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 robust 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 fast-growing startup or scale-up environment.

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

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