Head - Customer Success Strategist

1 day ago

Bengaluru, Karnataka, India Onsurity Full time

At Onsurity, we're on a mission to make healthcare more accessible and affordable for all. As our Head - Customer Success, you'll play a critical role in driving customer satisfaction, retention, and advocacy levels.

Key Responsibilities:

  • 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.

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.

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.

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.

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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