Customer Success Manager (CSM)

Customer Success Manager (CSM)Location: Chandigarh
Reports to: Head of Operations

About Us
Hoolime powers home health and hospice agencies in the U.S. with advanced tech + back-office services. We help agencies with clinical QA, revenue cycle, bookkeeping, KPI dashboards, and workforce support. Our Business Analysts sit at the heart of this – turning raw data into insights, tools, and processes that drive agency performance.

Role Overview
The Customer Success Manager (CSM) is the primary relationship owner for our clients. This role ensures that clients feel supported, heard, and valued while driving adoption, satisfaction, and long-term retention. The CSM partners closely with internal pods (intake, scheduling, authorizations, finance, Heatlhcare Clinical QA, Revenue Cycle Management, IT support, etc.) to make sure client needs are consistently met and escalations are resolved quickly.Key Responsibilities

• Client Relationship Management
• Act as the main point of contact for assigned clients, building trust and ensuring a seamless experience.
• Lead all client calls and check-ins, proactively identifying opportunities to add value.
• Serve as the voice of the client internally, ensuring their needs are understood and addressed by operations, QA, and leadership.
• Issue Resolution & Escalation
• Manage and resolve client issues with urgency and professionalism.
• Coordinate with internal teams to ensure escalations are addressed quickly and effectively.
• Anticipate potential risks or service gaps and take preventative action.
• Client Advocacy & Insights
• Collect and share feedback from clients to inform process improvements, product features, and training needs.
• Provide regular reporting to clients on service levels, KPIs, and progress against goals.
• Champion client success internally by advocating for enhancements that improve the client experience.
• Retention & Growth
• Drive client satisfaction and renewal by ensuring consistent service delivery.
• Identify upsell or cross-sell opportunities and partner with sales where appropriate.
• Build long-term relationships that position us as a trusted partner.

Qualifications

• Bachelor’s degree required; MBA or equivalent a plus.
• 3–6 years of experience in client success, account management, or client-facing operations roles.
• Exceptional communication and presentation skills; confident leading client calls and discussions.
• Strong relationship-building ability, with a client-first mindset.
• Experience handling escalations and resolving complex client issues.
• Organized, proactive, and able to coordinate across multiple teams.

Success Metrics

• Client satisfaction and Net Promoter Score (NPS).
• Renewal and retention rates.
• Responsiveness and resolution time for escalations.
• Positive client feedback on communication, service quality, and partnership.

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹80,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person