AI Customer Success Manager - Healthcare & Patient Support

Job Title: AI Customer Success Manager - Healthcare & Patient Support

Location: Hyderabad

Experience: 3–5 Years

Employment: Full-Time, Work from Office

About Multiplier AI

Multiplier AI is an AI-first healthcare marketing, analytics, and technology company working with leading global healthcare and pharmaceutical organizations. We combine healthcare data, AI, automation, and human expertise to improve patient engagement and business outcomes.

Role Overview

We are looking for a Customer Success Manager – Healthcare & Patient Support to manage client relationships and end-to-end patient support operations. The role involves client management, contact center operations, team leadership, workforce planning, data analytics, and AI/automation.

Key Responsibilities

• Manage day-to-day client relationships, reviews, escalations, SLAs, budgets, and success metrics.
• Lead patient support/contact center operations across inbound, outbound, chat, and follow-up processes.
• Monitor CSAT, SLA, FCR, AHT, quality, productivity, adherence, and conversion metrics.
• Review calls, agent performance, call recordings, and telephony data using Knowlarity or similar platforms.
• Manage, coach, and develop teams; handle performance reviews, PIPs, training, and quality improvement.
• Manage workforce planning, hiring, rosters, attendance, shifts, and capacity.
• Prepare and present MIS, dashboards, and operational reports using Advanced Excel/Google Sheets and BI tools.
• Analyze operational data to identify performance gaps, trends, risks, and improvement opportunities.
• Identify and implement AI, automation, and process improvement initiatives to improve efficiency and reduce manual effort.
• Manage hospital leads, follow-ups, and cross-functional coordination with HR, Digital Marketing, Product, Technology, Data, and Operations teams.

Required Skills & Experience

• 3–5 years of experience in Customer Success, Healthcare Operations, Patient Support, Healthcare BPO, Contact Center, or similar roles.
• Strong experience in team management and contact center operations.
• Hands-on knowledge of CSAT, SLA, quality monitoring, call audits, productivity, and performance management.
• Experience with Inbound, Outbound, Chat, and Follow-up operations.
• Experience with Knowlarity/cloud telephony or similar platforms.
• Strong client-facing and stakeholder management skills.
• Advanced Excel/Google Sheets, MIS, dashboards, and data analytics skills.
• Knowledge of Power BI, Tableau, or Looker Studio is preferred.
• Understanding of AI, automation, workflow optimization, and process improvement.
• Healthcare, Pharma, Life Sciences, Patient Services, or HealthTech experience is preferred.

Key KPIs

• 95%+ SLA adherence
• 90%+ CSAT
• Improved team productivity, FCR, AHT, quality, and adherence
• 98%+ reporting/data accuracy
• 100% timely reporting and roster coverage
• Timely hiring, training, and performance management
• Reduction in manual effort through AI & automation
• 2–3 process improvement/automation initiatives per quarter
• Strong client satisfaction and escalation management

Ideal Candidate

A customer-focused, data-driven people leader who can manage clients, lead contact center teams, analyze operational data, improve patient experience, and leverage AI and automation to build scalable healthcare operations.