Customer Success Manager â The âCrazy-Thinkerâ Fixer in Healthcare
Customer Success Manager â The âCrazy-Thinkerâ Fixer in Healthcare
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Job Description
Customer Success Manager The Crazy-Thinker Fixer in Healthcare
Location: Kondapur Hyderabad
Its 3 AM India time a U.S.-based clinics system just hiccupped during a full appointment slot. Instead of reacting later youre on it-picking up the phone cracking a joke (Tech gremlins huh) rallying your internal team and calming the client. Thirty minutes later: fixed. That moment Its gold. And the payoff-client says Youre an absolute lifesaver then drops a referral. You live for that.
What Youll Actually Do
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High-energy hustle: Hourly check-ins (yes truly hourly) via calls texts or chat to sniff out issues before they flare.
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Rapid fix and follow-through: You dont just triage-you own it. Gather the troops diagnose fix and update the client first.
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Tell the story: Heres what went wrong heres the fix heres what it means for your day-simple clear confident.
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Flip complaints into referrals: Turn what could be a rant into a tell me who else needs this story.
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Track like a hawk: Daily health scores CSAT/NPS issue counts referral asks-your scoreboard is always visible.
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Cross-functional glue: Spot systemic issues and partner with Product Support Sales to bake in fixes.
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Flex for U.S. teams: Be available on U.S. hours collaborate live fly solo when the night call rings.
Working Conditions
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Full-time on-site in Kondapur Hyderabad
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Aligned with U.S. shift hours (night shift in India)
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Requires flexibility for cross-time zone collaboration
Why Join Us
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Support mission-critical HR & pharmacy ops for a U.S. healthcare leader
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Grow your experience across multi-state HR compliance and pharmacy workflows
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Be part of an energetic growth-driven fast-moving team
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Check us out at:
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Follow us on LinkedIn:
Benefits
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Provident Fund contributions
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Overtime and holiday pay
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On-site travel allowance and meals
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Referral and birthday bonuses
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Night-shift allowances
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Employee of the Month recognition program
Who You Are
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3 years in Customer Success or account roles-preferably SaaS or health-tech.
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You thrive in chaos-youve owned client meltdowns and walked out smiling.
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Backbone and grit: Not afraid to hold the line apologize fix it-and pivot fast.
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Master storyteller: Translate technical fixes into clear friendly updates that clients love.
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Obsessed with health metrics: You track CSAT/NPS and use them like a treasure map.
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Comfortable on a U.S. schedule with call and chat across time zones.
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Tech-savvy: CRM/CS tools (HubSpot Zendesk Gainsight)-musts not nice-to-haves.
Education Requirements
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Bachelors degree preferred-but if youve been battle-tested in customer-facing roles and have the scars (and wins) to show for it were listening.
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Background in Business Communications Psychology or any people-oriented field is a plus.
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Healthcare familiarity is great but not mandatory-we care more about how fast you learn and adapt.
Communication Skills
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You write like a real person and talk like one too-no jargon no fluff just clear confident human-first communication.
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You can de-escalate tension explain tech without sounding techy and make a stressed client feel heard in less than 30 seconds.
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You know when to listen when to reassure and when to say Were on it-and heres whats next.
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Bonus if youre bilingual or have experience working with diverse customer bases across cultures and time zones.
Your Interview Homework
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Cover story: A real turnaround rescue you handled under pressure.
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After-hours readiness: Tell us how you thrive after 9 PM.
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Referral game: Share your tactic for turning happy clients into your biggest fans.
This role isnt for the faint. Youll be our frontline troubleshooter-fast friendly fearless. Youll own client issues like gold flip frustration into loyalty and build bonds that deliver referrals. Sound like you Lets talk.
In the last five years healthcare and technology stopped dating casually and got married. From telemedicine and wearables to AI and EHRs the pace of digital transformation has exploded. But behind every flashy innovation is a team dealing with the chaos that comes with it-onboarding clinics whove never used a dashboard calming down users mid-outage or explaining a workflow fix to someone mid-surgery day. Thats where Customer Success comes in-not just to keep customers happy but to make sure theyre supported heard and guided every step of the way.
Being a CSM in healthcare isnt just about metrics. Its about fixing issues fast communicating like a human (not a robot) and creating trust in high-stakes moments. Whether its preventing a scheduling meltdown at 3 AM or walking a client through a tech hurdle with humor and clarity this role blends grit patience emotional IQ and hustle. Its not just customer service-its frontline problem-solving that helps healthcare teams keep caring for real people every single day.
Employment Type
Full Time
