Customer Success Manager

Onsurity is a rapidly growing employee healthcare benefits platform that provides flexible and customised healthcare subscriptions for SMEs, start-ups, and enterprises. We believe that access to healthcare benefits shouldn’t be a luxury. It is this philosophy that has strengthened our commitment towards making healthcare affordable and accessible for all.Our subscriptions include discounts on medicine orders, health checkups, fitness plans, free doctor teleconsultations, and insurance, among other benefits. We believe in inclusivity which means our plans are not limited to full-time employees. We also cover contractual workers, interns, freelancers, and consultants.We encourage you to read more about us on . You can also find us on LinkedIn , Instagram , and YouTube .Below are stories that define our journey and showcase our commitment to democratizing healthcare across the country.Onsurity is providing healthcare membership to SMEs with as low as three employeesThe Journey Of Startups: Journey OnsurityCricketer Anil Kumble backs Onsurity as strategic advisorOnsurity partners with Gulf Oil to offer healthcare to 10,000 truckers83% Indian Employees Unaware Of Employer-Provided Healthcare Benefits, Says StudyNews: Onsurity secures $45M Series B round led by Creaegis — People MattersWe were also featured in the first season of Disney+ Hotstar's remarkable series, The Great Indian Disruptors.Our strategic partner and investor, cricketing legend Anil Kumble, is actively involved in our mission to make healthcare more accessible. Anil Kumble recently graced us with his presence at Onsurity ’s Bengaluru office and engaged with our employees. He is passionate about our mission and has played an instrumental role in our journey so far.Recently, Dun & Bradstreet India acknowledged our mission and conferred us with the Dun & Bradstreet Start-up 50 Trailblazer 2023 award.Roles & Responsibilities:1. Onboarding & Membership Management:Own onboarding of members sharing data formats to receiving the data, reconciliations to following up on pendency’sFacilitate and participate in Kick off webinarManage endorsement workflows (additions, deletions, corrections) with SLA adherence.Support plan change requests, policy vs. membership migrations, and related communications.Correct wrong plan data/entries via underwriting/ops and ensure updated client communication.2. Claims Handling & Support:Act as the first line of support for HRs on all claims-related queries.Conduct employee trainings & webinars on coverage, exclusions, app usage, and claim procedures.Share guides/checklists for claims processes, exclusions, and FAQs.Proactively monitor claim escalations, rejections, reimbursement delays, and reopen rejected claims.Maintain transparent claims trackers/dashboards.Handle VIP employee claims with high-touch support.3. Product & Engineering Escalations:Act as SPOC for client feature requests, app/dashboard issues, and HRMS integrations.Log and track product/tech escalations, ensuring status transparency with clients.Manage data/reporting discrepancies and deliver corrected reports within SLA.Coordinate end-to-end on tech requirements and delivery with customer HR/tech/business teams.4. Client Reporting & Engagement:Prepare and present MBRs/QBRs highlighting claims trends, utilization, adoption, and performance.Fulfill ad-hoc reporting requests with accuracy and consistency.Standardize report formats and improve automation.Drive employee adoption of apps, tools, and services for better utilization.5. Finance Interface:Address billing clarifications, disputes, and financial queries from clients.Share policy copies, CD balances, and financial statements as required.Follow up for timely collections/payments, escalating to KAM only when strategic/high-value.Manage policy deactivation/holds in case of non-