Customer Success Manager
Location: Bangalore, India (Work from Office / Hybrid)
Experience: 3–6 years (including 1–3 years in a team lead / mentorship capacity preferred) Industry Preference: SaaS – Healthcare / HealthTech (preferred, not mandatory)
Employment Type: Full-time
Reports To: Founder/CEO
Company Context
RagaAI provides a healthcare SaaS platform used by hospitals, clinics, and healthcare provider networks. This role requires comfort with healthcare stakeholders and the regulatory/operational complexity of clinical environments.
About the Role
We are looking for a Customer Success Manager to own a portfolio of strategic healthcare accounts and lead a small pod of Customer Success Managers. This is a player-coach role — you will personally manage key/complex accounts (hospitals, clinics, provider networks, or payers) while also driving processes, coaching CSMs, and owning team-level retention and expansion metrics. Given the regulatory and stakeholder complexity of healthcare accounts, prior experience in healthcare SaaS (EMR/EHR, patient engagement, care coordination, RCM,



or clinical workflow tools) is strongly preferred.
Key ResponsibilitiesTeam Leadership
Lead, mentor, and manage a team of 3–6 Customer Success Managers/Executives, setting individual and team goals.
Drive team-level KPIs — NRR/GRR, churn, adoption, CSAT/NPS — and report progress to leadership.
Establish and refine CS playbooks, health-scoring models, and escalation frameworks for the team to follow.
Conduct regular 1:1s, coach CSMs on account strategy, and support them in escalations or complex renewal negotiations.
Partner on hiring and onboarding for recent CS team members.
Strategic Account Ownership
Personally own a portfolio of key/enterprise healthcare accounts — onboarding, adoption, renewals, and expansion.
Translate customer clinical/operational goals into product adoption and success plans.
Lead QBRs, executive business reviews, and renewal negotiations for top accounts.
Cross-fu

📌 Customer Success Manager (Bengaluru)
🏢 RagaAI
📍 Bengaluru