Customer Success Manager - Banking Loyalty

ABOUT THE ROLE

We are looking for a commercial, operationally sharp Customer Success Manager to own a portfolio of banking loyalty clients across South Asia and the Maldives, running on Loyalife, our loyalty SaaS platform. You will carry revenue and retention targets while keeping day-to-day operations tight: accrual and redemption health, order and voucher delivery, tickets and escalations. Banks should see you as the single owner who grows the program and fixes problems before they surface.

WHAT YOU’LL DO

• •Own commercial growth. Deliver against revenue and retention targets across the portfolio. Drive renewals, and identify and close upsell and cross-sell opportunities such as new modules, campaigns, catalog categories and enhancements.
• •Drive accrual and redemption. Track accrual, redemption trends and catalog performance for every bank. Work with Supply and Growth teams to sharpen offers, merchants and categories (vouchers, travel, experiences, merchandise, top-ups) for local consumer preferences.
• •Run BAU with discipline. Own the daily rhythm for every client: tickets, delivery failures, catalog quality, SLAs and closure with Product, Tech and Support. No client should have to chase us for an update.
• •Lead executive relationships. Run QBRs and MBRs, build success plans, and work directly with bank heads of cards, loyalty, digital and marketing to tie program performance to business outcomes.
• •Protect account health. Keep health scores and CRM hygiene current, flag risks early, own escalation plans, and partner with Finance on billing and receivables follow-up.
• •Be the voice of the client. Convert client needs into clear requirements and Jira tickets, and influence the product roadmap with structured feedback.

WHAT WE’RE LOOKING FOR

• •Banking loyalty experience. Hands-on work with bank or card loyalty programs: earn rules, tiers, points liability, redemption catalogs, campaigns and partner merchants. This is the core requirement.
• •SaaS experience. 4 to 7 years in customer success or account management at a B2B SaaS or platform company, with a record of managing enterprise accounts against revenue and retention targets.
• •Commercial instinct. Proven ability to find expansion within existing accounts, negotiate commercial terms and present ROI to senior bank stakeholders.
• •Operational grip. Comfortable running several clients at once, working tickets and escalations to closure, and coordinating Product, Tech, Supply and Support teams.
• •Bank stakeholder skills. Experience with bank governance, procurement, change control and UAT cycles. Familiarity with South Asian banking markets is a strong plus.
• •Communication. Clear, confident written and spoken English, at ease with C-level and senior bank audiences.
• •Tools. Working knowledge of Jira and a CRM (HubSpot preferred), and strong Excel skills for redemption, revenue and account analysis.
• •Location. Based in Bangalore, working from the Xoxoday HQ office.

NICE TO HAVE

• •Experience with a loyalty platform vendor, card issuer, payment network or fintech serving banks.
• •Exposure to Sri Lanka, Bangladesh, Nepal or the Maldives, and willingness to travel for client visits.
• •Comfort working across time zones with clients in South Asia.

WHY JOIN US

Banking loyalty is a recurring-revenue business built on trust and execution. You will hold direct commercial ownership of a portfolio of live bank programs, with real visibility to leadership and a direct line to Product and Supply. If you want a role that