Customer Success Executive

Company Description Startoon Labs is an ISO 13485 and ISO 9001 certified medical device company headquartered in Hyderabad, India, focused on R&D and manufacturing of healthcare technologies. Founded by alumni of IITs and IIMs, the company aims to build world-class products in India for global markets. Startoon Labs is a young, fast-growing startup incubated by T-Hub and supported by DBT and MeitY, Government of India, offering a dynamic environment for innovation. Its flagship product, Pheezee®, is a USFDA-registered device that monitors and tracks recovery in patients undergoing physiotherapy for neurological and musculoskeletal conditions. Team members contribute to advancing a strong research ecosystem and meaningful healthcare outcomes.

Role Summary:

Manage post-sales customer relationships through onboarding, product training, regular follow-ups, complaint resolution, and identifying cross-selling and upselling opportunities for Pheezee.

Key Responsibilities:

• Onboard customers and provide product training and demonstrations.
• Regularly call customers to understand usage, feedback, and requirements.
• Handle customer queries and coordinate with internal teams to resolve complaints.
• Ensure customer satisfaction, product adoption, and retention through timely follow-ups.
• Identify cross-selling, upselling, renewals, AMC/CMC, rentals, and repeat-sales opportunities.
• Generate referrals and additional business from existing customers.
• Maintain accurate customer interactions, complaints, and sales records in the CRM.
• Travel for customer visits and training when required.

Qualifications:

• Bachelor's degree in Biomedical Engineering, Biotechnology, Pharmacy, or a relevant engineering field.
• 0–3 years of experience in customer success, post-sales, customer support, inside sales, healthcare technology, or medical devices.

Required Skills:

• Excellent communication and customer-handling skills.
• Strong calling, follow-up, and presentation skills.
• Product demonstration and problem-solving abilities.
• Sales, cross-selling, and upselling aptitude.
• Team coordination, CRM usage, and documentation skills.
• Customer-focused and target-oriented approach.