MANUEL FERNANDES
@manuelfernandes3
I’m a Senior Customer Success Specialist driving measurable outcomes in B2B SaaS fintech payments.
IndiaWhat I'm looking for
I’m a Senior Customer Success Specialist with 4+ years of experience in B2B SaaS and fintech payments, translating complex platform capabilities into measurable client outcomes. I’ve managed 30+ accounts end-to-end, delivering 96% CSAT and 98% TAT compliance while protecting ARR through proactive interventions.
At Zenda Technologies, I monitored customer health by tracking adoption signals, platform usage patterns, and payment failure rates to enable early risk identification. I drove product adoption through structured onboarding, proactive check-ins, and tailored success plans aligned to each client’s goals, maintaining 91.7% autopay activation across the portfolio.
I’m technically fluent in API troubleshooting using Postman and CRM management with Salesforce and Freshdesk, with strong cross-functional advocacy with Product and Engineering. I also mentored a 6-member CS team and led new-hire onboarding to reduce ramp-up time by 30%, and I’ve delivered remote-first, globally distributed client support in past roles.
Experience
Work history, roles, and key accomplishments
Senior Customer Success Specialist
Zenda Technologies
Aug 2023 - Present (2 years 11 months)
Managed 30+ enterprise and SMB accounts end-to-end, monitoring customer health signals and executing proactive interventions to protect ARR. Maintained 96% CSAT and 98% TAT compliance and drove 91.7% autopay activation, including reducing enterprise onboarding ramp-up by 35%.
Student Success Specialist
BYJU’S
May 2022 - Aug 2023 (1 year 3 months)
Managed 120+ student accounts across K-12 and competitive exam segments, driving engagement, renewals, and satisfaction. Achieved 95% first-call resolution and delivered 88% renewal rate through proactive lifecycle management.
Subject Matter Expert — Biology
Chegg Inc.
Jun 2020 - Apr 2022 (1 year 10 months)
Provided expert academic support to students in a fully remote environment, building strong async communication and documentation habits within distributed workflows.
Education
Degrees, certifications, and relevant coursework
Jawaharlal Nehru University (JNU)
Master of Science (M.Sc.), Biotechnology
Completed an M.Sc. in Biotechnology at Jawaharlal Nehru University (JNU).
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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