Customer Experience Manager

7 days ago

Dehra Dūn, Uttarakhand, India Deep Connection Innovation Private Limited Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About the role

Deep Connection is a health-tech company building integrated, continuous wellbeing for children and families. The Customer Experience Manager (CXM) will own end-to-end experience for our CWP customers (parents & caregivers, and partnered clinicians), driving activation, engagement, outcomes, and retention across the program lifecycle.

Key responsibilities1) Onboarding & Activation

  • Design and run structured onboarding for new CWP customers (welcome call, goals intake, tech setup, first-30-days plan).
  • Translate assessments into clear success plans and session calendars; set expectations on cadence and outcomes.
  • Drive product adoption across our stack (FitQuest app, ReachOut, EHR/parent portal).

2) Proactive Success & Support

  • Manage a portfolio of CWP accounts; conduct periodic reviews on progress, adherence, and milestone attainment.
  • Own support SLAs (TAT, first response, resolution) across WhatsApp, phone, email, and in-app.
  • Escalate clinical or risk cases to Therapy Lead; coordinate hand-offs without friction.

3) CX Design & Voice of Customer

  • Map journeys and remove friction across touchpoints; standardize playbooks and macros.
  • Run NPS/CSAT/CES programs; synthesize themes into monthly "Top CX Fixes" for Product & Ops.
  • Champion accessibility and parent-friendly communication (English/Hindi; regional where needed).

4) Data, Reporting & Outcomes

  • Track and report cohort health (activation rate, adherence %, goal attainment, missed-session rate, churn risk).
  • Build dashboards with Ops/Data for proactive nudges (e.g., low engagement flags).
  • Quantify impact on the North Star metric: Time to Therapeutic Intervention (TTTI) and milestone acceleration.

5) Retention, Expansion & Community

  • Deliver renewal conversations with clear value reviews and next-phase roadmaps.
  • Identify cross-sell/upsell into FitQuest tiers, add-on therapies, workshops, and events.
  • Nurture parent communities (webinars, support circles) to improve stickiness and referrals.

6) Compliance & Risk

  • Ensure privacy, consent, and documentation meet internal policy and applicable regulations.
  • Maintain accurate records in CRM, EHR, and ticketing; audit periodically.

Success metrics (KPIs)

  • Activation rate (Day-30): ≥ 85%
  • CSAT: ≥ 4.6/5; NPS: ≥ +50
  • Response SLA: ≤ 15 mins (WhatsApp/chat), ≤ 4 hrs (email) during business hours
  • First Contact Resolution: ≥ 60%
  • Adherence to care plan: ≥ 75% sessions completed
  • Renewal rate: ≥ 85%; Net revenue retention: ≥ 110%
  • Escalations: < 2% of monthly tickets

Job Types: Full-time, Permanent

Pay: ₹8, ₹20,000.00 per month

Benefits:

  • Health insurance
  • Paid sick time
  • Paid time off

Ability to commute/relocate:

  • Dehradun, Uttarakhand: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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