About myGrape myGrape builds IoT and AI infrastructure for IVF labs, spanning cryo and incubator monitoring, AI embryo grading, and other innovative features. We work with IVF clinics and hospitals across India, with an India-first go-to-market and a Belgian regulatory base.

About the Role We're hiring a Customer Experience Associate to own the day-to-day experience of every myGrape customer post-onboarding. You'll be the primary point of contact for embryologists, lab staff, and clinic administrators using our devices and software, responsible for making sure they get value from the product, surfacing what's working and what isn't, and driving that feedback into our product roadmap.

What You'll Do Own the ongoing relationship with all live customer accounts: check-ins, issue resolution, and general account health

Systematically collect feedback from customers on product performance, usability, and feature gaps

Log, categorize, and prioritize feedback so it's usable by the product and engineering teams

Coordinate directly with the tech team to translate customer feedback into feature requests and bug fixes

Track feature requests through to shipment, and close the loop with customers once changes go live

Monitor account-level usage and flag at-risk accounts before they churn

Maintain accurate,



up-to-date customer records and interaction logs in the CRM

Support onboarding handoffs and ensure recent accounts ramp smoothly

Build and refine playbooks for recurring customer issues to reduce repeat escalations What We're Looking For

1-3 years of experience in customer success, account management, or a customer-facing operations role (healthcare or SaaS background is a plus)

Strong communication skills, comfortable speaking directly with clinical staff and lab teams

Detail-oriented, organized, and comfortable managing multiple accounts and open items at once

Able to translate qualitative customer feedback into clear, actionable input for a technical team

Working familiarity with CRM tools (HubSpot or similar)

Empathetic and proactive, someone who follows up before being asked to

Bonus: exposure to IVF labs, diagnostics, or medical device environments What You'll Get

Direct ownership of the customer relationship for a fast-growing healthtech product

Close collaboration with founders and the product/engineering team, with real influence on the roadmap

Fast learning curve across customer success, product feedback loops, and account strategy

Compensation: competitive fixed salary + performance-linked incentives, based on experience

📌 Customer Service Executive (Bengaluru)
🏢 myGrape
📍 Bengaluru