Loop Health
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Senior Manager - Customer Success Operations
Loop Health
Senior Manager - Customer Success Operations
Quick Overview
Skills and expertise you’ll require
Customer Success
nps
csat
Roles and Responsibilities
About us
Founded in 2018, Loop is the fastest-growing insure-tech & health-tech startup in India. Our mission is to help 100 million Indians live healthy and worry less through our integrated healthcare & insurance offering. We're backed by eminent global investors like Elevation Capital, Khosla Ventures, General Catalyst, and Y-Combinator, with angels investors from WeWork, Twitch, and Google Ventures.
As a broker, Loop helps companies buy best in-class health benefits for their teams bundled with our unique Loop Health medical services. With our in-house medical team, we provide virtual and in-person OPD, chronic condition management, and surgical care routing services to promote primary care and reduce preventable claims.
300+ enterprises like Shaadi, SKF, Saregama, Rediff, mSwipe, and GE count Loop as their trusted employee benefits partner to keep their 120,000+ employees and family members healthy and happy.
We’re looking for the Head - Customer Success Operations, whose mission will be to drive the effectiveness and efficiency of our Customer Success team to increase retention and growth from existing customers. As a Head, you will be responsible for defining, leading and tracking the strategic & operational programs. Also, initiatives to drive the effectiveness and efficiency of the Customer Success team will be shouldered by you.
You will work towards achieving high cross-functional, orchestrate results with Customer Success, Onboarding, Enrollment, Sales, Placements, Claims, Support and other teams. You will lead strategic initiatives which in turn increases team's productivity. You will be a go-to advisor for the Customer Experience leadership team and report into the VP of Customer Success. Having said this, you will be their trusted partner in defining customer success objectives, strategy, tactics and in implementing processes that are scalable.
Core Responsibilities:
- Data
Aggregation: Collate data from multiple sources and create a process/system for ongoing smooth availability of data.
Reporting to Management: Create and present Reports/Dashboards to management on past results, renewals and upsell forecasts.
Reports for CSM’s: Share reports/dashboards to CSM’s and regional heads with learnings and suggested actions.
Analysis: Track leading indicators of renewals and upsell, and analyze them to understand what’s going well and what’s not.
- Processes
Customer Lifecycle: Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score
Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide path to escalation
Opportunity Management: Identify top candidates for upsell at regional and CSM level
Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes for CSMs to:
o Relay customer feedback to the Product team
o Align with the Support team on resolution of major cases and report bugs to the Engineering team
o Provide feedback to Sales on the readiness of our customers
o Help the Onboarding team overcome any delays in implementation
- People
Team Structure: Tier existing customers, assign them to CSMs, re-distribute workload as needed, and forecast hiring needs
Compensation: Determine the metrics on which important compensation components such as variables and incentives can be measured
Enablement: Provide materials and data that help CSMs work more effectively
- Systems
Implement and manage software that facilitates CSM Ops activities. This includes creating, maintaining, and updating changes as required in Journeys, Playbooks, Segments and Lists as per business requirement
Requirements:
- Demonstrated progressive experience with operations or related experience with a SaaS or subscriptions businesses5+ years of experience in Customer Success, Sales Operations, or Strategy (or any combination thereof)Experienced leading cross-functional initiatives in mid-sized or large organizations
- Management experience with a team of at least 5 team members
- Experience with Project / Program Management having digital engagement approaches and methods preferred (i.e., Digital Customer Success / “tech touch,” Digital Marketing)Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
- Demonstrated success with cross-functional coordination, including planning, execution tracking, decision making, and OKR management
- Growth mindset and ability to thrive in a fast-paced, flexible, startup environment
- You enjoy being in the middle of the action, working on multiple fronts simultaneously, and finding solutions through creative mean
Perks
Employee Health insurance
Get great excellent health insurance plans for your ...
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Enjoy creative freedom, take ownership of your work ...
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Our industry leading time-off policy so you can find...
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Access to a Rs. 25,000 annual education budget for a...
View MoreLife@Loop Health
Employee Health Insurance that Cares
Loop is a leading employee health benefits provider that helps businesses get the right employee health insurance for their employees. Our supercharged employee health benefits saved 200+ HR teams a ton of time while keeping workforces healthy and happy through top-notch primary & preventive care, and employee wellness initiatives.
How Kunal Kapoor Chose Loop's Employee Health Benefits
Employee health benefits are an important aspect of the workforce. As an employer, you should think about employee health and wellness. When choosing a health plan for your employees, you should keep in mind the needs of your employees as well. You can choose a health plan that covers the needs of your employees. Loop provides amazing employee benefits.
Office Locations
Pune