Customer Success Manager - Healthcare & Patient Support

Job Title: Customer Success Manager - Healthcare & Patient Support Location: Hyderabad Experience: 3–5 Years Employment Type: Full-Time ( Onsite) About Multiplier AI Multiplier AI is an AI-first healthcare marketing, analytics, and technology company, recognized as India's #1 rated company for AI in Life Sciences. We partner with leading global healthcare and pharmaceutical organizations including GSK, Abbott, Galderma, Eli Lilly, Merck, Cipla, and Sun Pharma . We combine AI, healthcare data, automation, and human expertise to create measurable impact across healthcare and patient engagement ecosystems. The Opportunity We are looking for a high-performing Customer Success Manager – Healthcare & Patient Support to lead client success and end-to-end patient support operations. This is a high-ownership role combining Customer Success, Healthcare Operations, Team Leadership, Workforce Management, Data Analytics, Automation, and Stakeholder Management . The ideal candidate will be equally comfortable managing a team, reviewing agent calls, presenting to clients, analyzing dashboards, driving CSAT, managing hospital leads, and identifying opportunities to automate and scale operations . Key Responsibilities 1. Customer Success & Strategic Client Management - Own day-to-day client relationships and serve as the primary operational SPOC. - Understand client objectives, operational requirements, budgets, and success metrics. - Lead client reviews, presentations, business discussions, escalations, and action-plan follow-ups. - Build strong relationships with key stakeholders and ensure high levels of client satisfaction and retention . - Conduct structured morning and evening operational sync-ups and ensure timely closure of critical issues. 2. Patient Support & Contact Center Operations - Lead end-to-end patient support operations across Inbound, Outbound, Chat, and Follow-up processes . - Ensure agents deliver high-quality, empathetic, compliant, and patient-centric interactions. - Monitor operational metrics including CSAT, SLA, FCR, AHT, quality, productivity, adherence, conversion, and resolution rates . - Review agent calls/interactions regularly to identify quality, behavioral, communication, and process gaps. - Drive corrective actions and continuous improvement in patient experience. 3. Team Leadership & Productivity - Manage and improve productivity at individual agent and unit/cluster levels . - Set clear performance expectations, targets, and accountability mechanisms. - Conduct regular 1:1 performance review meetings with agents and team members. - Monitor agent behavior, attendance, adherence, performance, and engagement. - Identify underperformance and implement structured coaching, feedback, and performance improvement plans . - Build a high-performance culture focused on quality, productivity, ownership, and customer experience . 4. Workforce Planning, Hiring & Rostering - Assess manpower requirements based on business volumes, client requirements, productivity, and budget . - Partner with HR/TA for team hiring, replacements, onboarding, and workforce expansion . - Prepare and manage shift rosters to ensure optimum coverage across processes and shifts. - Manage agent leaves, shift changes, attendance, capacity planning, and workforce allocation . - Ensure team deployment is aligned with the approved client/business budget . 5. Training, Coaching & Quality Management - Design and conduct weekly and monthly training programs for agents. - Identify skill, knowledge, behavioral, communication, and process gaps through call monitoring and performance data. - Conduct regular coaching and feedback sessions. - Drive continuous improvement in call quality, patient handling, communication, compliance, and CSAT . - Maintain training effectiveness and track improvement through measurable KPIs. 6. Data Analytics, MIS & Dashboards - Own daily, weekly, and monthly operational reporting . - Develop and maintain Excel/MIS reports, dashboards, performance trackers, and management reports . - Analyze operational data to identify trends, bottlenecks, productivity gaps, risks, and growth opportunities . - Present data-driven insights and action plans to clients and leadership. - Ensure 98%+ data and reporting accuracy with 100% timely submission. - Leverage Advanced Excel/Google Sheets and BI tools such as Power BI, Tableau, or Looker Studio . 7. AI, Automation & Process Excellence - Proactively identify repetitive, manual, and inefficient processes suitable for AI and automation . - Partner with Product, Technology, Data, and Automation teams to design and implement scalable solutions. - Drive automation of MIS reporting, dashboards, lead tracking, follow-ups, alerts, workforce processes, data workflows, and operational reporting . - Leverage AI tools to improve agent productivity, response time, data accuracy, quality, and operational efficiency Requirements Required Qualifications & Skills - 3–5 years of experience in Customer Success, Patient Support, Patient Services, Healthcare BPO, Call Center, Healthcare Operations, or similar environments. - Proven experience in team management and contact center operations . - Strong hands-on experience in CSAT, SLA, productivity, quality monitoring, call audits, and performance management . - Experience managing Inbound, Outbound, Chat, and follow-up processes . - Strong client-facing and stakeholder management skills. - Excellent knowledge of MS Excel/Google Sheets, MIS reporting, dashboards, and data analytics