Our impact runs on a real-world scale. Today, over 25 million cards are live on Zeta-powered platforms across 7 countries, supported by a passionate team of 1,700+ Zetanauts across India, the US, EMEA, and Asia. Backed by SoftBank Vision Fund, Mastercard, and other reputed strategic investors, we reached a valuation of $2 billion in 2025.
- Tachyon, our cloud-native banking stack built for population-scale systems
- Cipher, our unified authentication platform for secure, high-volume banking environments
- Digital Credit as a Service, enabling banks to launch credit lines on UPI
- Elena, our intelligent and conversational AI platform for banking
- Pixel, India’s first digital-native credit card, launched in partnership with HDFC Bank, for whom we also revamped their PayZapp mobile app: Winner of the Celent Model Bank Award for Payments Innovation 2024
- Sparrow, the leading card experience for non-prime cardholders in the US… and more across cards, payments, lending, and core banking.
Key Responsibilities
Own and support customer onboarding and implementation activities for assigned banking / fintech partners.
Participate in implementation and project governance calls with clients, partners, and internal teams.
Track key project milestones, dependencies, blockers, and risks to ensure timely go live.
Ensure timely revenue enablement for newly launched customers.
Act as the day-to-day point of contact for customer operational queries and implementation support needs.
Build strong working relationships with client stakeholders and implementation partners.
Ensure seamless customer experience during onboarding and post go-live stages.
Proactively manage customer expectations and communicate project updates clearly.
Collaborate closely with:
Implementation Engineers
Product Teams
Engineering Teams
Internal Customer Success stakeholders
External implementation partners / clients
Ensure timely follow-ups and resolution of open action items.
Support implementation engineers in troubleshooting product, technical, and functional issues.
Coordinate resolution of escalated support tickets and client-reported issues.
Understand customer workflows, API / integration dependencies, and implementation challenges.
Ensure timely incident response and closure within defined SLAs.
Maintain implementation trackers, project status reports, MOMs, and escalation logs.
Document solutions, incident learnings, and contribute to process / knowledge base improvements.
Ensure strong operational rigor and reporting hygiene.
Support monthly billing validation to ensure all newly launched clients are accurately captured.
Identify missed revenue opportunities / billing gaps and coordinate corrective actions.
Assist in revenue analysis and reporting for business reviews and internal insights.
1. Customer Go-Live & Implementation Management:
2. Customer Success & Relationship Management:
3. Cross-Functional Stakeholder Coordination:
4. Technical Troubleshooting & Escalation Support:
5. Documentation & Process Excellence:
6. Revenue & Billing Support:
Skills
Strong customer-facing communication and stakeholder management skills.
Ability to manage multiple priorities, deadlines, and cross-functional dependencies.
Strong ownership mindset with ability to work independently.
Comfortable working in high-pressure, fast-paced environments.
Strong attention to detail and problem-solving ability.
Good understanding of SaaS implementation / customer success workflows.
Basic understanding of APIs, integrations, ticketing systems, and support processes.
Ability to understand technical discussions and coordinate issue resolution.
Knowledge of SLAs, escalations, and support lifecycle.
CRM / ticketing tools (Freshdesk, JSM etc.)
Excel / Google Sheets (reporting, billing analysis, trackers)
Outlook / Teams / stakeholder collaboration tools
Customer / Program Skills:
Technical / Functional Skills:
Tools / Systems:
Preferred exposure to:
Experience and Qualifications
- Customer Success
- SaaS implementation
- Technical account management
- Client onboarding / delivery roles
- SaaS / B2B tech companies
- Fintech / banking / payments domain
- US / global client-facing support environments
Mandatory:
2–4 years of experience in:
Preferred Background:
Experience in:
Working Hours
- Shift aligned to Indian business hours with required overlap with US client working hours for collaboration and customer interactions.
- Flexibility to take US client calls from home beyond standard office hours, especially for critical discussions, escalations, or stakeholder alignment.
- Willingness to support high-priority customer incidents outside regular hours in a hybrid (office + WFH) setup.
- Comfortable operating in ambiguity within a high-ownership role that directly impacts customer success and revenue outcomes.
