Client Success Manager; US Market
Job Description & How to Apply Below
Location: Bengaluru
Role Purpose
Own the post-sales customer lifecycle for assigned US accounts, ensuring successful onboarding, rapid adoption, measurable business outcomes, revenue retention, expansion opportunities, and timely collections.
This is a farming role, not a support role. Success is measured by customer retention, customer growth, product adoption, implementation excellence, and cash realization.
Key Responsibilities
1. Customer Onboarding Ownership
Act as the single point of contact from contract signature through go-live.
Lead end-to-end onboarding, implementation planning, training, stakeholder alignment, and execution.
Coordinate across functions to ensure successful deployment.
Track milestones, identify risks, and proactively remove implementation blockers.
2. Adoption & Customer Success
Drive product adoption across clinics and customer stakeholders.
Conduct regular business reviews (30/60/90D) to demonstrate value realization and ROI.
Monitor customer health, usage metrics, engagement levels, and operational outcomes.
Develop and execute account success plans to maximize customer outcomes.
Actively reduce churn risk through early intervention and stakeholder engagement.
3. Account Growth (Farming)
Build trusted relationships with decision-makers, administrators, and key stakeholders.
Create account growth plans aligned with customer objectives and business goals.
4. Revenue Realization & Collections
Own invoice tracking, payment follow-ups, and collections for assigned accounts.
Resolve commercial, operational, or contractual issues impacting payments.
Maintain strong forecasting of renewal status, receivables, and expansion revenue.
5. Executive Relationship Management
Serve as the voice of the customer internally.
Escalate risks early with clear mitigation plans.
Build executive-level relationships that improve retention and customer advocacy.
Drive customer references, case studies, testimonials, and success stories.
Success Metrics
The role will be measured on:
Customer Retention %
Net Revenue Retention (NRR)
Customer Adoption & Engagement
Time to Go-Live
Onboarding Completion Rate
Expansion Revenue
Renewal Rate
Collection Efficiency / DSO
Customer Satisfaction (CSAT/NPS)
Referenceable Customers Created
Ideal Candidate
MBA in Marketing with 5-10 years of experience in Customer Success, Account Management, Client Services, or Customer Growth roles.
Experience managing US customers in a SaaS, Healthcare, Health Tech, Digital Health, or Technology environment.
Proven track record of managing enterprise and mid-market accounts.
Strong commercial orientation with ability to drive renewals, expansions, and collections.
Excellent stakeholder management and executive communication skills.
Highly organized with strong project management capabilities.
Comfortable working in a fast-growing startup or scale-up environment.
Key mindset: Own the customer. Own the outcome. Own the revenue.
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