Customer Success Manager

Vigocare; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

In-office Hyderabad

Job summary

Vigocare is seeking a Customer Success Manager for India Operations based in Hyderabad. You will own a portfolio of up to 25 cardiology clinics, ensuring their health, growth, and retention while coordinating with KAMs and the India product team.

You will monitor volumes, CSAT, and SLA performance, driving proactive engagement and frictionless use of Vigocare's platform for Holter and ambulatory ECG testing across clinics.

Responsibilities

• Own 25 named cardiology accounts and act as the single operational point of accountability.
• Generate monthly account health reports covering test volumes, issues, ECG SLA performance, and CSAT.
• Monitor volume trends and escalate drops greater than 10% within 24 hours.
• Maintain complete account dossiers: stakeholder maps, billing profiles, communication preferences, and workflow deviations.
• Prepare data packs for KAMs before every monthly clinic visit: open issues, volume trends, upsell signals, last touchpoints.
• Log Field Intelligence Reports (FIRs) after every account interaction feeding Vigocare's India product team with regional market intelligence.
• Identify and flag upsell signals: expanding clinics, new staff onboarding, additional device requirements.
• Handle all email and chat queries from clinic accounts with Email SLA <30 min and Chat SLA <5 min.
• Coordinate training for new clinic staff within 5 business days with India Solutions Team.
• Coordinate feature release communications for all accounts.
• Trigger consumable reorder prompts and manage stock threshold alerts.
• Apply Vigocare's escalation matrix accurately with routing, urgency, and SLA.
• Detect churn risk signals and engage the business escalation chain within the defined SLA.
• Support Stage 2 onboarding accounts and track Customer Assimilation Score (CAS) and Day 30 handoff.

Skills

Account ownership

Stakeholder management

Data reporting

Communication

Tools

CRM software

Job description

ABOUT VIGOCARE

Vigocare is a digital cardiac diagnostics company operating across Australia, New Zealand, and India. We are building a world-class cardiac monitoring platform that enables cardiology clinics to deliver faster, more accurate ECG and Holter monitoring services to their patients.

THE ROLE

Customer Success Manager India Operations

Location: Hyderabad, India | Shift: 9:30Am to 6:30pm | Mode: In-office

This is not a support agent role. This is a named account ownership role.

You will own a portfolio of up to 25 Indian cardiology clinic accounts responsible for their health, growth, and retention. You will monitor them proactively, prepare Indian Key Account Manager(KAMs)before every hospital/clinic visit, detect churn and escalation signals before they become problems, and manage all written and digital touch points with clinic stakeholders.

The clinics you support are cardiology practices cardiologists, practice managers, device coordinators, and billing teams using Vigocare's platform to run Holter and ambulatory ECG testing for their patients. Your job is to make their experience frictionless and their relationship with Vigocare sticky.

WHAT YOU WILL DO

Account Ownership

• Own 25 named cardiology accounts you are the single operational point of accountability for each
• Generate monthly account health reports covering test volumes, open issues ,ECG SLA performance, and CSAT
• Monitor volume trends continuously detect drops greater than 10% and escalete to the Australia team within 24 hours
• Maintain complete account dossiers: stakeholder maps, billing profiles, communication preferences, and workflow deviations

KAM & Commercial Support

• Prepare data packs for KAMs before every monthly clinic visit open issues, volume trends, upsell signals, last touchpoints
• Log Field Intelligence Reports (FIRs)after every account interaction feeding Vigocare's India product team with regional market intelligence
• Identify and flag upsell signals: expanding clinics, new
• staff onboarding, additional device requirements

Clinic Communications & Coordination

• Handle all email and chat queries from clinic accounts Email SLA: less than 30 minutes; Chat SLA:less than 5 minutes
• Coordinate training for new clinic staff within 5 business days liaise with India Solutions Team
• Coordinate feature release communications for all accounts
• Trigger consumable reorder prompts and manage stock threshold alerts

Escalation & Operational Discipline

• Apply Vigocare's escalation matrix accurately with correct routing, urgency, and SLA
• Detect churn risk signals and engage the business escalation chain within the defined SLA
• Support Stage 2 onboarding accounts track Customer Assimilation Score (CAS) and coordinate Day 30 handoff

WHAT MAKES THIS ROLE DIFFERENT

You will not be answering a queue. You will own accounts.

You will not be measured on ticket count. You will be measured on account health, volume retention, and CSAT across your portfolio.

You will not be invisible to the clinics you manage. Over time, clinic staff will know you in writing as a reliable, knowledgeable partner.

You will have a direct line to India's commercial team. Your intelligence from accounts shapes how KAMs approach clinic visits and how India's product team prioritizes development.