Job Description

About Zeta

Build the future of banking.

Zeta is a next-generation banking technology company providing cloud-native, fully stackable processing and core banking platforms for issuers. With a focus on scalability, compliance, and innovation, Zeta empowers financial institutions to modernize their technology infrastructure and deliver secure, seamless digital banking experiences.
Our impact runs on a real-world scale. Today, over 25 million cards are live on Zeta-powered platforms across 7 countries, supported by a passionate team of 1,700+ Zetanauts across India, the US, EMEA, and Asia. Backed by SoftBank Vision Fund, Mastercard, and other reputed strategic investors, we reached a valuation of $2 billion in 2025.
Our focus is on establishing product lines that focus on key outcomes by addressing real customer pain points, modernizing legacy systems, and strengthening core fundamentals. As a result, our systems and platforms support a wide range of banking and payments capabilities, including:

1. Tachyon, our cloud-native banking stack built for population-scale systems

2. Cipher, our unified authentication platform for secure, high-volume banking environments

3. Digital Credit as a Service, enabling banks to launch credit lines on UPI

4. Elena, our intelligent and conversational AI platform for banking

5. Pixel, India’s first digital-native credit card, launched in partnership with HDFC Bank, for whom we also revamped their PayZapp mobile app: Winner of the Celent Model Bank Award for Payments Innovation 2024

6. Sparrow, the leading card experience for non-prime cardholders in the US… and more across cards, payments, lending, and core banking.

We are an engineering-first organization that values ownership, bias for action, and long-term thinking. Together, we solve some of the hardest problems in banking tech. Our culture is built around trust, collaboration, and creating the conditions for you to drive impact proportionate to your potential. Reinforcing our commitment to creating an inclusive and supportive workplace, we have been consistently recognized as a Great Place to Work
If you want to build cutting-edge banking tech that enables banks to serve millions reliably, securely, and at a population scale, Zeta is your playground.

If you would like to learn more about how we have grown and evolved over the years, watch our journey here You can also explore our website and follow us on LinkedIn, Instagram,YouTube, and X

Key Responsibilities

1. Customer Go-Live & Implementation Management:

• Own and support customer onboarding and implementation activities for assigned banking / fintech partners.

• Participate in implementation and project governance calls with clients, partners, and internal teams.

• Track key project milestones, dependencies, blockers, and risks to ensure timely go live.

• Ensure timely revenue enablement for newly launched customers.

2. Customer Success & Relationship Management:

• Act as the day-to-day point of contact for customer operational queries and implementation support needs

• Build strong working relationships with client stakeholders and implementation partners.

• Ensure seamless customer experience during onboarding and post go-live stages

• Proactively manage customer expectations and communicate project updates clearly.

3. Cross-Functional Stakeholder Coordination:

• Collaborate closely with:

• Implementation Engineers

• Product Teams

• Engineering Teams

• Internal Customer Success stakeholders

• External implementation partners / clients

• Ensure timely follow-ups and resolution of open action items.

4. Technical Troubleshooting & Escalation Support:

• Support implementation engineers in troubleshooting product, technical, and functional issues.

• Coordinate resolution of escalated support tickets and client-reported issues.

• Understand customer workflows, API / integration dependencies, and implementation challenges

• Ensure timely incident response and closure within defined SLAs.

5. Documentation & Process Excellence:

• Maintain implementation trackers, project status reports, MOMs, and escalation logs.

• Document solutions, incident learnings, and contribute to process / knowledge base improvements

• Ensure strong operational rigor and reporting hygiene.

6. Revenue & Billing Support:

• Supportmonthly billing validation to ensure all newly launched clients are accurately captured.

• Identify missed revenue opportunities / billing gaps and coordinate corrective actions.

• Assist in revenue analysis and reporting for business reviews and internal insights.

Skills

Customer / Program Skills:

• Strong customer-facing communication and stakeholder management skills.

• Ability to manage multiple priorities, deadlines, and cross-functional dependencies.

• Strong ownership mindset with ability to work independently

• Comfortable working in high-pressure, fast-paced environments

• Strong attention to detail and problem-solving ability

Technical / Functional Skills:

• Good understanding of SaaS implementation / customer success workflows

• Basic understanding of APIs, integrations, ticketing systems, and support processes

• Ability to understand technical discussions and coordinate issue resolution

• Knowledge of SLAs, escalations, and support lifecycle

Tools / Systems:

Preferred exposure to:

• CRM / ticketing tools (Freshdesk, JSM etc.)

• Excel / Google Sheets (reporting, billing analysis, trackers)

• Outlook / Teams / stakeholder collaboration tools

Experience and Qualifications

Mandatory:

2–4 years of experience in:

• Customer Success
• SaaS implementation
• Technical account management
• Client onboarding / delivery roles

Preferred Background:

Experience in:

• SaaS / B2B tech companies
• Fintech / banking / payments domain
• US / global client-facing support environments

Working Hours

• Shift aligned to Indian business hours with required overlap with US client working hours for collaboration and customer interactions.
• Flexibility to take US client calls from home beyond standard office hours, especially for critical discussions, escalations, or stakeholder alignment.
• Willingness to support high-priority customer incidents outside regular hours in a hybrid (office + WFH) setup.
• Comfortable operating in ambiguity within a high-ownership role that directly impacts customer success and revenue outcomes.

Equal Opportunity

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.