Role Insight:

We’re in search of our Head of Customer Success to help Loop scale our high-touch customer success organization.

You will be responsible for leading a 30 member growing team and setting up the tools, processes, systems and culture that results in a best-in-class Customer Success organization.

What would you be doing:

• Overall customer satisfaction (customer NPS)
• Renewal, premium retention, revenue retention
• Drive new cross-sell, upsell opportunities with Customer Success & Product Teams
• HR benefits administration - Work closely with Head of Operations, Head of Claims and other members of our delivery team to ensure customers get superior experience; escalate issues; help get issues resolved - have a problem solver mindset; work collaboratively with delivery functions as one team
• Serve as a voice of customer and contribute to our product strategy
• Drive process improvements that result in faster response times, faster resolution, and higher NPS
• Create strategy for enterprise customers as they have far greater demands than mid market and SME clients
• Training, coaching, learning & development programs for all CSMs (customer success managers)

What we are looking for:

• Should have completed MBA from top-tier institute, ex-engineer preferable
• 8+ years of overall experience, scaling a Customer Success organization in enterprise software, insure-tech, health-tech or any new age technology organisation
• An experience people leader - has led a team of 20-30 CSMs in the past
• A cross-functional leader that can work with operations, product, sales, and human resources
• Proficient in modern CRM and lifecycle management tools

About Loop

Founded in 2018, we believe that health benefits should be simple, useful, and holistic. We’re on a mission to bring quality and value back together in healthcare.

We use technology to enable affordable insurance and super-accessible healthcare. We’re the only insurance broker that uses technology to help companies care for their employees. We don’t just help pay the claim—members trust Loop to guide them to better doctors, better care, at lower costs.

We're proud to serve 500+ companies and insure 300,000+ employees for their insurance and healthcare needs. We’ve raised more than $40m+ from Elevation Capital, Khosla Ventures, General Catalyst, and other world-class investors who believe in our vision of rebuilding healthcare and insurance from the ground up.

Join us in serving the best health benefits to modern companies in India. Let’s revolutionize modern healthcare together! Loop Health values diversity and is committed to a policy of Equal Employment Opportunity.