Role Purpose

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

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

nKey Responsibilities

n1. Customer Onboarding Ownership

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- Act as the single point of contact from contract signature through go-live.
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- Lead end-to-end onboarding, implementation planning, training, stakeholder alignment, and execution.
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- Coordinate across functions to ensure successful deployment.
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- Track milestones, identify risks, and proactively remove implementation blockers.
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n2. Adoption & Customer Success

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- Drive product adoption across clinics and customer stakeholders.
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- Conduct regular business reviews (30/60/90D) to demonstrate value realization and ROI.
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- Monitor customer health, usage metrics, engagement levels, and operational outcomes.
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- Develop and execute account success plans to maximize customer outcomes.
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- Actively reduce churn risk through early intervention and stakeholder engagement.
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n3. Account Growth (Farming)

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- Build trusted relationships with decision-makers, administrators, and key stakeholders.
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- Create account growth plans aligned with customer objectives and business goals.
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n4. Revenue Realization & Collections

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



operational, or contractual issues impacting payments.
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- Maintain strong forecasting of renewal status, receivables, and expansion revenue.
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n5. Executive Relationship Management

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

nThe role will be measured on:

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

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- MBA in Marketing with 5-10 years of experience in Customer Success, Account Management, Client Services, or Customer Growth roles.
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- Experience managing US customers in a SaaS, Healthcare, HealthTech, Digital Health, or Technology environment.
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- Proven track record of managing enterprise and mid-market accounts.
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- Strong commercial orientation with ability to drive renewals, expansions, and collections.
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- Excellent stakeholder management and executive communication skills.
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- Highly organized with robust project management capabilities.
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- Comfortable working in a fast-growing startup or scale-up environment.
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- Key mindset: Own the customer. Own the outcome. Own the revenue.
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📌 Client Success Manager (US Market) (Bengaluru)
🏢 ZEISS VisioGen
📍 Bengaluru