Must-Have
– 2–5 years in Customer Success, Account Management, or inside sales at a B2B SaaS company
– Track record of owning renewals and/or upsell motions – with numbers to show for it (NRR, renewal rate,
expansion ARR)
– Experience managing US-based customers in a direct, voice/video-first engagement model
– Excellent spoken and written English – able to independently run business conversations with US clinic
owners and executives
– Comfortable working a fixed 3:00 PM – 12:00 AM IST shift (aligns with US EST 9:30 AM – 6:30 PM)
– Data-driven working style: you pull your own reports, spot trends, and act before being asked
Strong Preference
– Experience with healthcare SaaS, EMR/EHR, practice management, or revenue cycle management (RCM)
software
– Familiarity with CS platforms such as Gainsight, ChurnZero, Totango, or Planhat
– CRM hygiene discipline – Salesforce or HubSpot experience
– Prior experience in a startup or high-growth environment where playbooks were built, not inherited
Nice to Have
– Understanding of US physical therapy billing codes (CPT), insurance workflows, or CMS compliance
requirements
– Experience working with multi-location healthcare groups or franchise-style clinic networks
– Background in clinical operations, healthcare administration, or health-tech solutions consulting
