Customer Success Specialist

About DIGITAP.AI
DIGITAP.AI is an Enterprise SaaS company providing advanced AI/ML and Alternate Data
Solutions to new-age, internet-driven businesses. Our solutions enable reliable, fast, and
compliant Customer Onboarding, Automated Risk Management, Fraud Detection, and
other value-added services.
Our proprietary Machine Learning algorithms and modules deliver industry-leading
success rates. We work with some of India’s leading digital lenders, bringing together deep
expertise in Fintech, Product & Risk Management, Fraud Detection, and Risk Analytics.
About the Role
We are looking for a Customer Success Specialist who will be responsible for ensuring a
seamless customer onboarding experience and providing ongoing support to our clients.
The ideal candidate should have a customer-first approach combined with basic technical
knowledge of REST APIs, JSON, and API testing tools such as Postman. You will work
closely with customers and internal Product, Engineering, and Risk teams to understand
requirements, troubleshoot issues, and drive successful adoption of DIGITAP.AI's
solutions.
Key Responsibilities
• Manage and coordinate customer onboarding and implementation from initiation
to go-live.
• Understand customer requirements and translate them into actionable
implementation and support activities.
• Provide first-level technical support for API and integration-related queries.
• Analyze REST API requests, responses, JSON payloads, status codes, and error
messages to troubleshoot issues.
• Use Postman or similar API testing tools to test APIs and validate integrations.
• Coordinate with Product and Engineering teams to investigate and resolve technical
issues.
• Maintain regular communication with clients and provide timely updates on open
issues and requests.
• Build and maintain strong relationships with customers and act as a trusted point of
contact.
• Track onboarding milestones, issues, dependencies, and resolutions to ensure
timely implementation.
• Identify recurring customer issues and contribute to improving documentation,
processes, and product experience.
• Gather customer feedback and communicate insights internally to help improve
products and services.
• Support customer adoption and ensure a positive experience throughout the
customer lifecycle.
Required Skills & Qualifications
• 2–5 years of experience in Customer Success, Client Success, Technical Support,
Implementation, SaaS Support, or a similar role.
• Basic understanding of REST APIs, HTTP methods, JSON, API responses, and
status codes.
• Hands-on experience with Postman or other API testing tools.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong client-handling and relationship-management abilities.
• Ability to understand technical issues and explain them clearly to non-technical
stakeholders.
• Strong ownership and attention to detail.
• Ability to collaborate effectively with Product, Engineering, Risk, and other internal
teams.
• Willingness to learn and work in a fast-paced SaaS and Fintech environment.

Good to Have
• Experience working with Fintech, Digital Lending, BFSI, Payments, or Risk/Fraud
platforms.
• Experience with customer onboarding or API-based product implementations.
• Familiarity with API documentation tools and platforms.
• Basic understanding of KYC, fraud detection, risk assessment, or digital lending
workflows.
• Experience working with enterprise or B2B SaaS customers.
What You’ll Gain
• Opportunity to work with AI/ML-driven Enterprise SaaS solutions.
• Exposure to India's fast-growing Fintech and digital lending ecosystem.
• Hands-on experience with APIs, integrations, customer onboarding, risk
management, and fraud detection.
• Opportunity to work closely with leading digital lenders and cross-functional
technology teams.
• A role with strong opportunities for learning, ownership, and career growth.