Customer Experience Manager

About the role

Deep Connection is a health-tech company building integrated, continuous wellbeing for children and families. The Customer Experience Manager (CXM) will own end-to-end experience for our CWP customers (parents & caregivers, and partnered clinicians), driving activation, engagement, outcomes, and retention across the program lifecycle.

Key responsibilities1) Onboarding & Activation

• Design and run structured onboarding for new CWP customers (welcome call, goals intake, tech setup, first-30-days plan).
• Translate assessments into clear success plans and session calendars; set expectations on cadence and outcomes.
• Drive product adoption across our stack (FitQuest app, ReachOut, EHR/parent portal).

2) Proactive Success & Support

• Manage a portfolio of CWP accounts; conduct periodic reviews on progress, adherence, and milestone attainment.
• Own support SLAs (TAT, first response, resolution) across WhatsApp, phone, email, and in-app.
• Escalate clinical or risk cases to Therapy Lead; coordinate hand-offs without friction.

3) CX Design & Voice of Customer

• Map journeys and remove friction across touchpoints; standardize playbooks and macros.
• Run NPS/CSAT/CES programs; synthesize themes into monthly “Top CX Fixes” for Product & Ops.
• Champion accessibility and parent-friendly communication (English/Hindi; regional where needed).

4) Data, Reporting & Outcomes

• Track and report cohort health (activation rate, adherence %, goal attainment, missed-session rate, churn risk).
• Build dashboards with Ops/Data for proactive nudges (e.g., low engagement flags).
• Quantify impact on the North Star metric: Time to Therapeutic Intervention (TTTI) and milestone acceleration.

5) Retention, Expansion & Community

• Deliver renewal conversations with clear value reviews and next-phase roadmaps.
• Identify cross-sell/upsell into FitQuest tiers, add-on therapies, workshops, and events.
• Nurture parent communities (webinars, support circles) to improve stickiness and referrals.

6) Compliance & Risk

• Ensure privacy, consent, and documentation meet internal policy and applicable regulations.
• Maintain accurate records in CRM, EHR, and ticketing; audit periodically.

Success metrics (KPIs)

• Activation rate (Day-30): ≥ 85%
• CSAT: ≥ 4.6/5; NPS: ≥ +50
• Response SLA: ≤ 15 mins (WhatsApp/chat), ≤ 4 hrs (email) during business hours
• First Contact Resolution: ≥ 60%
• Adherence to care plan: ≥ 75% sessions completed
• Renewal rate: ≥ 85%; Net revenue retention: ≥ 110%
• Escalations: < 2% of monthly tickets

Job Types: Full-time, Permanent

Pay: ₹8,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off

Ability to commute/relocate:

• Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person