About the role

Deep Connection is a health-tech company building integrated, continuous wellbeing for children and families. The Customer Experience Manager (CXM) will own end-to-end experience for our CWP customers (parents & caregivers, and partnered clinicians), driving activation, engagement, outcomes, and retention across the program lifecycle.

Key responsibilities1) Onboarding & Activation

- Design and run structured onboarding for new CWP customers (welcome call, goals intake, tech setup, first-30-days plan).
- Manage customer appointments and feedback

2) Proactive Success & Support

- Manage a portfolio of CWP accounts; conduct periodic reviews on progress, adherence, and milestone attainment.
- Own support SLAs (TAT, first response, resolution) across WhatsApp, phone, email, and in-app.
- Escalate clinical or risk cases to Therapy Lead; coordinate hand-offs without friction.

3) Retention, Expansion & Community





- Deliver renewal conversations with clear value reviews and next-phase roadmaps.
- Identify cross-sell/upsell into FitQuest tiers, add-on therapies, workshops, and events.
- Nurture parent communities (webinars, support circles) to improve stickiness and referrals.

4) Compliance & Risk

- Ensure privacy, consent, and documentation meet internal policy and applicable regulations.
- Maintain accurate records in CRM, EHR, and ticketing; audit periodically.

Job Types: Full-time, Permanent

Pay: ₹4,000.00 - ₹5,000.00 per month

Perks:

- Health insurance
- Paid sick time
- Paid time off

Application Question(s):

- Which languages do you speak ?

Education:

- Bachelor's (Preferred)

Language:

- English (Required)
- Hindi (Preferred)
- Tamil (Preferred)
- Telugu (Preferred)

Work Location: Remote

📌 Customer Success Intern (India)
🏢 Deep Connection Innovation Private
📍 India