Plum - Customer Success Manager

Customer Success Manager

About the team:

Plum's Mid Market operates with 4 core principles:

- We exist to disrupt the insurance industry by raising the bar on customer experience.

- The insurance world has a lot of 'hairy problems' over-complicated systems, too much paperwork, low trust, too much fine print, too many hiding features.

- We want to be the company that is a friendly insurance & health partner not just a service provider, who just takes over, who are super easy to use and super smooth to work with.

- We will learn from our customers We handle more diverse customers than you can imagine and from them our AMs learn and become rock-stars.

- Our customers range from Large Global Capability Centres, Fast Growing Start Ups, niche enterprises like Aerospace-focused companies, etc.

- We are a team which keeps trying to raise the bar in everything from quality of work, people growth to a culture of promoting from within.

- All our current team leaders started off as ICs in the past 2-3 years and are now leading businesses of > 20 Cr of Premiums'.

- We aim to be the first insurance broker in India to manage 10,000 customers and want folks who build systems//processes to achieve this.

- We believe in celebrating and having fun together.

- Sometimes a picture is worth a 1000 words (see this post and the pic below).

About the role:

- Having found product/market fit, we're in the midst of transitioning from 'start-up' to 'scale-up'.

- We are looking for builders, hackers and straight-up hustlers to help us build something memorable.

- We're looking for outstanding account managers who have consistently delivered high customer satisfaction, thrive in taking full ownership of delivering delight to customers and folks who are hungry to smash targets.

- We want people who want a run a mini business of your own.

What you will do:

- You will manage a set of diverse accounts in an end-to-end manner, having 100% accountability of all the outcomes of that account from escalations to relationship building to retention and revenue.

- To get started, you would develop a good understanding of the product and work with different teams to make internal processes more efficient.

- Once you build some credibility, you will also be responsible for cross-selling and getting customer referrals to build your own book.

What you will need:

- Ideally, 2-4 years of experience in B2B sales and a customer-facing role.

- Very strong written and verbal communication and high numeric ability.

- High customer empathy and extreme ownership.

- Strong problem solver, can hustle to unblock customers.

- Ability to work with cross-functional teams to resolve issues.

- Strong adherence to SLAs and processes.