Customer Success Manager

Drive a structured, metrics-driven customer success program that delivers measurable business results. This is not a typical relationship management role; it is a high-impact position focused on performance, data, and strategic engagement.

Success Metrics You Will Own

• Maintain less than 4 percent annual churn rate through proactive engagement
  
• Achieve NPS greater than 4 through systematic feedback programs
  
• Generate 25 percent referral rate from existing clients
  
• Conduct 100 plus patient interviews annually to gather product insights
  
• Drive 10 percent annual upsell revenue through expansion opportunities
  
• Ensure 50 percent client dashboard adoption within first three months
  
• Maintain monthly touchpoints with every active client
  
• Attain engagement score of 5 before each renewal
  

Your Engagement Process
You will execute our 10-Level Customer Engagement Framework: L1 to L3 (Months 1 to 2): Onboarding excellence - intro calls, business alignment, regular updates L4 to L5 (Months 3 to 4): Performance tracking - dashboard adoption, usage optimization, feedback loops L6 to L7 (Month 5): Advocacy building - NPS scoring, testimonials, referral generation L8 to L10 (Months 6 to 12): Renewal and expansion - ROI analysis, upselling, and retention

What We Are Looking For

• Process-driven mindset: Comfortable with structured workflows and detailed tracking
  
• Results-oriented: Proven record in achieving retention, NPS, or expansion goals
  
• Healthcare context: Understanding of diagnostic labs, patient workflows, and healthcare stakeholders
  
• Data proficiency: Skilled at analyzing usage metrics and customer behavior trends
  
• Strong communication: Professional engagement across calls, emails, and digital channels