Loop Health - Customer Success Manager

a Customer Success Manager at Loop, you will play a key role in driving customer goals, revenue expansion and product utilisation by ensuring the activation, engagement, success, retention, and growth of Loops key, enterprise or mid-market clients.

This role is focused on high-impact, high-value activities in all aspects of business development and retention.

What You Would Do?

• Develop a deep relationship with the customer and an understanding of their employee health to suggest specific Loop Health product features, interventions, and value propositions - map and build relationships with key stakeholders for your accounts to ensure they are engaged with us throughout the year
• Be a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefits
• Increase renewal rates, drive adoption and consumption, improve customer satisfaction, and work with our customers to generate new business (upsell and cross-sell)
• Learn about Health Insurance and Loop Health benefits so that you can articulate the value to existing and new customers - educate our clients about health benefits management and onboard them to our own dashboards and roster management tools
• Help execute and iterate the Loop Health onboarding experience to maximise client enrolment in our app and understanding of our benefits
• Be the customers voice within Loop Health providing feedback to our Product team to develop / identify new features
• Serve as the internal voice of the customer and advocate for our client's needs (services, support, product management, executive alignment)
• Be extremely process-driven and document notes, MoMs, RCAs and managing escalations with clients and driving them internally across different teams
• Manage and track ongoing roster management such as addition / deletion of employees on an ongoing basis and share active employee lists and premium consumed statements with clients on a recurring basis
• Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts, in partnership with the sales team
• Identify opportunities for customer references, testimonials and case studies
• You may be required to travel on-demand to a customer site for short visits

What We Are Looking For

(ref : iimjobs.com)