Lead Enterprise Client Success & Strategic Relationships

Role Overview

client-focused leader

Key Responsibilities

• Client Onboarding & Activation:

  Oversee 100% onboarding of new B2B clients and activation of their employees onto the Pococare platform and emergency readiness program. Ensure a seamless post-sale handover and

  swift adoption of our services

  for each enterprise client.

• Relationship Management:

  Build and nurture

  trusted relationships with client stakeholders

  (HR, benefits managers, senior leadership), maintaining high-touch engagement to drive customer satisfaction, solution adoption, and long-term retention. Keep Pococare

  “top-of-mind”

  for users through regular communication (wellness sessions, training webinars, feedback surveys) and by sharing usage insights that demonstrate value.

• Strategic Account Planning:

  Develop and execute tailored success plans aligned with each client’s needs and health objectives. Act as the client’s

  strategic partner

  , understanding their business challenges and proactively identifying opportunities where our solutions can

  deliver additional value or growth

  . Lead

  Quarterly Business Reviews (QBRs)

  and strategic meetings to present progress, gather feedback, and align on next steps.

• Issue Resolution & Advocacy:

  Serve as the

  primary point of contact

  and escalation lead for any client issues. Coordinate cross-functionally with Product, Operations, and Support teams to ensure timely resolution of problems and to advocate for client needs in our product roadmap.

  De-escalate conflicts

  and troubleshoot challenges with a calm, solution-oriented approach, maintaining client trust even under pressure.

• Team Leadership:

  Lead, mentor, and manage a team of Customer Success Executives. Set clear performance benchmarks (e.g. service level agreements and experience metrics) and coach the team to meet or exceed them. Foster a

  customer-centric team culture

  that emphasizes proactivity, continuous improvement, and accountability for client outcomes.

• Retention & Growth:

  Own the client relationship end-to-end from onboarding through renewal. Drive

  100% renewal of contracts

  by ensuring clients realize ongoing value and by addressing concerns well before renewal dates. Identify and pursue opportunities for account growth – for example, upselling

  additional services (ambulance access, virtual doctor consultations)

  – in alignment with client goals, to maximize customer lifetime value. Every interaction should reinforce our role as a

  long-term partner

  in the client’s health and wellness strategy.

Desired Qualifications

• Education & Domain Experience:

  MBA or relevant advanced degree from a reputable institution (preferred).

  5–8+ years of experience

  in customer success, enterprise account management, or client services – ideally within healthcare, insurance, wellness, or corporate benefits sectors. Prior exposure to

  health-tech, emergency care, or employee benefit platforms

  is a strong plus.

• Enterprise Client Management:

  Proven track record managing and

  growing high-value B2B client relationships

  with

  multiple stakeholders at senior levels

  . Experience navigating complex client organizations and delivering results for mid- to large enterprise accounts is essential.

• Communication & Presentation:

  Excellent communication skills, both written and verbal. Able to

  present to and influence C-suite and senior executives

  with confidence. Capable of translating complex healthcare or technical information into clear business insights for diverse audiences.

• Strategic & Analytical Mindset:

  Demonstrated strength in strategic thinking and

  problem-solving

  – able to analyze client data or feedback to diagnose issues, identify opportunities, and craft creative solutions. Comfortable using CRM systems, dashboards, and analytics tools to drive decisions.

  Detail-oriented

  with the ability to manage multiple enterprise projects without dropping the ball.

• Leadership & Collaboration:

  Experience

  leading teams or mentoring staff

  in a client-facing context (team leadership experience preferred). Highly collaborative, with the ability to work across internal departments and

  influence without authority

  to marshal the right resources for client success.

• Drive & Accountability:

  Self-motivated and

  customer-obsessed

  , with a strong sense of ownership over client outcomes. High level of integrity, empathy, and a “whatever-it-takes” attitude to meet client needs.

  Resilience

  in handling challenges and a proactive approach to preventing issues before they arise.

Note:

Key Soft Skills & Competencies

• Exceptional Communication & Listening:

  Ability to convey ideas clearly and

  actively listen

  to understand client needs. Strong written communication for executive emails/reports, and confident presentation skills for meetings and business reviews. (Effective communication and active listening are crucial soft skills that enable CSMs to build relationships, identify needs, and provide solutions.)

• Relationship-Building & Empathy:

  Talent for building

  trust-based relationships

  with a wide range of stakeholders, from day-to-day coordinators to C-level sponsors. Empathetic and customer-centric, always aiming to understand the client’s perspective and

  foster loyalty

  through genuine care and credibility.

• Strategic Problem-Solving:

  A

  critical thinker

  who can evaluate complex issues,

  anticipate challenges

  , and strategize long-term solutions. Brings a consultative approach – able to connect the dots between client pain points and our solutions, and

  craft tailored action plans

  that deliver tangible business outcomes.

• Adaptability & Proactivity:

  Thrives in a fast-paced environment and

  adapts quickly

  to changing client needs or industry dynamics. Proactively addresses potential problems

  before

  they escalate, and shows initiative in improving processes or suggesting innovations to enhance the client experience.

• Leadership & Collaboration:

  Demonstrated ability to

  lead and inspire a team

  , as well as work collaboratively across departments. Skilled in managing

  difficult conversations

  and conflicts with professionalism, and in negotiating win-win outcomes (for example, during renewal or upsell discussions). A positive, solution-oriented leader who motivates others and models excellent client service behavior.

mission-critical role

About Pococare

Pococare is a pioneering health-tech platform focused on medical emergency readiness and rapid response. Our mission is to ensure that no life is compromised due to delayed medical attention. We work with large corporates, insurance providers, and wellness partners to equip employees and their families with on-demand access to emergency medical assistance, ambulance dispatch, and doctor consultations. With technology at our core and empathy in our approach, Pococare blends innovation and human touch to deliver lifesaving services across India.

Why Join Pococare

At Pococare, you will be part of a purpose-driven organization that is redefining how medical emergencies are handled in India. This role gives you the opportunity to:

• Drive meaningful impact by helping organizations safeguard their most valuable asset – their people.
• Work with top leadership in a collaborative, open, and transparent culture.
• Be part of a fast-growing startup that values agility, innovation, and customer obsession.
• Learn and grow alongside a passionate, diverse team that believes in taking ownership and making things happen.
• Influence product, service, and client strategy by working closely with our founders and senior leadership.