Role: Head of CSM - Brokers, Insurance, TPAs

Location: Mumbai

Reporting To: CBO & Cofounder

Role Overview:

The head of CSM will be responsible for leading the customer success strategy for ekincare's indirect revenue channels, which include brokers, insurance companies, and TPAs. This position will own the retention, growth, and satisfaction of indirect channel customers by building strong partnerships, ensuring service excellence, and identifying opportunities for account expansion.

The head of CSM will oversee a national CSM team dedicated to the indirect channel and will work closely with sales, marketing, and product teams to deliver measurable business outcomes for partners and their clients.

Success Metrics:

- Ensure >95% customer retention by revenue.

- Achieve 20% YoY wallet share expansion.

- Maintain Customer satisfaction score >8/10.

Key Responsibilities:

- Own retention and expansion targets across brokers, insurers, and TPAs

- Drive renewals, upsell and cross-sell opportunities

- Act as senior contact for strategic partners

- Align ekincare solutions with partner objectives

- Lead CSM team for onboarding, engagement, and SLA adherence

- Resolve escalations and improve service processes

- Build and mentor a high-performing national CSM team

- Define KPIs and career development plans for team members

- Collaborate with sales, product, and marketing teams

- Monitor account health, churn risk, and NPS

- Report retention and growth metrics to leadership

Requirements:

- Experience: 8 to 10 years in customer success, account management, or partnership management, with at least 2 years in a senior leadership role.

- Domain Knowledge: Strong understanding of the insurance, broker, and TPA ecosystem in India.

- Track Record: Proven success in managing large accounts and driving retention and upsell in indirect channels with a portfolio of 100 Cr. Leadership

Skills: Experience building and leading distributed CSM teams.

- Analytical Skills: Ability to leverage data for decision-making and strategy refinement.

- Communication Skills: Exceptional relationship management, negotiation, and presentation abilities.

Benefits:

At ekincare, we are not just building a product - we are redefining how India experiences corporate healthcare. This is an opportunity for high-caliber professionals who want to create meaningful impact at scale and fast-track their careers.

Be part of a winner - A Series B-funded, high-growth startup with patented technology, trusted by 1000+ companies across industries.

Shape the future of health-tech - Work on cutting-edge solutions in one of the fastest-growing domains.

High-impact role - Direct exposure to top management, influencing strategy and outcomes.

Thriving in a dynamic, flat-hierarchy environment with a "fast fail, fast learn" culture that empowers experimentation and rapid iteration.

Career acceleration - ESOPs, attractive performance-based incentives, and the possibility of multiple promotions within a year.

Empowered environment - Dynamic startup culture, flat hierarchy, and a "fast fail, fast learn" approach.

Holistic growth - 360-degree appraisal process and learning opportunities beyond your function.

Well-being matters - Comprehensive medical benefits and fitness perks, including gym, yoga, Zumba, and more.

If you are serious about your career and ready to operate at the top of your game, ekincare is where you belong.