Customer Success Manager

Hiring: Customer Success Manager

Location: Gurugram (Onsite)

We are looking for an experienced Customer Success Manager with strong exposure to the US Healthcare Revenue Cycle domain to manage strategic client relationships and drive customer satisfaction, renewals, and revenue growth.

Key Responsibilities:

• Develop deep expertise across the full US Healthcare Revenue Cycle.
• Manage end-to-end customer relationships, ensuring satisfaction and value realization.
• Own contract renewals, track expiration dates, and drive retention.
• Identify upsell and expansion opportunities within existing accounts.
• Act as the primary escalation point for contract, billing, and account-related issues.
• Maintain accurate customer records and CRM documentation.
• Use tools like Gainsight and Salesforce to monitor customer health and success metrics.
• Identify risks and create mitigation plans for assigned accounts.
• Conduct quarterly/annual business reviews and monthly pulse check-ins.
• Improve processes related to customer utilization and integration.
• Work in a 24x7 client-facing environment.

Required Qualifications:

• Bachelors Degree
• 5+ years of experience in Customer Success or Account Management
• Experience in US Healthcare / Revenue Cycle Management (RCM)
• Hands-on experience with Gainsight and Salesforce
• Strong background in renewals, upselling, and revenue growth
• Experience handling client escalations
• Exposure to LMS tools (preferred)
• Prior sales or leadership experience is a plus