Manager - Customer Success

The Manager - Customer Success will lead and elevate the EMR/Oncology Support team by shifting from reactive service to proactive customer partnership.

Requirements

• Re-establish role clarity and RACI within 30 days.
• Conduct weekly one-on-one meetings and publish individual performance development plans (PDPs) with quarterly targets.
• Launch “Deep Dive Friday” knowledge-sharing sessions with 100% of technical staff presenting within 90 days.
• Publicly recognize team wins and reduce negative escalations by 40% within 6 months.
• Implement early warning dashboards for the top 10 issues to reduce repeat tickets by 25% within 180 days.
• Mentor the Assistant Manager on empathetic leadership and change management, co-leading two retrospectives per month.
• Hold monthly health checks with Product and Development teams, providing insights to influence the product roadmap.

Benefits

• Competitive salary and bi-annual bonus.
• Fast track and uncapped career growth for high performers.
• Company-sponsored vehicle financing (car and bike).
• Interest-free loans.
• Provident Fund: CureMD matches up to 8% of your base salary.
• Fuel Card.
• Cellular Allowance.
• In-house clinic with a team of certified male and female doctors with 24/7 telemedicine service.
• Hospital treatment monitoring by company doctors.
• Comprehensive health coverage for your immediate family (outpatient, inpatient, maternity, and parents' inpatient).
• Exclusive health benefits and discounts at top class clinics and labs.
• Pick-up and drop-off services for female employees.
• In-house daycare facility.
• In-house gym and recreational area to unwind.
• Company-sponsored trainings, workshops, development programs and retreats.
• Paid specialized trainings/certifications.