Customer Success Manager

Company Description Mitra by Healthysure is India’s premier claim-focused insurance platform, designed to make complex policies simple and stress-free. The company provides personalized advice across health, life, home, and cyber insurance, helping individuals and families choose the right protection. Mitra assigns a dedicated claim expert who manages paperwork and support from day one through final settlement. The platform emphasizes trust, transparency, and peace of mind, ensuring customers feel guided and supported throughout their insurance journey. As a growing, mission-driven organization, Mitra offers opportunities to contribute to a more user-friendly insurance experience.
Role Description The Customer Success Manager will work on-site in Mumbai in a full-time capacity, serving as a primary point of contact for customers using Mitra’s insurance and claims services. This role involves guiding customers through the onboarding process, understanding their needs, and ensuring they receive timely support and clear communication throughout their policy and claim lifecycle. The Customer Success Manager will monitor customer health metrics, proactively address issues, and coordinate with internal teams such as operations, product, and sales to resolve queries and improve overall service. Daily responsibilities include managing customer accounts, conducting follow-up calls and check-ins, gathering feedback, and recommending solutions that enhance satisfaction and retention. The role also includes documenting interactions, sharing insights to improve processes, and contributing to initiatives that elevate the customer experience.
Qualifications
Candidates should possess strong Customer Satisfaction and Customer Retention skills, with a focus on delivering consistent, high-quality experiences.
Candidates should possess solid Analytical Skills to interpret customer data, identify trends, and develop actionable insights.
Candidates should possess excellent Relationship Building and Customer Service skills to establish trust and maintain long-term engagement.
Strong communication and interpersonal skills, with the ability to explain complex insurance concepts in clear, accessible language.
Prior experience in customer success, account management, or client servicing; experience in insurance, fintech, or financial services is an advantage.
Ability to work in a fast-paced, customer-centric environment, managing multiple accounts and priorities effectively.
Proficiency with CRM tools and basic office productivity software.
Bachelor’s degree in business, finance, communications, or a related field, or equivalent practical experience.

Work arrangement
No