Job Description - Customer (Partner) Success Manager - B2B

Location	Mumbai
Department	Partnerships
Reporting Manager	V.P. - Partnerships
Company	Appreciate Platform Private Limited

About Appreciate

At Appreciate, we're building the future of global investing by enabling seamless access to international financial products through cutting-edge technology. As we continue to scale our B2B partnerships, we're looking for someone who can ensure our partners have a world-class experience - from onboarding to ongoing success.

Role Overview

We are looking for a proactive and highly organized Customer (Partner) Success Manager who will serve as the single point of contact (SPOC) for our B2B partners including AMCs, IFA aggregators, brokers, and banks. This role is the single point of contact for partners once they go live, responsible for triaging issues, coordinating internal resolution, and ensuring every query is closed within defined turnaround times with clear reporting back to the partner.

This is a cross-functional, high-visibility role that sits at the intersection of partner relationships, product, tech, operations, and customer support. This role is therefore responsible for managing partner relationships, ensuring smooth partner onboarding, driving issue resolution, and acting as the bridge between external partners and internal teams including Product, Engineering, Operations, Customer Service, Compliance, and Business.

The ideal candidate is someone who enjoys solving problems, coordinating across multiple teams, and building long-term strategic relationships.

Key Responsibilities

Partner Relationship Management

• Act as the primary point of contact for assigned B2B partners. Serve as the dedicated post-sale liaison for assigned partners, owning the relationship from onboarding handoff through the partner lifecycle.
• Build and maintain strong, long-term relationships with partners.
• Understand partner requirements and proactively identify opportunities to improve their experience.
• Conduct regular business reviews and health checks with partners.

Partner Onboarding & Implementation

• Own the complete partner onboarding journey.
• Coordinate with internal teams to ensure timely integrations and go-live.
• Track onboarding milestones and ensure adherence to timelines.
• Provide product training and enablement to partner teams.

Cross-Functional Coordination

Serve as the communication bridge between partners and internal stakeholders, including:

• Product Team
• Engineering Team
• Customer Support
• Operations - Banking & Payments Teams
• Compliance & Risk

Ensure partner requirements are clearly communicated and tracked until resolution.

Issue & Escalation Management

• Manage partner queries and escalations end-to-end.
• Coordinate with relevant teams to resolve issues within defined SLAs.
• Provide regular updates to partners until closure.
• Maintain high partner satisfaction throughout the resolution process.

Resolution Management and TAT Adherence

• Track every issue against defined Turnaround Time (TAT) SLAs by issue category and severity.
• Proactively follow up with internal stakeholders to prevent SLA breaches.
• Escalate at-risk or breached issues through the appropriate escalation matrix.
• Maintain a live issue tracker (e.g. Freshdesk or equivalent ticketing system) for full visibility and audit trail.

Process and Relationship Improvement

• Identify recurring or systemic issues and work with internal teams to drive root-cause fixes, not just one-off resolutions.
• Continuously refine SOPs, escalation matrices and communication protocols based on ground realities.
• Build strong working relationships with internal stakeholders across Product, Tech, Ops, and Customer Support to enable faster resolution.

Partner Health Ownership

• Monitor partner satisfaction and flag early warning signs of dissatisfaction or churn risk.
• Act as the internal voice of the partner, ensuring partner feedback informs product and process decisions.

Product Feedback & Process Improvement

• Gather partner feedback and convert it into actionable product enhancement requests.
• Work closely with Product Managers to prioritize improvements.
• Identify recurring issues and recommend scalable process improvements.

Reporting & Analytics

• Track partner health metrics and engagement.
• Prepare dashboards and reports on onboarding status, issue resolution, and partner satisfaction.
• Monitor SLAs and ensure timely closure of action items.

Required Skills & Qualifications

• Bachelor's degree in Business, Finance, Engineering, or a related field.
• 3–7 years of experience in Customer Success, Partner Success, Account Management, Relationship Management, or Program Management.
• Experience working in FinTech, Banking, Payments, WealthTech, Broking, SaaS, or Financial Services is highly preferred.
• Excellent stakeholder management and communication skills.
• Strong project management and coordination abilities.
• Ability to manage multiple partners simultaneously.
• Experience working with cross-functional teams.
• Analytical mindset with strong problem-solving capabilities.
• Comfortable working in a fast-paced startup environment.
• Process orientation: disciplined about TAT tracking, documentation, and reporting cadence.
• Comfortable working with ticketing/CRM tools (e.g. Freshdesk) and building reporting dashboards or trackers.

Preferred Experience and Qualification

• 4 to 6 years experience in partner success, account management, client servicing, or B2B operations, ideally in fintech, wealthtech, banking, or financial services.
• Prior experience working with distribution partners, aggregators, or institutional clients preferred. Familiarity with cross-border investment, broking, or wealth management ecosystems is a strong plus.
• Bachelor's degree required; MBA preferred but not mandatory.

Key Competencies

• Relationship Management
• Stakeholder Management
• Customer Success
• Project Coordination
• Problem Solving
• Communication & Negotiation
• Escalation Management
• Process Improvement
• Ownership & Accountability
• Attention to Detail
• Time Management

What Success Looks Like

• Seamless onboarding of new B2B partners.
• High partner satisfaction and retention.
• Timely resolution of partner issues.
• Effective collaboration across Product, Engineering, Operations, and Support.
• Reduced turnaround time for partner requests.
• Improved partner adoption of Appreciate's products and services.
• Strong partner advocacy and long-term relationship growth.

Why Join Appreciate?

• Be part of a fast-growing fintech building the future of investing.
• Work directly with cross-functional leadership and strategic partners.
• Own impactful projects that shape the partner experience.
• Thrive in a collaborative, high-growth startup environment with significant learning opportunities.

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