Senior Manager, Customer Success

Who are we

Debt collection is one of the most unglamorous and misunderstood industries, which is also seen as unethical, outdated, and unreliable. Want to understand what that means Tell your folks that youre joining a collections company and watch their reaction. Thats the perception we aim to change!

At DPDzero, were a young team of super-enthusiastic, tech-obsessed builders on a mission to redefine the industry and make ethical, AI-driven debt collections the standard going forward. Were not just tweaking the industry, were taking it from human-led to AI-first.

About DPDzero

DPDzero is an AI-powered, full-stack collections platform transforming how banks and NBFCs manage loan delinquencies. Started in 2023, weve grown 20X in just 24 months, partnering with some of Indias largest lenders including RBL Bank, IndusInd Bank, Unity Small Finance Bank, Moneyview, Tata Capital, and more.

Were not building a tool, we&aposre fixing one of the biggest and most ignored problems in banking: debt collections. With our AI agents, data science algorithms, and zero-ops platform, were rewriting how collections are done faster, cheaper, and 10X more ethical than whats existing today. We dont want to change the collections industry. We want to own it.

Whats this role about

Youre the person lenders will love to call, not because things go wrong, but because you make things feel right. You wont own collections, fix product bugs, or run ops but youll stay close to all of them, knowing whats happening, whos on it, and when itll be resolved. This role is built on customer obsession: making lenders feel heard, informed, and valued. You keep the experience tight, the communication clean, and the relationship warm. Its the difference between being just another vendor and being the partner the lender trusts. This role is what makes that difference felt.

What youll do:

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• Be the single point of contact for the lender across onboarding, daily updates, escalations, and reviews.
• Track progress across internal teams (dashboards, WhatsApp, field setup, tech) and ensure the lender is never left guessing.
• Deliver a high-touch, high-trust experience from Day 1 not just smooth, but memorable.

2.Represent the Lender Internally

• Be the voice of the lender inside DPDzero, not filtered, not softened.
• Share sharp, timely feedback on delivery performance.
• Help internal teams focus on what matters and when.

3.Drive Reporting & Review Cadence

• Ensure reports go out like clockwork, daily, weekly or monthly without reminders based on the lenders needs.
• Own QBRs and weekly reviews, prep decks, align internal teams, track follow-ups.
• Keep all communication clean, timely, and insight-rich, you dont just share data, you share confidence.

4.Manage Communication, Not Execution

• Route issues to the right owners field, digital, tech, product.
• Chase till closure and close the loop with clarity and empathy.
• Be proactive, not reactive, if somethings off, you flag it before the lender has to.

5.Curate a Premium, Obsessive Experience

• You dont just serve partners. You wow them.
• Elevate how we show up, WhatsApp updates, call summaries, QBR decks, thank-you notes, milestone nudges.
• Bring warmth, structure, and delight to every interaction.
• Make lenders feel like theyve never worked with a partner this attentive before.

6.Retention & Upsell Enablement

• Drive partner satisfaction track CSAT, NPS, and qualitative feedback with rigor.
• Spot upsell/cross-sell signals and loop in Sales at the right time.
• Flag risks early where were at risk of churn or need to re-earn trust.
• Be the early-warning system for delivery gaps, so we can fix them before they show up in renewals.

Youll Thrive in This Role If You:

• Are obsessed with customer happiness not just satisfaction, but delight
• Follow up like clockwork, track every thread, and never let a lender chase you
• Communicate clearly, warmly, and professionally across email, calls, WhatsApp
• Are wired for structure but add heart to every interaction
• Dont need to own the outcome but deeply care how it lands
• Want your partners to say: Nobody else treats us like DPDzero does.

What You Bring

• 6-8 years in customer success, onboarding, or partner-facing delivery, ideally in fintech, lending, collections, or B2B SaaS
• Experience working with BFSI stakeholders (NBFCs, banks, fintechs) and navigating multi-stakeholder environments
• Strong understanding of data integration, onboarding workflows, and SLA-driven execution
• Comfort coordinating across internal teams tech, product, digital, field, without losing the thread
• Excellent communication and relationship-building skills

Why Join DPDzero

• Youll manage relationships with some of Indias top lenders from Day 1
• Youll work closely with ops, product, field, and leadership theres no red tape here
• This isnt a backend support role, its a partner-facing, trust-building one
• Youll get to shape how lenders experience collections and what they expect from their partners going forward

And yes, the early team benefits: speed, learning and ownership