Description:

About Plum.

Plum is India's leading employee health benefits platform.

We cover 600,000 lives across 6,000 companies, growing 80% year on year, cash-flow profitable in FY27, and recently closed our Series B backed by Peak XV, Tiger Global, and Tanglin.

The Charter:

Insurance in India still remains a hairy problem.

No trust.

- Overcomplicated systems.

- Too much paperwork.

- Communication gaps.

- Commoditisation.

- Complication.

- Manual processes.

- Opacity.

- Too much fine print.

- Warped policies.

- Scamming.

- Too many hiding features.

- Loopholes.

- Fear.

- Intimidating processes.

- Plum is fixing this.

- The first 30 days are where trust is built or lost.

- Your job is to make those 30 days exceptional: for every HR admin, and every employee on their team.

- What we want to build is a seamless, high-touch activation journey for every employer and employee from the moment they sign with Plum to the end of their first 30 days.

Not a support queue.

Not a checklist.

A red carpet.

Your job is to lead this charter, from vision to execution.

Why It Matters for Plum:

- First impressions are permanent.

- The first 30 days are when customers decide whether Plum is a vendor or a partner.

- When activation is poor, renewals are transactional.

- When activation is exceptional, customers become advocates the kind who renew without negotiation and refer without being asked.

- Every percentage point of activation gain directly compounds into retention, NPS, and revenue.

- We believe the Red Carpet Experience is a growth lever, not an operational cost.

- Done right, it makes our Account Management team's job easier, our support team's job lighter, and our customers' lives genuinely better.

What you will do:

- Lead the team which will own and manage the onboarding process for our most important customers from pre-sales through successful onboarding closeout.

- Partner closely with Account Managers and Insurers to ensure smooth customer handoff experience.

- Understand customer goals and successfully manage their onboarding timeline towards value.

- Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities.

- Help the team deliver live and scalable training sessions customized to customer maturity and needs.

- Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product.

- Key outcomes you will chase will be the % of customers who achieve the below states in the first 30 days.

- 80%+ Activation.

- Employees 'Insurance Ready' app downloaded, profile complete.

NPS 80 Advocacy.

- Claims NPS target for all first-month claims.

- 3+ Viral Loop.

- Employees proactively praising Plum to their HR team.

Wed love to hear from you if you have:

- Strong problem solving skills (ideal experience of 3+ years at McKinsey, Bain or BCG).

- Total experience of 7-8 years and above.

- Team management experience (can run a large team).

- Deep desire to build with AI (some experience is preferred).

- Ability to influence senior stakeholders at both Plum and insurers to deliver for customers.

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

- High customer empathy.

- Proven project management skills and experience working with multiple customers / on multiple items concurrently.