Lead/Manager, Customer Success (Multiple Roles in India)

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