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 www.onsurity.com. 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 employees - The Journey Of Startups: Journey Onsurity - Cricketer Anil Kumble backs Onsurity as strategic advisor - Onsurity partners with Gulf Oil to offer healthcare to 10,000 truckers - 83% Indian Employees Unaware Of Employer-Provided Healthcare Benefits, Says Study - News: Onsurity secures $45M Series B round led by Creaegis — People Matters We 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's - Facilitate and participate in Kick off webinar - Manage 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-payment, ensuring client awareness. 6. Relationship Management- client interface: - Act as the operational SPOC for HRs & employee needs. - Proactively communicate updates, delays, and resolution timelines. - Conduct churn RCA and implement corrective measures to prevent attrition. - Maintain VIP client lists for white-glove servicing. - Collect and share client feedback & product gaps with internal teams for improvement. Key Deliverables & KPIs: - Productivity: SLA/TAT adherence on claims, endorsements, and escalations. - Quality: Call quality, process adherence, accuracy of reports. - Client Satisfaction: CSAT, NPS, DSAT scores. - Engagement: QBRs/MBRs conducted vs. planned, adoption/usage metrics. - Retention: Renewal assistance, churn % reduction. - Finance: Timely collections, zero fatal errors in billing/endorsement handling. Requirements What is expected in the candidate 1. Role Compatibility (Fitment Attributes) - Process-Driven and Detail-Oriented: Strong focus on accuracy, documentation, and adherence to SOPs. - Customer-Centric Mindset: Prioritizes service quality, issue resolution, and long-term satisfaction. - Ownership & Reliability: Takes accountability for ticket closures, escalations, and BAU activities end-to-end. - Calm Under Pressure: Manages high volumes, critical queries, and escalations with composure. - Collaborative Orientation: Works closely with cross-teams (Claims, Operations, Product, Tech, and KAM) for smooth service flow. - Empathy and Professionalism: Handles customer concerns tactfully and maintains a positive tone in communication. - Adaptability: Adjusts quickly to changes in process, policy, or product. - Consistency: Demonstrates stable attendance, structured working, and timely follow-through. 2. Core Skill Sets A. Operational & Process Excellence - In-depth understanding of policy servicing workflows — onboarding, endorsements, claims coordination, renewals, exits, etc. - Proficient in using CRM/ticketing systems (e.g., Zoho Desk, Freshdesk, Salesforce). - Ability to identify process gaps and suggest improvements. - Strong follow-up and closure discipline for service requests. - Knowledge of SLAs, TAT adherence, and escalation management. B. Customer Handling & Communication - Excellent written and verbal communication — clear, courteous, and professional tone. - Ability to manage difficult conversations and diffuse tense situations. - Skilled in proactive communication — keeping customers informed on progress. - Builds trust and rapport with clients through responsiveness and transparency. C. Analytical & Reporting Skills - Ability to track and report service metrics (e.g., ticket turnaround, SLA compliance, claim ratios). - Basic data analysis to identify recurring issues or improvement opportunities. - Proficiency in Excel or dashboards for periodic performance tracking. - Data-driven decision-making to support escalations and governance reviews. D. Cross-Functional Coordination - Collaborates with Product, Operations, and KAM teams for issue resolution. - Escalates systemic or policy-level gaps through structured feedback. - Supports process transitions, pilots, and onboarding of new clients. - Contributes to internal training, documentation, and knowledge base updates. 3. Behavioral & Cultural Traits - Dependable: Known for reliability and timely completion of assigned responsibilities. - Disciplined: Maintains attendance, punctuality, and structured work habits. - Empathetic Communicator: Listens actively, understands customer pain points, and responds with care. - Solution-Focused: Moves discussions toward resolution, not blame. - Team Player: Supports peers during peak load or absenteeism to ensure service continuity. - Continuous Learner: Open to feedback and quick to adopt new tools or processes. 4. Ideal Background / Experience - >3 years in Customer Success / Operations / Servicing / Claims / Support functions. - Prior experience in insurance, health-tech, or managed benefits is highly desirable. - Exposure to CRM/ticketing tools and customer communication platforms. - Proven record of SLA adherence and positive customer satisfaction scores. - Degree / masters/insurance qualification from Insurance institute of India