Customer Success Manager / Account Manager (SMB)

About Plum

Plum is a platform focused on employee insurance and health benefits for modern businesses. The company’s purpose is to improve the health and financial wellbeing of people at scale.

Employee health insurance has long been a major force behind higher insurance adoption in developed markets, and India is now on a similar path, with around 250 million people covered today and projections of over 500 million in the next decade. Even so, insurance in India continues to be difficult to navigate because of low trust, poor customer experience, limited awareness, heavy paperwork, communication gaps, complicated systems, unclear fine print, and fear around policy terms.

Plum is working to become a trusted partner for insurance and healthcare by making employee benefits simpler, more inclusive, and easier to access for both individuals and companies.

The company supports thousands of fast-growing organizations such as Zomato, Cred, Groww, Twilio, Rippling, Atlassian, and Notion. It is backed by Tiger Global and Peak XV Partners.

Why Join the Team

This team is growing quickly and has seen major business expansion. Three years ago, it generated revenue of 4 Cr; this year, it is expected to generate 45 Cr; and the long-term goal is to reach 450 Cr in the next five years.

This is a strong opportunity for someone who wants to grow in a mission-led environment where rapid business growth creates room for personal growth as well. You will also get exposure to solving difficult problems in a space where innovation is genuinely challenging.

Role Overview

You will join the Account Management team, which acts as the operational core of Plum. In this role, you will manage the complete journey of a varied client portfolio, including fast-growing startups, Global Capability Centres, and niche enterprises. You will be the main insurance and health benefits partner for these accounts.

This is a fast-moving, high-ownership position. The expectation is not just to respond to issues as they arise, but to build relationships proactively, handle complex situations, and expand business through cross-sell and referrals. The role is suited to someone who wants to run their own mini-business.

Responsibilities

• Manage a portfolio of accounts from onboarding through relationship building, escalation handling, retention, and revenue expansion.
• Develop deep expertise in the full product suite and use that knowledge to match Plum’s offerings to the specific needs of each client.
• Improve internal workflows by working closely with other teams to reduce delays and create a smoother client experience.
• Actively grow the account book by identifying cross-sell opportunities and earning referrals from satisfied customers.
• Follow SLAs and internal processes carefully, since consistency is central to building trust.

Qualifications and Attributes

We are looking for someone who communicates clearly and confidently, whether they are managing a delicate client issue, documenting a process, or presenting a renewal strategy. Strong communication is viewed as a major advantage in this role.

The right candidate should be self-driven and comfortable moving quickly without close supervision or complete information. The company values speed and initiative.

You should be focused on outcomes and take full ownership of results, measuring success by the impact delivered to client accounts rather than by effort alone.

High customer empathy is important, along with the willingness to go further to help clients solve problems quickly.

Strong problem-solving ability is required, especially when coordinating across teams to resolve complex issues.

A growth-oriented mindset and coachability are also essential. The environment is fast-paced, and you should be ready to adapt, take on new challenges, and raise your performance continuously.

The team is energetic, entrepreneurial, and built for people who like moving fast while thinking long term.

Additional Information

Location: Bengaluru, Karnataka, India

Employment type: Full-time, onsite