ekacare
Customer Success Manager
Skills
Job description
Customer Success Manager
Working Days: Monday - Saturday (Saturday WFH)
Job Type: Full-Time
About Eka Care:
Eka Care is one of India's leading HealthTech startups, building at the intersection of Agentic AI and the doctor's daily workflow. Our products span ambient clinical documentation (EkaScribe), an EMR trusted by thousands of doctors across clinics and hospitals, personal health records, and developer infrastructure. Our systems are already live at scale - and we're now pushing the frontier of what AI agents can do inside real clinical environments.
Objectives of this role:
Own the entire relationship with Doctors, including onboarding, implementation, training, adoption, retention, and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services
Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team
Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings
Maintain existing customer-success metrics and data as directed
Responsibilities
Serve as day-to-day contact for assigned doctor cohorts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
Review the customer journey, determine how it's supported, and use a consultative approach to help clients overcome issues and achieve their goals
Facilitate interaction and workflow among product team members, including the Support team, to ensure timely resolution
Collaborate, problem-solve, and/or strategise with team members on upcoming client meetings
Prepare documentation or visuals of campaign performance for clients; analyse trends in CSAT and NPS scores to identify areas for improvement
Work with sales and marketing teams to boost customer referrals and develop case studies.
Required skills and qualifications:
1-3 years of experience in client relationship management, retention, client onboarding, or training.
- Excellent communication skills in English and Hindi; proficiency in additional languages will be an added advantage.
- Strong interpersonal skills with the ability to build trust and rapport with clients.
- Ability to manage multiple client accounts and prioritise tasks effectively.
- Solution-oriented approach with a focus on customer satisfaction.
- Experience in handling client/customer concerns and ensuring timely resolutions.
- Familiarity with CRM software is a plus.
Preferred skills and qualifications:
Bachelor's degree or equivalent
Knowledge of Customer Success & project management tools
Experience in event planning
Full-Time Employee Benefits
Medical Insurance & Accidental Insurance
Maternity & Paternity Benefits
PF, Gratuity, & Leave Encashment
Salary Advance Policy