Job Description

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:

Dehradun, Uttarakhand: Reliably commute or planning to relocate before starting work (Required)
Work Location: In person