Customer Success Manager - SMB

Plum Benefits Private Limited; Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Plum Benefits Private Limited in Bengaluru is seeking an Account Manager to own the end-to-end experience of a diverse portfolio of clients. You will lead onboarding, manage relationships, handle escalations, drive retention, and contribute to revenue growth across startups and global centers.

This high- ownership role demands proactive problem solving, cross-functional collaboration, and a bias for action.

Responsibilities

• Own a portfolio of diverse accounts end-to-end — from onboarding and relationship building to escalation management, retention, and revenue growth.
• Become a product expert across our entire platform. Your effectiveness is directly tied to how well you understand Plum’s offerings and how to position them for each client’s unique needs.
• Make internal processes more efficient. You will collaborate across teams to reduce friction and deliver a seamless client experience.
• Build your book proactively. Once you’ve established credibility, drive cross-sell opportunities and generate referrals from satisfied clients.
• Maintain rigorous adherence to SLAs and processes — because trust is built on consistency.

Job description

About Plum

Plum is an employee insurance and health benefits platform for modern organizations. Our mission is to positively impact the health and financial wellbeing of every human.

Employee health insurance has been the primary driver of health insurance penetration across developed countries. India is riding on the same wave - covering 250mn people today, and projected to reach over 500mn in the next decade.

But insurance in India still remains a hairy problem. No trust. Inhuman behaviour. Low awareness. Too much paperwork. Communication gaps. Overcomplicated systems. Too much fine print. Warped policies. Loopholes. Fear.

With Plum, we are building the most trusted insurance & healthcare partner for people and companies - reimagining employee benefits to be accessible, inclusive and simple.

Plum serves thousands of the world’s fastest growing organizations including Zomato, Cred, Groww, Twilio, Rippling, Atlassian and Notion. We are backed by Tiger Global and Peak XV Partners.

Why Join Us?

You get to be part of a team which is seeing disproportionate growth. 3 years ago this team generated 4 Cr of Revenue. This year we will generate 45 Cr. In 5 years, we want to build this to 450 Cr.

If you are excited to work in a mission driven team where crazy business growth means opportunities for each individual to grow significantly. You will also get the learning that comes with solving complex problems in a space where innovation is not easy.

About the Role

You will be part of the Account Management team — the operational backbone of Plum — owning the end-to-end experience of a diverse portfolio of clients. From fast-growing startups to large Global Capability Centres and niche enterprises, you will serve as their trusted insurance and health partner.

This is a dynamic, high-ownership role in a team that is scaling fast. You will go beyond reactive servicing — proactively building relationships, solving complex problems, and growing your book through cross-sell and referrals. We want people who want to run a mini business of their own.

Roles and Responsibilities:

• Own a portfolio of diverse accounts end-to-end — from onboarding and relationship building to escalation management, retention, and revenue growth.




• Become a product expert across our entire platform. Your effectiveness is directly tied to how well you understand Plum’s offerings and how to position them for each client’s unique needs.




• Make internal processes more efficient. You will collaborate across teams to reduce friction and deliver a seamless client experience.




• Build your book proactively. Once you’ve established credibility, drive cross-sell opportunities and generate referrals from satisfied clients.




• Maintain rigorous adherence to SLAs and processes — because trust is built on consistency.

Experience and Qualifications:

• You are an ace communicator — whether it’s navigating a sensitive client escalation, writing a clear process document, or presenting a renewal plan. We see clear, precise communication as a competitive advantage.




• You are a true self-starter. Plum values speed and we are looking for individuals who thrive without hand-holding or perfect information.




• You are outcome-driven and take extreme ownership. You measure yourself by the results your accounts achieve, not just the effort you put in.




• You have high customer empathy. You genuinely care about your clients’ outcomes and go the extra mile to unblock them quickly.




• You are a strong problem-solver who can work across cross-functional teams to resolve complex issues.




• You have a growth mindset and are deeply coachable. We move fast and we will trust you to keep pace, handle new challenges, and raise your own bar every quarter.




• Plum believes in playing fast & long, and everyone in our team is highly entrepreneurial and high on energy. If that appeals to you — you will fit right in.