Customer Success Manager - Healthcare & Patient Support

Multiplier AI; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Multiplier AI, a leading AI-driven healthcare technology company, is seeking a Customer Success Manager to lead Healthcare & Patient Support operations from Hyderabad. The role demands 3–5 years of experience in customer success, team leadership, and healthcare operations, with strong analytics and client management skills.

You will own client relationships, manage end-to-end patient support processes, and drive CSAT improvements while coordinating with stakeholders and cross-functional teams.

Qualifications

• 3–5 years of experience in Customer Success, Patient Support, Healthcare BPO, or similar environments.
• Proven experience in team management and contact center operations.
• Strong hands-on experience in CSAT, SLA, productivity, quality monitoring, call audits, and performance management.

Responsibilities

• Own day-to-day client relationships and serve as the primary operational SPOC.
• Lead end-to-end patient support operations across Inbound, Outbound, Chat, and Follow-up processes.
• Monitor metrics including CSAT, SLA, FCR, AHT, quality, productivity, adherence, conversion, and resolution rates.
• Review agent calls/interactions to identify gaps and drive continuous improvement in patient experience.
• Drive coaching, performance improvement plans, and a high-performance culture focused on quality and ownership.
• Plan staffing and rosters, manage hiring, and ensure optimum coverage across shifts.
• Develop training programs and track training effectiveness with KPIs.
• Own daily, weekly, and monthly operational reporting; create MIS dashboards.

Skills

Customer Success

Healthcare Operations

Team Leadership

Stakeholder Management

Data Analytics

Process Improvement

Client Relationship Management

Tools

Excel / Google Sheets

Power BI

Tableau

Looker Studio

Job description

About Us

Multiplier AI is a leading AI-driven Healthcare and Life Sciences technology company delivering innovative solutions across Pharma, Healthcare, and Enterprise AI. We empower global organizations with AI-powered platforms, data intelligence, automation, and digital transformation solutions. As we continue to expand, we are looking for energetic professionals who can contribute to our business growth while ensuring operational excellence.

Job Title: Customer Success Manager – Healthcare & Patient Support

Location: Hyderabad

Experience: 3–5 Years

Employment Type: Full-Time ( Onsite)

About Multiplier AI

Multiplier AI is an AI-first healthcare marketing, analytics, and technology company, recognized as India's #1 rated company for AI in Life Sciences. We partner with leading global healthcare and pharmaceutical organizations including GSK, Abbott, Galderma, Eli Lilly, Merck, Cipla, and Sun Pharma.

We combine AI, healthcare data, automation, and human expertise to create measurable impact across healthcare and patient engagement ecosystems.

The Opportunity

We are looking for a high-performing Customer Success Manager – Healthcare & Patient Support to lead client success and end-to-end patient support operations.

This is a high-ownership role combining Customer Success, Healthcare Operations, Team Leadership, Workforce Management, Data Analytics, Automation, and Stakeholder Management.

The ideal candidate will be equally comfortable managing a team, reviewing agent calls, presenting to clients, analyzing dashboards, driving CSAT, managing hospital leads, and identifying opportunities to automate and scale operations.

Key Responsibilities

1. Customer Success & Strategic Client Management

• Own day-to-day client relationships and serve as the primary operational SPOC.
• Understand client objectives, operational requirements, budgets, and success metrics.
• Lead client reviews, presentations, business discussions, escalations, and action-plan follow-ups.
• Build strong relationships with key stakeholders and ensure high levels of client satisfaction and retention.
• Conduct structured morning and evening operational sync-ups and ensure timely closure of critical issues.

2. Patient Support & Contact Center Operations

• Lead end-to-end patient support operations across Inbound, Outbound, Chat, and Follow-up processes.
• Ensure agents deliver high-quality, empathetic, compliant, and patient-centric interactions.
• Monitor operational metrics including CSAT, SLA, FCR, AHT, quality, productivity, adherence, conversion, and resolution rates.
• Review agent calls/interactions regularly to identify quality, behavioral, communication, and process gaps.
• Drive corrective actions and continuous improvement in patient experience.

3. Team Leadership & Productivity

• Manage and improve productivity at individual agent and unit/cluster levels.
• Set clear performance expectations, targets, and accountability mechanisms.
• Conduct regular 1:1 performance review meetings with agents and team members.
• Monitor agent behavior, attendance, adherence, performance, and engagement.
• Identify underperformance and implement structured coaching, feedback, and performance improvement plans.
• Build a high-performance culture focused on quality, productivity, ownership, and customer experience.

4. Workforce Planning, Hiring & Rostering

• Assess manpower requirements based on business volumes, client requirements, productivity, and budget.
• Partner with HR/TA for team hiring, replacements, onboarding, and workforce expansion.
• Prepare and manage shift rosters to ensure optimum coverage across processes and shifts.
• Manage agent leaves, shift changes, attendance, capacity planning, and workforce allocation.
• Ensure team deployment is aligned with the approved client/business budget.

5. Training, Coaching & Quality Management

• Design and conduct weekly and monthly training programs for agents.
• Identify skill, knowledge, behavioral, communication, and process gaps through call monitoring and performance data.
• Conduct regular coaching and feedback sessions.
• Drive continuous improvement in call quality, patient handling, communication, compliance, and CSAT.
• Maintain training effectiveness and track improvement through measurable KPIs.

6. Data Analytics, MIS & Dashboards

• Own daily, weekly, and monthly operational reporting.
• Develop and maintain Excel/MIS reports, dashboards, performance trackers, and management reports.
• Analyze operational data to identify trends, bottlenecks, productivity gaps, risks, and growth opportunities.
• Present data-driven insights and action plans to clients and leadership.
• Ensure 98%+ data and reporting accuracy with 100% timely submission.
• Leverage Advanced Excel/Google Sheets and BI tools such as Power BI, Tableau, or Looker Studio.

7. AI, Automation & Process Excellence

• Proactively identify repetitive, manual, and inefficient processes suitable for AI and automation.
• Partner with Product, Technology, Data, and Automation teams to design and implement scalable solutions.
• Drive automation of MIS reporting, dashboards, lead tracking, follow-ups, alerts, workforce processes, data workflows, and operational reporting.
• Leverage AI tools to improve agent productivity, response time, data accuracy, quality, and operational efficiency.

Requirements

Required Qualifications & Skills

• 3–5 years of experience in Customer Success, Patient Support, Patient Services, Healthcare BPO, Call Center, Healthcare Operations, or similar environments.
• Proven experience in team management and contact center operations.
• Strong hands‑on experience in CSAT, SLA, productivity, quality monitoring, call audits, and performance management.
• Experience managing Inbound, Outbound, Chat, and follow-up processes.
• Strong client-facing and stakeholder management skills.
• Excellent knowledge of MS Excel/Google Sheets, MIS reporting, dashboards, and data analytics.