Website:
mygrape.org
Job details:
About myGrape
myGrape builds IoT and AI infrastructure for IVF labs, spanning cryo and incubator monitoring, AI embryo grading, and other innovative features. We work with IVF clinics and hospitals across India, with an India-first go-to-market and a Belgian regulatory base.
About the Role
We're hiring a Customer Experience Associate to own the day-to-day experience of every myGrape customer post-onboarding. You'll be the primary point of contact for embryologists, lab staff, and clinic administrators using our devices and software, responsible for making sure they get value from the product, surfacing what's working and what isn't, and driving that feedback into our product roadmap.
What You'll Do
- Own the ongoing relationship with all live customer accounts: check-ins, issue resolution, and general account health
- Systematically collect feedback from customers on product performance, usability, and feature gaps
- Log, categorize, and prioritize feedback so it's usable by the product and engineering teams
- Coordinate directly with the tech team to translate customer feedback into feature requests and bug fixes
- Track feature requests through to shipment, and close the loop with customers once changes go live
- Monitor account-level usage and flag at-risk accounts before they churn
- Maintain accurate, up-to-date customer records and interaction logs in the CRM
- Support onboarding handoffs and ensure new accounts ramp smoothly
- Build and refine playbooks for recurring customer issues to reduce repeat escalations
What We're Looking For
- 1-3 years of experience in customer success, account management, or a customer-facing operations role (healthcare or SaaS background is a plus)
- Strong communication skills, comfortable speaking directly with clinical staff and lab teams
- Detail-oriented, organized, and comfortable managing multiple accounts and open items at once
- Able to translate qualitative customer feedback into clear, actionable input for a technical team
- Working familiarity with CRM tools (HubSpot or similar)
- Empathetic and proactive, someone who follows up before being asked to
- Bonus: exposure to IVF labs, diagnostics, or medical device environments
What You'll Get
Direct ownership of the customer relationship for a fast-growing healthtech product
Close collaboration with founders and the product/engineering team, with real influence on the roadmap
Fast learning curve across customer success, product feedback loops, and account strategy
- Compensation: competitive fixed salary + performance-linked incentives, based on experience
Click on Apply to know more.
