Location: Mohali, India
Shift Timing: EST Night Shift - EST Hours)
Employment Type: Full-Time
We are looking for a proactive and customer-obsessed Customer Success Manager who is passionate about helping customers achieve measurable business outcomes. This is not a traditional support role. We are looking for someone who thinks beyond completing task s and instead focuses on solving customer problems, improving product adoption, reducing churn, and driving long-term customer success.
The Customer Success team engages after the onboarding phase, when customers have already completed their initial implementation and training. Your responsibility will be to maximize customer value, improve retention, and become a trusted advisor through out their journey. Healthcare and Wellness SaaS experience will be a strong advantage.
Key Responsibilities
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Own the post-onboarding customer journey and ensure customers continue to achieve success with our platform.
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Monitor customer health and identify accounts showing early signs of churn.
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Take proactive actions to bring at-risk customers back to a healthy adoption state.
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Build strong relationships with customers and become their trusted success partner.
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Analyze customer behavior, usage patterns, and feedback to identify opportunities for improved engagement.
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Collect customer insights and translate them into actionable recommendations for Product, Engineering, and Leadership teams.
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Identify customer interests and business goals that can influence our product roadmap.
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Increase product adoption by introducing relevant features, best practices, and workflow improvements.
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Conduct regular business reviews with customers and measure success against agreed outcomes.
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Collaborate with Sales, Product, Support, and Engineering teams to resolve customer challenges efficiently.
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Drive customer retention, expansion opportunities, and long-term satisfaction.
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Maintain accurate customer health scores, success plans, and engagement records.
What We're Looking For (Required Experience)
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3+ years of experience in Customer Success, Account Management, or Customer Growth for a digital product or SaaS company.
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Proven experience improving customer retention and reducing churn.
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Experience working with fast-growing startups or product-led companies.
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Strong analytical mindset with the ability to convert customer insights into business actions.
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Excellent communication and relationship-building skills.
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Comfortable working in the EST time zone.
Preferred Experience
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Healthcare or Wellness SaaS experience.
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Experience with CRM and Customer Success platforms.
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Understanding of customer health scoring, lifecycle management, and success metrics.
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Experience working closely with Product teams to influence roadmap decisions.
Who Will Succeed in This Role
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Thinks problem-first, not task-first.
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Takes ownership instead of waiting for instructions.
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Loves understanding customer behavior and business challenges.
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Uses data and customer insights to improve retention.
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Is proactive rather than reactive.
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Enjoys working in a startup environment where continuous improvement is expected.
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Can balance customer happiness with business growth.
Success Metrics
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Reduction in customer churn.
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Improvement in customer health scores.
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Increase in product adoption and feature utilization.
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Higher customer retention and satisfaction (CSAT/NPS).
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Actionable customer insights delivered to Product and Leadership.
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Successful recovery of accounts identified as churn risks
