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 Translate assessments into clear success plans and session calendars set expectations on cadence and outcomes Drive product adoption across our stack FitQuest app ReachOut EHR parent portal 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 CX Design Voice of Customer Map journeys and remove friction across touchpoints standardize playbooks and macros Run NPS CSAT CES programs synthesize themes into monthly Top CX Fixes for Product Ops Champion accessibility and parent-friendly communication English Hindi regional where needed 4 Data Reporting Outcomes Track and report cohort health activation rate adherence goal attainment missed-session rate churn risk Build dashboards with Ops Data for proactive nudges e g low engagement flags Quantify impact on the North Star metric Time to Therapeutic Intervention TTTI and milestone acceleration 5 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 6 Compliance Risk Ensure privacy consent and documentation meet internal policy and applicable regulations Maintain accurate records in CRM EHR and ticketing audit periodically Success metrics KPIs Activation rate Day-30 85 CSAT 4 6 5 NPS 50 Response SLA 15 mins WhatsApp chat 4 hrs email during business hours First Contact Resolution 60 Adherence to care plan 75 sessions completed Renewal rate 85 Net revenue retention 110 Escalations 2 of monthly tickets Job Types Full time Permanent Pay 8 000 00 - 20 000 00 per month Benefits Health insurance Paid sick time Paid time off Ability to commute relocate Dehradun Uttarakhand Reliably commute or planning to relocate before starting work Required Work Location In person