Head - Customer Success

4 weeks ago

bangalore, India Onsurity Full time

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.


Key Responsibilities:


1. Customer Success Strategy and Leadership:

  • Develop and implement a comprehensive customer success strategy to drive high customer satisfaction, retention, and advocacy levels.
  • Align the customer success vision with Onsurity's strategic objectives, acting as a voice of the customer within the company.
  • Manage and scale the customer success team, recruiting, training, and mentoring team members to achieve high performance and professional growth.


2. Customer Relationship Management:

  • Build and maintain strong, long-lasting relationships with Virtual Accounts Management customers, ensuring they realise the total value of Onsurity’s services.
  • Serve as a trusted advisor to customers, understanding their needs and challenges to deliver effective solutions.
  • Develop customer success plans to help customers maximise the value of Onsurity’s offerings and achieve their business goals.


3. Performance Metrics and Customer Retention:

  • Track and analyze key customer success metrics (e.g., NPS, CSAT, Churn Rate) to evaluate and improve the customer experience.
  • Drive customer retention by developing and implementing initiatives to improve customer engagement and satisfaction.
  • Lead quarterly business reviews with strategic accounts to report on their usage, performance, and ROI, as well as discuss any feedback or future opportunities.


4. Cross-functional Collaboration:

  • Collaborate closely with sales, marketing, product, and claims teams to ensure a seamless customer journey and resolve issues swiftly.
  • Provide insights to the product and operations teams based on customer feedback to support continuous improvement.
  • Work with the marketing team to develop customer success stories, case studies, and testimonials to highlight the value delivered to customers.


5. Customer Advocacy and Voice of the Customer

  • Act as a customer advocate, ensuring their needs and concerns are heard and addressed.
  • Create programs to collect, analyse, and act on customer feedback, providing input into product development, support improvements, and process enhancements.


Qualifications:


  • Experience: 8+ years in customer success, account management, or related roles, with at least 3 years in a leadership capacity, preferably in the health and wellness, SaaS, or insurance sector.
  • Leadership Skills: Demonstrated ability to lead and inspire a team, drive initiatives, and deliver measurable results.
  • Customer-Focused: Passionate about customer success with a proven track record of achieving high levels of customer satisfaction and retention.
  • Analytical Mindset: Proficient in data analysis and metrics tracking with experience in customer success platforms (e.g., Salesforce, Gainsight, or other CRMs).
  • Communication: Exceptional communication, presentation, and interpersonal skills to effectively engage with both external customers and internal teams.
  • Problem-Solving Skills: Strong ability to handle complex customer challenges and find effective solutions.
  • Collaboration: Experience working cross-functionally with sales, marketing, product, and operations teams to drive customer success and improve customer experiences.
  • Education: Bachelor’s degree in Business, Management, or related field. An MBA or relevant advanced degree is preferred.

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