Customer Success Manager

Your Mission

Execute a systematic, metrics-driven customer success program that delivers measurable results. This isn’t a relationship management role—it’s a performance-driven position with
clear KPIs and structured engagement protocols.

Success Metrics You’ll Own

1) <4% annual churn rate through proactive intervention
2) NPS score >4 via systematic feedback collection
3) 25% referral rate from existing client base
4) 100+ patient interviews annually for product insights
5) 10% annual upsell revenue through expansion opportunities
6) 50% client dashboard adoption rate
7) Monthly touchpoints with every active client
8) Engagement score of 5 before first renewal.

Your Structured Engagement Process

You'll execute our 10-level customer engagement framework:
1) L1-L3 (Months 1-2): Onboarding mastery—intro calls, business alignment, regular updates
2) L4-L5 (Months 3-4): Performance tracking—dashboard adoption, usage optimization, feedback collection
3) L6-L7 (Month 5): Advocacy building—NPS scoring, testimonials, referral requests
4) L8-L10 (Months 6-12): Renewal & expansion—ROI analysis, upselling, retention.

What We’re Looking For

1) Process-driven mindset: Comfortable with structured workflows, detailed tracking, and systematic execution
2) Results-focused: Previous experience hitting specific retention, NPS, or expansion targets.
3) Healthcare context: Understanding of diagnostic labs, patient workflows, and healthcare decision-makers.
4) Data proficiency: Can analyze usage metrics, health scores, and customer behavior patterns
5) Communication skills: Clear, professional engagement across calls, emails, and WhatsApp
6) Startup mentality: High ownership, problem-solving attitude, comfortable with founder-led environment

Red Flags (Immediate Disqualification)

1) Cannot provide specific metrics from previous customer success roles.
2) Prefers "relationship-based" over systematic, process-driven approaches.
3) Uncomfortable with structured communication schedules and detailed tracking.

Why Join NirogGyan?

1) Clear, measurable impact on business growth and customer outcomes.
2) Systematic approach with proven frameworks—no guesswork
3) Direct collaboration with founders who value data-driven results
4) Career growth potential as we scale our customer success operations.

To Apply

Send resume + specific examples of customer success metrics you’ve achieved (retention rates, NPS scores, expansion revenue, etc.)

Subject Line: "CSM Application - [Your Name] - [Your Best Metric Achievement]"