Customer Success Manager — Australia Operations

Vigocare; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Vigocare Hyderabad is seeking a Customer Success Manager for Australia Operations to own 25 named Australian cardiology accounts, ensuring health, growth and retention. You will monitor volumes, prepare data packs for KAMs, and flag churn signals while coordinating with the AU and India teams.

The role requires proactive problem solving, strong English communication, and IST night shift alignment. You will interact with clinics using Vigocare’s platform for Holter and ECG testing.

Qualifications

• 2+ years in Customer Success, Account Management, or B2B client servicing with named accounts.
• Proven ability to detect churn and escalate issues early.
• Strong written English tailored to AU standard.
• Experience with CRM data management and reporting.
• Willingness to work IST 12:30am–4:00pm shift.

Responsibilities

• Own 25 named Australian cardiology accounts.
• Prepare data packs for Australian KAMs before visits.
• Log Field Intelligence Reports after interactions.
• Handle email and chat queries with defined SLAs (<30 min email, <5 min chat).
• Coordinate training and feature release communications.
• Monitor account health and escalate churn signals.

Skills

Account ownership

Proactive management

Written English

CRM experience

Data analytics

AU market awareness

Tools

CRM software

Job description

Customer Success Manager — Australia Operations

4 - 6

Hyderabad- Vigocare Pvt Ltd

Full-Time

Customer Success Manager — Australia Operations

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

You will own a portfolio of up to 25 Australian cardiology clinic accounts — responsible for their health, growth, and retention. You will monitor them proactively, prepare Australian Key Account Managers (KAMs) before every clinic visit, detect churn and escalation signals before they become problems, and manage all written and digital touchpoints 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 Australian 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 >10% and elevate 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 Australian 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 AU 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 AU clinic accounts — Email SLA: <30 minutes; Chat SLA: <5 minutes
• Coordinate training for new clinic staff within 5 business days — liaise with India Solutions Team
• Coordinate feature release communications for all accounts — you prepare; the AU team sends
• Trigger consumable reorder prompts and manage stock threshold alerts

Escalation & Operational Discipline

• Apply Vigocare’s escalation matrix accurately — 9 defined triggers with correct routing, urgency, and SLA
• Detect churn risk signals and engage the Australian escalation chain within the defined SLA
• Support Stage 2 onboarding accounts — track Customer Assimilation Score (CAS) and coordinate Day 30 handoff

WHAT WE ARE LOOKING FOR

• 2+ years of experience in Customer Success, Account Management, or B2B client servicing with named account ownership
• Demonstrable experience in proactive account management — you have examples of catching problems before clients raised them
• Strong written English — AU-standard professional communication quality (this is tested in the hiring process)
• CRM experience beyond ticket logging — account data management, report generation, field notes
• Analytical mindset — comfortable reading volume dashboards, spotting anomalies, drawing conclusions from data
• Commitment to early IST shift (12:30am–4:00pm IST) on a sustained basis — this is a core requirement of the role, not a temporary arrangement

Strong advantage — will accelerate your ramp

• Experience in an Australia or New Zealand-facing role (GCC, BPO, or product company)
• Healthcare, medical device, diagnostics, or health insurance account management background
• Familiarity with Australian Medicare / MBS billing concepts or AU health system structure
• Experience supporting a field sales or KAM team from an inside or account support role
• Prior exposure to cardiology, ECG, or diagnostic device workflows