Customer Success Manager - SMB

<h4><strong>About Plum</strong></h4><p>Plum is an employee insurance and health benefits platform for modern organizations. Our mission is to positively impact the health and financial wellbeing of every human.</p><p></p><p>Employee health insurance has been the primary driver of health insurance penetration across developed countries. India is riding on the same wave - covering 250mn people today, and projected to reach over 500mn in the next decade.</p><p></p><p>But insurance in India still remains a hairy problem. No trust. Inhuman behaviour. Low awareness. Too much paperwork. Communication gaps. Overcomplicated systems. Too much fine print. Warped policies. Loopholes. Fear.</p><p></p><p>With Plum, we are building the most trusted insurance &amp; healthcare partner for people and companies - reimagining employee benefits to be accessible, inclusive and simple.</p><p></p><p>Plum serves thousands of the world's fastest growing organizations including Zomato, Cred, Groww, Twilio, Rippling, Atlassian and Notion. We are backed by Tiger Global and Peak XV Partners.</p><p></p><h4><strong>Why Join Us?</strong></h4><p>You get to be part of a team which is seeing disproportionate growth. 3 years ago this team generated 4 Cr of Revenue. This year we will generate 45 Cr. In 5 years, we want to build this to 450 Cr.</p><p></p><p>If you are excited to work in a mission driven team where crazy business growth means opportunities for each individual to grow significantly. You will also get the learning that comes with solving complex problems in a space where innovation is not easy.</p><p></p><h4><strong>About the Role</strong></h4><p>You will be part of the Account Management team — the operational backbone of Plum — owning the end-to-end experience of a diverse portfolio of clients. From fast-growing startups to large Global Capability Centres and niche enterprises, you will serve as their trusted insurance and health partner.</p><p></p><p><span>This is a dynamic, high-ownership role in a team that is scaling fast. You will go beyond reactive servicing — proactively building relationships, solving complex problems, and growing your book through cross-sell and referrals. We want people who want to run a mini business of their own.</span></p><p></p><h4><strong>Roles and Responsibilities:</strong></h4><ul><li><p><span>Own a portfolio of diverse accounts end-to-end — from onboarding and relationship building to escalation management, retention, and revenue growth.</span></p></li><li><p><span>Become a product expert across our entire platform. Your effectiveness is directly tied to how well you understand Plum's offerings and how to position them for each client's unique needs.</span></p></li><li><p><span>Make internal processes more efficient. You will collaborate across teams to reduce friction and deliver a seamless client experience.</span></p></li><li><p><span>Build your book proactively. Once you've established credibility, drive cross-sell opportunities and generate referrals from satisfied clients.</span></p></li><li><p><span>Maintain rigorous adherence to SLAs and processes — because trust is built on consistency.</span></p></li></ul><h4><strong>Experience and Qualifications:</strong></h4><ul><li><p><span>You are an ace communicator — whether it's navigating a sensitive client escalation, writing a clear process document, or presenting a renewal plan. We see clear, precise communication as a competitive advantage.</span></p></li><li><p><span>You are a true self-starter. Plum values speed and we are looking for individuals who thrive without hand-holding or perfect information.</span></p></li><li><p><span>You are outcome-driven and take extreme ownership. You measure yourself by the results your accounts achieve, not just the effort you put in.</span></p></li><li><p><span>You have high customer empathy. You genuinely care about your clients' outcomes and go the extra mile to unblock them quickly.</span></p></li><li><p><span>You are a strong problem-solver who can work across cross-functional teams to resolve complex issues.</span></p></li><li><p><span>You have a growth mindset and are deeply coachable. We move fast and we will trust you to keep pace, handle new challenges, and raise your own bar every quarter.</span></p></li><li><p><span>Plum believes in playing fast &amp; long, and everyone in our team is highly entrepreneurial and high on energy. If that appeals to you — you will fit right in.</span></p><p></p></li></ul>