Customer Success Manager (India)

About Kai Health

Kai Health is a global AI fertility company developing solutions to improve IVF success rates. Our flagship product, Vita Embryo, a certified SaMD (software as a medical device) is an AI-powered software that helps clinicians select embryos with higher implantation potential. We are rapidly expanding across Europe, India, Singapore, and beyond.

Role Overview

As a Customer Success Manager, you will drive product adoption and clinical impact across fertility clinics in India. You will work closely with doctors, embryologists, and local partners to ensure successful implementation, sustained usage, and long-term customer satisfaction.

1. Product Adoption & Customer Success

- Maximize clinical value: Align Kai Health’s AI seamlessly with the clinic's specific embryo culture workflow to drive high adoption and daily utilization.
- Proactive monitoring: Identify early signs of low usage or operational bottlenecks, supporting the conversion of pilot clinics into loyal, long-term reference sites.

1. Customer Relationship Building & Field Communication

- End-user advocacy: Serve as the primary trusted advisor for clinical staff (doctors, embryologists) to ensure continuous satisfaction and success.
- Distributor collaboration: Work cooperatively with our local distributor's field team to deliver a unified and seamless customer experience on-site.
- Account nurturing: Conduct regular check-ins, nurture 'champion' users within clinics, and support local clinical events or exhibitions.

1. Onboarding & Implementation Support

- Workflow integration:



Lead product onboarding and targeted user training, ensuring our software blends naturally into the clinic’s actual IVF evaluation process.
- Hybrid implementation: Deliver stable product rollouts through a mix of hands-on site visits (coordinating with the distributor when necessary) and remote technical support.

1. Problem Solving & Internal Collaboration

- Agile troubleshooting: Swiftly resolve user issues by accurately capturing the clinical context and field realities.
- Actionable feedback: Translate raw customer priorities and challenges into structured, actionable insights for Kai Health’s internal development teams.

1. Product Improvement & Insight Delivery

- Voice of the Customer (VoC): Systematically gather field insights and pain points specific to the Indian IVF market.
- Strategic bridge: Contribute to product strategy, feature prioritization, and usability enhancements based on direct, hands-on user experience.

Requirements
- Experience in healthcare, digital health, or SaaS
- Experience in IVF / embryology
- Solid communication and relationship-building skills
- Ability to understand customer workflows and translate needs into action
- Proactive, structured, and adaptable in a fast-paced environment
- Fluent in English; willing to travel frequently

Preferred
- Network within fertility clinics or healthcare ecosystem (India preferred)
- Experience in Customer Success, Account Management, or similar customer-facing roles
- Startup or high-growth company experience
- Hindi or regional language skills

📌 Customer Success Manager (Bengaluru)
🏢 Kai Health
📍 Bengaluru