Pococare - Lead - Enterprise Client Success & Strategic Relationship

Role Overview

We are seeking a passionate, client-focused leader to head our Customer Success function at Pococare. In this role, you will act as the primary advocate and strategic advisor for our enterprise clients, ensuring they achieve their business objectives through our health-tech platform. This position is pivotal in driving smooth onboarding, high user engagement, and 100% contract renewals by building trusted partnerships with mid- to senior-level client stakeholders.

The ideal candidate comes from healthcare or adjacent sectors (insurance, wellness, corporate benefits) and brings enterprise-level account management experience - not a background in IT services or call centers. (This is not a call center or helpdesk support role, but rather a strategic, relationship-driven account management position.) We want someone who blends exceptional relationship management skills with strategic thinking to guide our clients' success journey, all while inspiring their own team to deliver outstanding service.

Key Responsibilities:

Client Onboarding & Activation: Oversee 100% onboarding of new B2B clients and activation of their employees onto the Pococare platform and emergency readiness program. Ensure a seamless post-sale handover and swift adoption of our services for each enterprise client.

Relationship Management: Build and nurture trusted relationships with client stakeholders (HR, benefits managers, senior leadership), maintaining high-touch engagement to drive customer satisfaction, solution adoption, and long-term retention. Keep Pococare "top-of-mind" for users through regular communication (wellness sessions, training webinars, feedback surveys) and by sharing usage insights that demonstrate value.

Strategic Account Planning: Develop and execute tailored success plans aligned with each client's needs and health objectives. Act as the client's strategic partner, understanding their business challenges and proactively identifying opportunities where our solutions can deliver additional value or growth. Lead Quarterly Business Reviews (QBRs) and strategic meetings to present progress, gather feedback, and align on next steps.

Issue Resolution & Advocacy: Serve as the primary point of contact and escalation lead for any client issues. Coordinate cross-functionally with Product, Operations, and Support teams to ensure timely resolution of problems and to advocate for client needs in our product roadmap. De-escalate conflicts and troubleshoot challenges with a calm, solution-oriented approach, maintaining client trust even under pressure.

Team Leadership: Lead, mentor, and manage a team of Customer Success Executives. Set clear performance benchmarks (e.g. service level agreements and experience metrics) and coach the team to meet or exceed them. Foster a customer-centric team culture that emphasizes proactivity, continuous improvement, and accountability for client outcomes.

Retention & Growth: Own the client relationship end-to-end from onboarding through renewal. Drive 100% renewal of contracts by ensuring clients realize ongoing value and by addressing concerns well before renewal dates. Identify and pursue opportunities for account growth - for example, upselling additional services (ambulance access, virtual doctor consultations) - in alignment with client goals, to maximize customer lifetime value. Every interaction should reinforce our role as a long-term partner in the client's health and wellness strategy.

Desired Qualifications

Education & Domain Experience:

- MBA or relevant advanced degree from a reputable institution (preferred).

- 5-8+ years of experience in customer success, enterprise account management, or client services - ideally within healthcare, insurance, wellness, or corporate benefits sectors. Prior exposure to health-tech, emergency care, or employee benefit platforms is a strong plus.

- Enterprise Client Management: Proven track record managing and growing high-value B2B client relationships with multiple stakeholders at senior levels. Experience navigating complex client organizations and delivering results for mid- to large enterprise accounts is essential.

Communication & Presentation: Excellent communication skills, both written and verbal. Able to present to and influence C-suite and senior executives with confidence. Capable of translating complex healthcare or technical information into clear business insights for diverse audiences.

Strategic & Analytical Mindset: Demonstrated strength in strategic thinking and problem-solving - able to analyze client data or feedback to diagnose issues, identify opportunities, and craft creative solutions. Comfortable using CRM systems, dashboards, and analytics tools to drive decisions. Detail-oriented with the ability to manage multiple enterprise projects without dropping the ball.

Leadership & Collaboration: Experience leading teams or mentoring staff in a client-facing context (team leadership experience preferred). Highly collaborative, with the ability to work across internal departments and influence without authority to marshal the right resources for client success.

Drive & Accountability: Self-motivated and customer-obsessed, with a strong sense of ownership over client outcomes.- High level of integrity, empathy, and a "whatever-it-takes" attitude to meet client needs. Resilience in handling challenges and a proactive approach to preventing issues before they arise.

Note: We seek candidates who have thrived in relationship-driven, strategic customer success roles. If your background is primarily in IT support, helpdesk, or call center operations, this position will likely not be the right fit, as success here requires proactive enterprise account management rather than transactional support.

Key Soft Skills & Competencies

Exceptional Communication & Listening: Ability to convey ideas clearly and actively listen to understand client needs. Strong written communication for executive emails/reports, and confident presentation skills for meetings and business reviews. (Effective communication and active listening are crucial soft skills that enable CSMs to build relationships, identify needs, and provide solutions.)

Relationship-Building & Empathy: Talent for building trust-based relationships with a wide range of stakeholders, from day-to-day coordinators to C-level sponsors. Empathetic and customer-centric, always aiming to understand the client's perspective and foster loyalty through genuine care and credibility.

Strategic Problem-Solving: A critical thinker who can evaluate complex issues, anticipate challenges, and strategize long-term solutions. Brings a consultative approach - able to connect the dots between client pain points and our solutions, and craft tailored action plans that deliver tangible business outcomes.

Adaptability & Proactivity: Thrives in a fast-paced environment and adapts quickly to changing client needs or industry dynamics. Proactively addresses potential problems before they escalate, and shows initiative in improving processes or suggesting innovations to enhance the client experience.

Leadership & Collaboration: Demonstrated ability to lead and inspire a team, as well as work collaboratively across departments. Skilled in managing difficult conversations and conflicts with professionalism, and in negotiating win-win outcomes (for example, during renewal or upsell discussions). A positive, solution-oriented leader who motivates others and models excellent client service behavior.

By joining our team as the Lead for Customer Success, you will play a mission-critical role in ensuring our enterprise clients succeed and feel supported every step of the way. If you are an inspiring communicator, a strategic problem-solver, and a relationship builder who is excited to make an impact in healthcare innovation, we encourage you to apply. Together, we will build lasting partnerships and make a meaningful difference in the health and wellness of the communities we serve.

About Pococare

Pococare is a pioneering health-tech platform focused on medical emergency readiness and rapid response. Our mission is to ensure that no life is compromised due to delayed medical attention. We work with large corporates, insurance providers, and wellness partners to equip employees and their families with on-demand access to emergency medical assistance, ambulance dispatch, and doctor consultations. With technology at our core and empathy in our approach, Pococare blends innovation and human touch to deliver lifesaving services across India.

Why Join Pococare

At Pococare, you will be part of a purpose-driven organization that is redefining how medical emergencies are handled in India. This role gives you the opportunity to:

Drive meaningful impact by helping organizations safeguard their most valuable asset - their people.

Work with top leadership in a collaborative, open, and transparent culture.

Be part of a fast-growing startup that values agility, innovation, and customer obsession.

Learn and grow alongside a passionate, diverse team that believes in taking ownership and making things happen.

Influence product, service, and client strategy by working closely with our founders and senior leadership.