Manager - Customer Success - SaaS Product

About Client :

First health SaaS insurance provider in India with an in-house medical team that helps you care for your employees. Health benefits should be simple, useful, and holistic.

400+ employees across India and recently raised $40 Mn in our Series-B round with the support of flagship investors like Elevation, Y Combinator, Khosla Ventures, and General Catalyst.

Role: Customer Success Manager

Experience: 4 - 10 years

Location: Mumbai (Work from Office)

Requirement for CSM :

- Must have worked in sales or customer success

- Must have had experience in account management

- 4-10 years of total experience

- Must have relevant experience in driving sales, revenue generation, renewals & expansion, and escalation management apart from client servicing and closing deals.

- It has managed a team - that's good to have, but not necessary

- Has to be great in communication

Key Responsibilities :

- Develop a deep relationship with the customer and an understanding of their employee health to suggest specific company product features, interventions, and value propositions. Map, build, and nurture relationships with key stakeholders at your enterprise accounts to ensure they are engaged with us throughout the year

- Be a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefits

- Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with our customers to generate new business (upsell and cross-sell)

- Learn about health insurance and the company's unique health benefits so that you can articulate the value to existing and new customers. Educate our clients about health benefits management and onboard them to our own dashboards and roster management tools

- Help execute and iterate the company onboarding experience to maximize client enrolment in our app and understanding of our benefits

- Be the customer's voice within the company providing feedback to our Product team to develop/identify new features

- Serve as the internal voice of the customer and advocate for our client's needs (services, support, product management, executive alignment)

- Be extremely process-driven and document notes, MoMs, and RCAs managing escalations with clients and driving them internally across different teams

- Manage and track ongoing roster management such as addition/deletion of employees on an ongoing basis and share active employee lists and premium consumed statements with clients on a recurring basis

- Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts, in partnership with the sales team

- Identify opportunities for customer references, testimonials, and case studies

- You will be required to travel on-site