Role Purpose

Own the post-sales customer lifecycle for assigned US accounts, ensuring successful onboarding, rapid adoption, measurable business outcomes, revenue retention, expansion opportunities, and timely collections.

This is a farming role, not a support role. Success is measured by customer retention, customer growth, product adoption, implementation excellence, and cash realization.

Key Responsibilities

1. Customer Onboarding Ownership

- Act as the single point of contact from contract signature through go-live.
- Lead end-to-end onboarding, implementation planning, training, stakeholder alignment, and execution.
- Coordinate across functions to ensure successful deployment.
- Track milestones, identify risks, and proactively remove implementation blockers.

2. Adoption & Customer Success

- Drive product adoption across clinics and customer stakeholders.
- Conduct regular business reviews (30/60/90D) to demonstrate value realization and ROI.
- Monitor customer health, usage metrics, engagement levels, and operational outcomes.
- Develop and execute account success plans to maximize customer outcomes.
- Actively reduce churn risk through early intervention and stakeholder engagement.

3. Account Growth (Farming)

- Build trusted relationships with decision-makers, administrators, and key stakeholders.
- Create account growth plans aligned with customer objectives and business goals.

4. Revenue Realization & Collections

- Own invoice tracking, payment follow-ups, and collections for assigned accounts.




- Resolve commercial, operational, or contractual issues impacting payments.
- Maintain strong forecasting of renewal status, receivables, and expansion revenue.

5. Executive Relationship Management

- Serve as the voice of the customer internally.
- Escalate risks early with clear mitigation plans.
- Build executive-level relationships that improve retention and customer advocacy.
- Drive customer references, case studies, testimonials, and success stories.

Success Metrics The role will be measured on:

- Customer Retention %
- Net Revenue Retention (NRR)
- Customer Adoption & Engagement
- Time to Go-Live
- Onboarding Completion Rate
- Expansion Revenue
- Renewal Rate
- Collection Efficiency / DSO
- Customer Satisfaction (CSAT/NPS)
- Referenceable Customers Created

Ideal Candidate

- MBA in Marketing with 5-10 years of experience in Customer Success, Account Management, Client Services, or Customer Growth roles.
- Experience managing US customers in a SaaS, Healthcare, HealthTech, Digital Health, or Technology environment.
- Proven track record of managing enterprise and mid-market accounts.
- Strong commercial orientation with ability to drive renewals, expansions, and collections.
- Excellent stakeholder management and executive communication skills.
- Highly organized with strong project management capabilities.
- Comfortable working in a rapid-growing startup or scale-up environment.

- Key mindset: Own the customer. Own the outcome. Own the revenue.

📌 Client Success Manager (US Market) (Bengaluru)
🏢 ZEISS VisioGen
📍 Bengaluru