Operations and Customer Success Lead managing corporate wellness programs in India for International SOS. Liaising with clients and overseeing service delivery with a strong focus on digital health initiatives.
About the role
- Customer Success Manager handling the scalable segment at Abacum. Driving product adoption and minimizing churn by building strong customer relationships.
Responsibilities
- Monitor and drive usage metrics across a book of business leveraging automated triggers and in-app guidance as the primary engagement method.
- Lead strategic calls to set clear expectations regarding the scalable touch model, timelines, and available Abacum resources.
- Proactively monitor customer health scores and adoption data, intervening with personalized outreach when signals indicate low usage.
- Leverage insights from the CS platform to quickly mitigate risk for struggling accounts and guide users back to the path of successful product utilization.
- Act as the first line of identification for customers who are consistently showing signs of rapid company growth, initiating conversations about scaling their contract.
- Utilize and refine standardized communication templates and playbooks to ensure consistent quality of service.
- Partner with sales to identify growth opportunities, strategizing and executing plans to expand customer accounts.
- Work closely with support and product teams to capture and implement customer feedback.
- Be accountable for net retention, customer happiness, and usage metrics across your book of business.
Requirements
- Proven ability to manage a large book of business (ideally 75+ accounts) by successfully adopting scalable strategies.
- Skilled in diving into usage data, identifying patterns, and using CS platforms to segment and prioritize outreach.
- Exceptional ability to communicate clearly, persuasively, and empathetically.
- You possess outstanding organizational and prioritization skills, capable of juggling multiple automated playbooks and manually intervening only where necessary for maximum ROI.
- You bring hands-on experience in the dynamic world of B2B SaaS and understand the importance of scalable models for low-ARR segments.
- Bonus Points if you have...
- Experience in a dedicated "Tech-Touch" or "Scalable CS" role.
- Experience with financial planning (FP&A) or finance software users, even in a self-service capacity.
Benefits
- Competitive compensation including equity package
- Competitive vacation policy
- Access to Meditopia
- Remote working model and flexible working hours
- Personal development including language courses
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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