Customer Success Manager

𝗧𝗵𝗶𝘀 𝗿𝗼𝗹𝗲 𝗶𝘀 𝗳𝗼𝗿 𝗼𝗻𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗪𝗲𝗲𝗸𝗱𝗮𝘆'𝘀 𝗰𝗹𝗶𝗲𝗻𝘁𝘀

𝗦𝗮𝗹𝗮𝗿𝘆 𝗿𝗮𝗻𝗴𝗲: 𝗥𝘀 𝟴𝟬𝟬𝟬𝟬𝟬 - 𝗥𝘀 𝟭𝟴𝟬𝟬𝟬𝟬𝟬 (𝗶𝗲 𝗜𝗡𝗥 𝟴-𝟭𝟴 𝗟𝗣𝗔)

Experience: 3+ yrs

Location: Bengaluru, Pune, Maharashtra, India

Job Type: Full-time

We are looking for a results-driven Customer Success / Account Management professional to manage and grow relationships with B2B SaaS customers in the US healthcare market.

The role will focus on customer retention, renewals, account expansion, and building strong executive-level relationships with customers. You will work directly with US-based clinic owners and healthcare executives, understand their business needs, identify opportunities for growth, and ensure customers consistently realize value from the platform.

This is a high-ownership role suited to someone who is comfortable working independently, making data-driven decisions, and operating in a fast-paced, high-growth SaaS environment.

Key Responsibilities

• Own a portfolio of US-based B2B SaaS customers, building strong and trusted relationships with key decision-makers.
• Drive customer retention, renewals, and account expansion across assigned accounts.
• Identify and execute upsell and cross-sell opportunities to increase Net Revenue Retention (NRR), renewal rates, and expansion revenue.
• Conduct regular customer conversations through voice and video interactions, including business reviews, check-ins, and strategic discussions.
• Act as a trusted advisor to clinic owners and executives by understanding their operational challenges and helping them achieve measurable value from the platform.
• Monitor customer health, engagement, usage, and business outcomes to identify churn risks and growth opportunities.
• Proactively identify trends and customer issues using data and take corrective action before escalation is required.
• Maintain accurate customer and account information within CRM and Customer Success platforms.
• Collaborate with Product, Sales, Support, Operations, and other internal teams to resolve customer challenges and improve the overall customer experience.
• Contribute to the development and improvement of Customer Success playbooks, processes, and engagement strategies.
• Manage customer escalations professionally and ensure timely resolution of critical issues.
• Maintain strong CRM hygiene and ensure customer activities, opportunities, renewals, and account updates are accurately documented.
• Use customer insights and data to provide feedback to internal teams and contribute to product and service improvements.

What Makes You a Great Fit

• 2–5 years of experience in Customer Success, Account Management, or Inside Sales within a B2B SaaS environment.
• Demonstrated success owning renewals, retention, upsells, or expansion motions, with measurable results such as NRR, renewal rate, or expansion ARR.
• Proven experience managing US-based customers through direct voice- and video-based engagement.
• Excellent spoken and written English, with the confidence to independently conduct business conversations with US-based executives and clinic owners.
• Comfortable working a 3:00 PM – 12:00 AM IST shift to align with US business hours.
• Strong data-driven mindset with the ability to independently pull reports, identify trends, assess customer health, and take proactive action.
• Experience in healthcare SaaS, EMR/EHR, practice management, or Revenue Cycle Management (RCM)software is highly preferred.
• Familiarity with Customer Success platforms such as Gainsight, ChurnZero, Totango, or Planhat is an advantage.
• Hands-on experience with Salesforce, HubSpot, or similar CRM platforms, along with strong CRM hygiene practices.
• Experience working in a startup or high-growth environment, particularly where processes and playbooks were built and continuously improved.
• Understanding of US healthcare operations, physical therapy billing codes (CPT), insurance workflows, or CMS compliance is a plus.
• Experience supporting multi-location healthcare groups or franchise-style clinic networks is advantageous.
• Background in clinical operations, healthcare administration, or health-tech solutions consulting is a plus.
• Strong ownership, commercial awareness, communication, relationship-building, and problem-solving skills.