Customer Success / Key Account Manager - Mumbai/Bangalore

About the Role

The Regional Lead – Customer Success will lead customer engagement, retention, and expansion strategies for Mid-Market wellness clients across the assigned region. This role demands a seasoned professional with 4+ years’ experience in B2B relationship management—particularly in wellness, employee engagement, or HR-tech solutions.

Key Responsibilities

Leadership & Strategy

• Lead and mentor the regional Customer Success team to deliver high-impact wellness solutions and exceed retention, satisfaction, and engagement goals.
• Translate corporate customer success strategy into region-specific execution plans.

Mid-Market Wellness Account Management

• Oversee the successful onboarding, program rollout, and adoption of wellness services across multi-location enterprises.
• Drive account growth through program renewals, upselling premium wellness modules, and introducing new initiatives.

Program Impact & Reporting

• Provide data-driven insights on participation, engagement, and impact to HR leaders.

• Collaborate with product and program teams to refine offerings based

  on feedback and industry trends.

Operational Excellence

• Implement best practices for customer engagement in the wellness domain.
• Ensure consistent program delivery quality across all client sites.
• Coordinate with cross-functional teams to address client needs promptly.

Customer Advocacy & Industry Leadership

• Champion success stories, case studies, and thought leadership content in the wellness sector.
• Represent the company at HR, wellness, and B2B networking events to strengthen brand positioning.

Qualifications

• Post Graduate Degree
• Minimum of 12+ years of experience.

Work Environment

• Onsite/Hybrid/Remote as applicable
• Travel as needed for client meetings or industry events