We are looking for a proactive and empathetic Customer Success Executive to ensure that every client has a smooth, positive and consistent experience with our services. The role involves understanding client needs, coordinating with internal teams, ensuring timely follow-ups, resolving concerns and driving continued engagement with our services.

The ideal candidate should be highly organised, people-oriented and comfortable working in a fast-paced healthcare environment.

Key Responsibilities

1. Client Relationship Management

- Act as the primary point of contact for clients after onboarding.
- Build strong and professional relationships with clients and families.
- Understand client needs, expectations and concerns.
- Ensure clients receive timely communication and support throughout their journey.

2. Follow-ups & Engagement

- Conduct regular follow-ups with clients to understand their experience and requirements.
- Track appointments, service utilisation, follow-ups and pending actions.
- Identify clients who may be disengaging and proactively reconnect with them.
- Encourage appropriate continued engagement with relevant services.

3. Issue Resolution

- Handle client queries, complaints and concerns professionally and empathetically.
- Coordinate with psychologists, psychiatrists, therapists, front-office and other teams to resolve issues.
- Escalate critical concerns to the appropriate senior/team member.
- Ensure closure of complaints within defined timelines.

4. Internal Coordination

- Coordinate closely with clinical and operations teams to ensure seamless service delivery.
- Ensure important client information and follow-up requirements are communicated to relevant teams.
- Participate in regular review meetings and share customer feedback.

5. Customer Experience & Feedback

- Collect customer feedback and satisfaction scores.




- Identify recurring issues and suggest improvements in the customer journey.
- Track NPS/CSAT and other customer experience metrics.
- Contribute ideas to improve retention and overall customer experience.

6. Data & Reporting

- Maintain accurate customer records and follow-up information in the CRM.
- Track key customer success metrics and prepare periodic reports.
- Monitor pending follow-ups, escalations, conversions and retention.
- Maintain confidentiality of all client information.

Key Performance Indicators (KPIs)

- Customer satisfaction / CSAT
- NPS
- Follow-up completion rate
- Customer retention and re-engagement
- Resolution TAT for complaints
- Escalation closure rate
- CRM/data accuracy
- Repeat service utilisation
- Client feedback and referrals

Skills & Competencies

- Excellent verbal and written communication
- Strong interpersonal and relationship-building skills
- Empathy and emotional intelligence
- Excellent follow-up and coordination skills
- Problem-solving ability
- Solid organisational and time-management skills
- Ability to handle difficult conversations professionally
- Comfortable working with CRM systems and basic reporting
- Ability to work collaboratively with multidisciplinary teams

Educational Qualification

- Bachelor's degree in Psychology, Healthcare Management, Business Administration, Hospitality, Social Work or a related field.
- Experience in healthcare, mental healthcare, hospitality, customer success or relationship management will be an advantage.

Ideal Candidate

Someone who is warm, organised, responsive and solution-oriented, and genuinely enjoys working with people. The person should be able to balance empathy with accountability and ensure that every client feels heard, supported and well cared for.

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person

📌 Customer Success Executive (J. P. Nagar)
🏢 Cadabams Group
📍 J. P. Nagar