Customer Success and Relationship Manager Full Time NEW

You are the first person a Lifer speaks to after the physician says yes. The physician closes. The protocol impresses. You make them stay, comply, and refer. This is not a support role. It is a relationship role — equal parts warmth, precision, and proactive care. You will manage a book of active Lifers across the 150 programme, ensuring every person feels known, followed up, and never left wondering what comes next.

What You’ll Actually Do

Onboarding

• Welcome every new Lifer within 24 hours of their acceptance — call, not message
• Walk them through their Relaxx setup, their first week protocol, and what to expect
• Ensure their clinical record is live on the app before you speak to them

Ongoing Relationship Management

• Own the 48-hour WhatsApp follow-up cadence post every clinic visit
• Conduct 30-day and 90-day check-in calls — personal, clinical in tone, not scripted
• Flag Lifers showing drop-off signals to the physician before they disengage
• Coordinate physical touchpoints (the 90-day card, the Lifer ID, the annual review document) with operations

Concierge & Service

• Be the single point of contact for any Lifer query — from “what time is my appointment” to “I have a question about my results”
• Respond within 2 hours during business hours. Always.
• Manage appointment scheduling, product queries, rescheduling — handle it, don’t redirect it

Retention & Referral

• Track compliance rates per Lifer — who hasn’t done their monthly blood draw, who’s missed a clinic visit
• Proactively re-engage lapsed Lifers with a human outreach, not an automated message
• Identify the natural introduction moment — when a Lifer’s results are strong — and facilitate the introduction without making it feel transactional

Who You Are

• 25–32 years old. Energy, hunger, and the kind of instinctive warmth that can’t be trained.
• Service background is non-negotiable. You’ve worked in luxury hospitality, premium retail, private banking relationship management, airline premium cabins, or a high-end clinic front-of-house. You know what it feels like to anticipate a need before it’s stated.
• Articulate and composed. You speak well — clearly, warmly, without filler. On a call with a Founding Lifer who has a question about their ApoB trajectory, you don’t panic. You listen, you note, you escalate with context.
• Detail-obsessed. You remember that the Lifer in seat 7 takes their tea without sugar. The equivalent here: you remember that this Lifer is tracking their HbA1c closely and you flag it before the physician call.
• WhatsApp-native but knows when to call. You understand that a message handles information; a call handles a relationship.
• Comfortable with health and clinical language. You don’t need to be a clinician. You need to be able to read a results summary and speak intelligently about it. Willingness to learn is required; you will be trained on the 150 protocol.

What You’re NOT

• Not a call centre agent. You will not be given a script.
• Not a medical professional. Clinical decisions are the physician’s.
• Not a salesperson. You will never push a product or upsell under pressure. The relationship is the programme.

Backgrounds That Work Well

• Front office or guest relations, 5-star hotel (Taj, Oberoi, Four Seasons, St. Regis)
• Private banking or wealth management relationship associate
• Premium airline ground or cabin crew (transitioned to ground role)
• High-end clinic or wellness centre coordinator
• Luxury retail client experience (Nykaa Black, Tata Cliq Luxury, etc.)
• Concierge or member services at a premium co-working or residential brand