Customer Support Associate

About Zyla (www.zyla.in) Zyla Health is India’s highest-rated personalized care management platform focused on improving health outcomes. Zyla enables care at scale for insurers and employers through its human-assisted AI on the 24x7 conversational Zyla app (consistently rated 4.7+). Some of our clients include Aditya Birla, Max Life, Care Insurance, HDFC Ergo, IBM, Godrej, Jindal Steels, DHL, Tata Steel, AstraZeneca, Pfizer. Care implemented by Zyla spans across medical, physical and mental health needs, and powered by a complete in-house team of Doctors and experts as well as our proprietary AI engines - Athena, Lea and Iris. The care starts with a detailed health risk assessment of the population followed by personalized care journeys ranging from chronic disease management to wellness programs. Why will you love working with us? We are India's leading AI-powered care management platform. Our vision is to be the de-facto healthcare expert in every home, providing access to the most personalized & real-time care to improve the quality & longevity of lives. Zyla takes a clinical approach to provide hyper-personalized and real-time care delivered by an able team of experienced doctors & medical experts to improve the health outcomes of the user. We have the finest talent across technology, data science, medicine, and management, and a product with an NPS of +70 We are one of the highest-rated Medical apps on the Google Play store (4.8+ consistently) and have been recognized by Google across Google App Excellence, Launchpad, and APAC programs. Top-notch investors from India and the USA support us. We proudly boast about our work culture, at the core of which lies user-centricity and the highest quality of empathy. At Zyla, you will meet the diverse talent that has come from the most reputed institutes and work organizations. Together, we set out to build the future of healthcare in India. Job Summary We are looking for a Customer Success professional to build and maintain strong client relationships, ensure timely escalation handling, maintain and improve NPS, and drive product adoption. You will serve as the primary point of contact for clients, conduct regular business reviews, and collaborate with Sales and Product teams to enhance customer experience, increase renewals, and reduce churn. How you will make an impact: ● Be the trusted advisor and primary point of contact for customers, ensuring they have an exceptional experience with Zyla. ● Build lasting client relationships and drive deeper engagement by understanding their needs, workflows, and challenges. ● Ensure smooth customer onboarding and adoption, empowering clients to leverage the Zyla product effectively. ● Improve key success metrics by increasing product adoption, enhancing NPS, reducing churn, and boosting renewals. ● Represent the voice of the customer to Sales and Product teams, directly influencing product design and development. ● Proactively resolve issues through timely escalations and regular business reviews, strengthening client trust and retention. We are looking for people who: ● Have 1–5 years of experience in Customer Success, ● Possess excellent communication and relationship-building skills ● Are proactive, solution-oriented, and able to handle escalations in a timely manner. ● Can analyze customer needs, document requirements, and translate insights into actionable improvements. ● Thrive in a fast-paced environment and enjoy collaborating across Sales, Product, and Operations teams . What we offer: ● Opportunity to directly work on a very innovative product that has a big societal impact. ● Opportunity to work with a cross-functional team consisting of leading medical brains, tech geeks, operations gurus. ● An open set-up where you can innovate every day. ● Strong sales incentive structure and attractive stock options.