Monitor and report on crucial metrics such as renewals, churn rates, and CSAT.
- Educate clients on best industry practices in equity management.
Required Qualifications:
- 4+ years of overall experience in a Customer Success role, preferably in finance, fintech, and/or SaaS.
- A balance of strategic insight, analytical capability, operational efficiency, communication, and collaboration skills.
- Proficiency in delivering high-quality customer experiences through systematic organization.
- Expertise in applying data-driven methods and strong execution capability.
- Proven experience managing senior stakeholders across multiple teams.
- Strong knowledge of relevant CS tools and technologies is a significant advantage.
- Customer-centric mindset with exceptional relationship-building skills.
Role 3: Manager, Customer Success Operations (Pune)
A seasoned CS Operations leader responsible for the operational backbone of the Customer Success organization, including SLAs, dashboards, tooling, and supporting the broader Leads and operations team.
Key Responsibilities:
- Lead and develop the CS Operations team supporting Leads, and the broader customer-facing organization.
- Own operational SLAs end-to-end, define, measure, and continuously improve service levels across customer workflows.
- Build and maintain dashboards and reporting that provide visibility into customer health, team performance, and operational KPIs for leadership.
- Drive process design and continuous improvement across the CS function.
- Manage the CS tech stack (CRM, ticketing, customer success platforms) including configuration, adoption, and integration with other systems.
- Partner with Finance, Product, and RevOps to support forecasting, renewals reporting, and cross-functional initiatives.
Required Qualifications:
- 7+ years of overall experience, with significant time spent in CS Operations, or Customer Operations leadership roles in SaaS or fintech.
- Strong people management experience.
- Deep expertise in dashboarding, reporting, and CS/RevOps tooling.
- Demonstrated track record of designing and operationalizing SLAs at scale.
- Strong analytical and problem-solving skills, with the ability to balance operational rigor with team development.
Role 4: Lead, Customer Success Operations (Pune - multiple openings)
A blend of client-facing relationship management and operational depth - a process-heavy customer success role suited to professionals who enjoy the mechanics of customer success as much as the conversations.
Key Responsibilities:
- Manage a portfolio of customer accounts with a focus on operational execution, renewals support, and process-driven engagement.
- Run recurring customer workflows including health checks, reporting, renewal preparation, and adoption tracking.
- Partner with senior CSMs and Customer Success Managers on strategic accounts to deliver operational outcomes.
- Maintain accurate customer records, dashboards, and reporting across the CS tooling stack.
- Identify opportunities to streamline and automate customer-facing operations.
- Build strong working relationships with customer counterparts on day-to-day operational matters.
Required Qualifications:
- 3+ years of experience in Customer Success, CS Operations, account management, or a similar customer-facing role in SaaS or fintech.
- Strong operational mindset, with attention to detail and comfort working in structured processes.
- Working knowledge of CS or CRM tooling (e.g., HubSpot, Salesforce, Gainsight, or similar).
- Solid communication skills and the ability to manage customer relationships professionally.
- Analytical orientation, with the ability to work across data, dashboards, and reports.
How to Apply
Interested candidates are encouraged to send their CV and a quick note or video introducing themselves and explaining their best use case of Claude in Customer Success to cs.hiring@qapita.com mentioning the role(s) they are applying for. Cover letter is not required. Only shortlisted candidates will be notified; interviews are conducted on a rolling basis.
Diversity Hiring Policy
At Qapita, diversity fuels our innovation and connects us closer to our customers and the communities we serve. We are dedicated to fostering an inclusive workplace where all employees feel valued, respected, and supported. We are an equal opportunity employer, welcoming applicants from all backgrounds to join us in our mission to reshape the future of equity management and ownership in the private markets.
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