Company Overview:

Connect and Heal Primary Care Pvt. Ltd. is a leading health-tech organization dedicated to transforming the primary healthcare landscape in India. By integrating technology with a robust network of clinics, diagnostic centers, and specialists, the company provides comprehensive, coordinated care solutions to corporate employees and individuals. Operating at the intersection of digital health and clinical excellence, Connect and Heal manages large-scale health programs that prioritize accessibility, quality, and preventive care, serving as a critical partner for organizations looking to improve the holistic well-being of their workforce.

Role Overview:

As a Customer Success Manager, you will serve as the primary advocate for our corporate partners, ensuring they derive maximum value from our integrated health platforms. You will work closely with HR leaders, corporate stakeholders, and internal product and clinical teams to oversee the end-to-end lifecycle of our client accounts. Your day-to-day involves driving platform adoption, managing complex service delivery expectations, and identifying opportunities to expand our health solutions within existing accounts. By fostering long-term partnerships and ensuring seamless service delivery, you will play a pivotal role in improving health outcomes for thousands of employees while driving sustainable business growth for the company.

Key Responsibilities:

- Manage a portfolio of key corporate accounts by building deep relationships with decision-makers to ensure long-term retention and satisfaction.

- Drive platform usage and engagement metrics by designing and executing targeted communication strategies and health awareness programs for client employees.

- Collaborate with internal cross-functional teams, including operations and product, to resolve client escalations and ensure service delivery meets agreed-upon SLAs.

- Identify and execute opportunities for account expansion and business alliances by understanding the evolving health and wellness needs of our corporate partners.

- Conduct periodic business reviews with stakeholders to present data-driven insights on health trends, utilization patterns, and the overall impact of our primary care solutions.

- Monitor account health through proactive tracking of usage data, intervening early to address potential churn risks and maintaining high levels of client loyalty.

Required Skillset:

- Possess 5 - 8 years of proven experience in managing high-value client relationships, preferably within the health-tech, SaaS, or corporate services sectors.

- Demonstrate strong analytical capabilities to interpret usage data and translate it into actionable strategies for account growth and retention.

- Exhibit exceptional communication and negotiation skills, with the ability to influence senior stakeholders and navigate complex organizational structures.

- Showcase a consultative approach to account management, focusing on solving client pain points rather than just transactional service delivery.

- Maintain a high degree of adaptability to work effectively in a fast-paced, hybrid environment across Bangalore, Delhi NCR, or Gurgaon/Gurugram.

- Hold a relevant graduate or postgraduate degree, with a preference for candidates who have demonstrated success in managing large-scale B2B client portfolios.