Customer Success Manager (CSM)
VoxyHealth | Incubated by Klenty | Chennai, India
About VoxyHealth
VoxyHealth is an AI-powered patient engagement platform focused on hospitals and payors in the US healthcare market. Incubated by Klenty, VoxyHealth helps healthcare organizations improve patient engagement and drive better operational outcomes through technology.
We are looking for an experienced Customer Success Manager (CSM) to build strong customer relationships, lead implementations, drive product adoption, and ensure customers achieve measurable business outcomes using VoxyHealth.
Role Overview
As a Customer Success Manager, you will own the customer journey from onboarding through adoption, retention, and expansion. You will build trusted relationships with key stakeholders, understand customer goals, drive product adoption, and ensure customers realize measurable value from VoxyHealth.
You will work closely with customers and cross-functional teams to proactively address challenges, improve customer health, and identify opportunities for growth. This role is ideal for someone who combines strong relationship-building skills, SaaS experience, analytical thinking, and a commercial mindset. Experience in healthcare technology or healthcare-related SaaS products will be an added advantage.
What You'll Own
- Customer Success: Own a portfolio of customers and drive overall account health, engagement, retention, and satisfaction.
- Onboarding & Adoption: Lead customer onboarding, implementation, training, and initiatives that drive meaningful product adoption.
- Customer Outcomes: Develop customer success plans, define success metrics, track performance, and ensure customers achieve measurable business outcomes.
- Relationship Management & Reviews: Build strong relationships with customer champions, decision-makers, and senior stakeholders. Lead regular check-ins, Quarterly Business Reviews (QBRs), and account health reviews.
- Retention & Growth: Proactively identify churn risks, develop mitigation plans, support renewals, and uncover expansion opportunities in partnership with Sales.
- Cross-functional Advocacy: Represent the voice of the customer internally and collaborate with Product, Engineering, Support, and Sales teams to resolve issues and improve the customer experience.
- Customer Insights & Process Improvement: Capture customer feedback, maintain accurate CRM and customer success data, and contribute to playbooks, customer education, and process improvements.
What We're Looking For
- Experience: 8+ years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role, preferably in B2B SaaS or technology products.
- Portfolio Management: Proven experience managing a portfolio of customers and owning product adoption, retention, renewals, and customer outcomes.
- SaaS Customer Success Expertise: Strong understanding of customer onboarding, product adoption, engagement, churn prevention, and SaaS success metrics.
- Communication & Relationship Management: Excellent consultative communication and relationship-building skills, with the ability to work effectively with US-based customers and senior stakeholders.
- Business & Solution Orientation: Ability to understand customer business processes, translate customer needs into product solutions, and demonstrate value through the product.
- Data & Tools: Comfortable working with customer data, product usage metrics, CRM systems, and customer success platforms.
- Problem-solving & Ownership: Strong problem-solving, stakeholder-management, and cross-functional collaboration skills, with a proactive, accountable, and customer-first approach.
- Work Schedule & Location: Willingness to work US hours / US shift and work onsite from our Chennai office.
Preferred Qualifications
- Healthcare Experience: Prior experience in healthcare, healthtech, healthcare SaaS, patient engagement, hospital operations, or healthcare technology implementations is preferred.
- Familiarity with US healthcare providers, hospitals, payors, or healthcare workflows is an added advantage.
- Experience working with enterprise customers and managing complex implementations or multiple stakeholders is a plus.
If you are passionate about helping customers succeed, driving measurable outcomes, and building long-term partnerships in a fast-growing AI-powered healthcare technology company, we would love to hear from you.
