Customer Success Manager

2 days ago

Mumbai, Maharashtra, India Loop Health Full time ₹ 15,00,000 - ₹ 25,00,000 per year

About the Role

As a Customer Success Manager at Loop, you will play a key role in driving customer goals, revenue expansion and product utilisation by ensuring the activation, engagement, success, retention, and growth of Loop's key, enterprise or mid-market clients.

This role is focused on high-impact, high-value activities in all aspects of business development and retention.

What you would do:

  • Develop a deep relationship with the customer and an understanding of their employee health to suggest specific Loop Health product features, interventions, and value propositions - map and build relationships with key stakeholders for your accounts to ensure they are engaged with us throughout the year
  • Be a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefits
  • Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with our customers to generate new business (upsell and cross-sell)
  • Learn about Health Insurance and Loop Health benefits so that you can articulate the value to existing and new customers - educate our clients about health benefits management and onboard them to our own dashboards and roster management tools
  • Help execute and iterate the Loop Health onboarding experience to maximise client enrolment in our app and understanding of our benefits
  • Be the customer's voice within Loop Health providing feedback to our Product team to develop/identify new features
  • Serve as the internal voice of the customer and advocate for our client's needs (services, support, product management, executive alignment)
  • Be extremely process-driven and document notes, MoMs, RCAs and managing escalations with clients and driving them internally across different teams
  • Manage and track ongoing roster management such as addition/deletion of employees on an ongoing basis and share active employee lists and premium consumed statements with clients on a recurring basis
  • Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts, in partnership with the sales team
  • Identify opportunities for customer references, testimonials and case studies
  • You may be required to travel on-demand to a customer site for short visits

What we are looking for:

  • Minimum 5 years of experience in customer success serving enterprise customers with more than 1000 employees
  • Experience working at an Insurance Broking Industry preferred.
  • Has prior sales experience or feels comfortable selling
  • Process-oriented and analytical
  • Previous experience using CRM tools, ticketing software and other tech enablement preferred
  • Advanced knowledge of Microsoft Excel and Word
  • Passion for solving client challenges and commitment to client delight
  • Proven ability to coach, mentor, and develop individual contributors
  • Naturally curious, with excellent critical-thinking skills

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