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) 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.
5) Compliance & Risk

Ensure privacy, consent, and documentation meet internal policy and applicable regulations. Maintain accurate records in CRM, EHR, and ticketing; audit periodically.
Job Types: Full-time, Permanent

Pay: ₹4,000.00 - ₹8,000.00 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