: Customer Success Manager Australia Operations

ABOUT VIGOCARE

Vigocare is a digital cardiac diagnostics company operating across Australia, New Zealand, and India. We are building a world-class cardiac monitoring platform that enables cardiology clinics to deliver faster, more accurate ECG and Holter monitoring services to their patients.

Our Australia business serves cardiology practices across the country delivering ECG analysis, device support, and account management from our India-based operations hub. The commercial model is simple: India-based operations at scale, with local Australian presence for sales and clinical relationships.

We are now building the India CST (Customer Support Team) as the operational backbone of our Australia revenue and we are looking for people who want to own accounts, not just answer tickets.

Customer Success Manager Australia Operations

Location: Hyderabad, India | Shift: Early IST (12:30am 4:00pm IST / 6am 6pm AEST) |

This is not a support agent role. This is a named account ownership role.

You will own a portfolio of up to 25 Australian cardiology clinic accounts responsible for their health, growth, and retention. You will monitor them proactively, prepare Australian Key Account Managers (KAMs) before every clinic visit, detect churn and escalation signals before they become problems, and manage all written and digital touchpoints with clinic stakeholders.

The clinics you support are cardiology practices cardiologists, practice managers, device coordinators, and billing teams — using Vigocare's platform to run Holter and ambulatory ECG testing for their patients. Your job is to make their experience frictionless and their relationship with Vigocare sticky.

— WHAT YOU WILL DO —

Account Ownership

- Own 25 named Australian cardiology accounts — you are the single operational point of accountability for each
- Generate monthly account health reports covering test volumes, open issues, ECG SLA performance, and CSAT




- Monitor volume trends continuously — detect drops greater than 10% and escalate to the Australia team within 24 hours
- Maintain complete account dossiers: stakeholder maps, billing profiles, communication preferences, and workflow deviations

KAM & Commercial Support
- Prepare data packs for Australian KAMs before every monthly clinic visit — open issues, volume trends, upsell signals, last touchpoints
- Log Field Intelligence Reports (FIRs) after every account interaction — feeding Vigocare's India product team with AU market intelligence
- Identify and flag upsell signals: expanding clinics, new staff onboarding, additional device requirements

Clinic Communications & Coordination
- Handle all email and chat queries from AU clinic accounts — Email SLA: less than 30 minutes; Chat SLA: less than 5 minutes
- Coordinate training for new clinic staff within 5 business days — liaise with India Solutions Team
- Coordinate feature release communications for all accounts — you prepare; the AU team sends
- Trigger consumable reorder prompts and manage stock threshold alerts

Escalation & Operational Discipline
- Apply Vigocare's escalation matrix accurately — 9 defined triggers with correct routing, urgency, and SLA
- Detect churn risk signals and engage the Australian escalation chain within the defined SLA
- Support Stage 2 onboarding accounts — track Customer Assimilation Score (CAS) and coordinate Day 30 handoff

— WHAT WE ARE LOOKING FOR — Non-negotiable requirements:
- 2+ years of experience in Customer Success, Account Management,



or B2B client servicing with named account ownership
- Demonstrable experience in proactive account management — you have examples of catching problems before clients raised them
- Strong written English — AU-standard qualified communication quality (this is tested in the hiring process)
- CRM experience beyond ticket logging — account data management, report generation, field notes
- Analytical mindset — comfortable reading volume dashboards, spotting anomalies, drawing conclusions from data
- Commitment to early IST shift (12:30am–4:00pm IST) on a sustained basis — this is a core requirement of the role, not a temporary arrangement

Strong advantage — will accelerate your ramp:
- Experience in an Australia or New Zealand-facing role (GCC, BPO, or product company)
- Healthcare, medical device, diagnostics, or health insurance account management background
- Familiarity with Australian Medicare / MBS billing concepts or AU health system structure
- Experience supporting a field sales or KAM team from an inside or account support role
- Prior exposure to cardiology, ECG, or diagnostic device workflows

— WHAT MAKES THIS ROLE DIFFERENT — You will not be answering a queue. You will own accounts.

You will not be measured on ticket count. You will be measured on account health, volume retention, and CSAT across your portfolio.

You will not be invisible to the clinics you manage. Over time, clinic staff will know you — in writing — as a reliable, knowledgeable partner.

You will have a direct line to Australia's commercial team. Your intelligence from accounts shapes how KAMs approach clinic visits and how India's product team prioritises development.

The early shift is a real commitment. It is compensated accordingly. If you want AU-market ownership and commercial exposure without relocating, this is one of the few roles in Hyderabad that genuinely offers it.

📌 Customer Success Manager (Hyderabad)
🏢 VigoCare
📍 Hyderabad