Customer Success Lead

Customer Success Lead

Location: Bangalore, India (Work from Office / Hybrid)

Experience: 3–6 years (including 1–3 years in a team lead / mentorship capacity preferred) Industry Preference: SaaS – Healthcare / HealthTech (preferred, not mandatory)

Employment Type: Full-time

Reports To: Founder/CEO

Company Context

RagaAI provides a healthcare SaaS platform used by hospitals, clinics, and healthcare provider networks. This role requires comfort with healthcare stakeholders and the regulatory/operational complexity of clinical environments.

About the Role

We are looking for a Customer Success Lead to own a portfolio of strategic healthcare accounts and lead a small pod of Customer Success Managers. This is a player-coach role — you will personally manage key/complex accounts (hospitals, clinics, provider networks, or payers) while also driving processes, coaching CSMs, and owning team-level retention and expansion metrics. Given the regulatory and stakeholder complexity of healthcare accounts, prior experience in healthcare SaaS (EMR/EHR, patient engagement, care coordination, RCM, or clinical workflow tools) is strongly preferred.

Key Responsibilities Team Leadership

• Lead, mentor, and manage a team of 3–6 Customer Success Managers/Executives, setting individual and team goals.
• Drive team-level KPIs — NRR/GRR, churn, adoption, CSAT/NPS — and report progress to leadership.
• Establish and refine CS playbooks, health-scoring models, and escalation frameworks for the team to follow.
• Conduct regular 1:1s, coach CSMs on account strategy, and support them in escalations or complex renewal negotiations.
• Partner on hiring and onboarding for new CS team members.

Strategic Account Ownership

• Personally own a portfolio of key/enterprise healthcare accounts — onboarding, adoption, renewals, and expansion.
• Translate customer clinical/operational goals into product adoption and success plans.
• Lead QBRs, executive business reviews, and renewal negotiations for top accounts.

Cross-functional & Process

• Monitor customer health scores, usage data, and engagement metrics across the team's book of business to proactively identify churn risk and expansion opportunities.
• Partner cross-functionally with Sales, Product, Support, and Implementation to resolve escalations and feed customer insights into the product roadmap.
• Ensure compliance-sensitive handling of customer data and workflows (HIPAA/GDPR awareness, given healthcare data sensitivity).
• Own CS reporting and dashboards in CRM/CS tools (Salesforce, Gainsight, Totango, HubSpot, or similar) for both individual and team performance.

Must-Have Qualifications

• 3–6 years of experience in Customer Success, Account Management, or a client-facing role within a B2B SaaS environment, including prior experience mentoring or informally leading peers.
• Proven track record of managing a portfolio of complex/strategic accounts, driving retention, and reducing churn.
• Demonstrated ability to set goals, coach, and manage performance for a small team (direct people-management experience a plus).
• Strong communication and stakeholder management skills — comfortable engaging with both end-users and senior leadership (CXOs, hospital/clinic administrators).
• Data-driven approach — comfortable using health scores, usage analytics, and engagement metrics to drive both individual and team decisions.
• Experience with CRM/CS platforms (Salesforce, Gainsight, Totango, Vitally, Zendesk, HubSpot, or equivalent).
• Strategic thinker with a proactive, solution-oriented approach and strong ownership mindset.
• Bachelor's degree in Business, Healthcare Administration, Life Sciences, or a related field.

Good-to-Have (Preferred)

• Prior experience with healthcare SaaS products — EMR/EHR systems, patient engagement platforms, RCM, telehealth, or care coordination tools.
• Familiarity with healthcare workflows, provider/clinic operations, or compliance frameworks (HIPAA).
• Experience managing US/global healthcare clients or working in US time-zone shifts.
• Prior exposure to renewal/upsell quota ownership at both individual and team level.
• Experience building or refining CS processes/playbooks from scratch (especially useful in an early/growth-stage startup like RagaAI).

What We Offer

• Competitive compensation with performance-based incentives.
• Comprehensive health benefits.
• Opportunity to lead a team within a high-growth healthcare SaaS org.
• Career growth into Head of Customer Success roles.