CRM and Program Manager - Retention/ Upsell

sugar.fit
Bengaluru, Karnataka, India

As a Program Manager (For Operations OR Retention), you will work with business leaders in identifying opportunities of business metric improvement across CX / Supply Chain / Retention / Customer Engagement

Core Objective: Design and execute operational frameworks that minimize patient churn, optimize care adherence, and streamline cross-functional workflows between product, operations, and clinical teams.

Key Responsibilities

  • Retention & Lifecycle Operations: Own the post-acquisition customer journey. Build structured intervention programs to boost compliance, adoption, and renewals/subscriptions.
  • Process Design & Optimization: Map end-to-end customer onboarding, care coordination, and follow-up loops. Eliminate operational bottlenecks to improve service speed and client satisfaction.
  • Cross-Functional Leadership: Partner with Product, Engineering, and Clinical leads to translate patient feedback and retention drop-off points into product features or automated workflows.
  • Metrics & Capacity Planning: Track KPIs including patient retention rate, churn, Net Promoter Score (NPS), and operational SLA adherence. Set up dashboards to forecast staffing and care-team capacity.
  • Compliance & Governance: Ensure all operational procedures strictly adhere to local healthcare regulations, data security standards, and patient privacy norms.

Requirements & Qualifications

  • Experience: 3–6 years of experience in program management, business operations, or growth operations, ideally within a fast-scaling startup (Series A/B) or healthcare/healthtech environment.
  • Education: Bachelor’s degree in Business Administration, Healthcare Management, Industrial Engineering, or a quantitative field.
  • Skills:
  • Advanced data literacy (SQL, Excel/Google Sheets dashboards).
  • Strong execution discipline and project tracking via tools like Jira, Asana, or Notion.
  • Deep empathy for patient care workflows balanced with a rigorous, metrics-driven commercial mindset.

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Questions about this job

How do I apply for the CRM and Program Manager - Retention/ Upsell job at sugar.fit?

Use the apply link on this page: you apply directly with sugar.fit on LinkedIn. Before you do, score your resume against this job description on Fitboard. It shows which skills and keywords the job asks for that your resume doesn't show, so you can fix them first.

What skills does sugar.fit want for this CRM and Program Manager - Retention/ Upsell role?

The job description asks for Advanced data literacy (SQL, Excel/Google Sheets dashboards) and Strong execution discipline and project tracking via tools like Jira, Asana, or Notion. Make sure your resume shows the ones you have, in the words the job uses: applicant tracking systems look for them.

How can I get a job at sugar.fit?

Apply to the sugar.fit roles that match your experience, and tailor your resume to each job description: for this role that means showing Advanced data literacy (SQL, Excel/Google Sheets dashboards), Strong execution discipline and project tracking via tools like Jira, Asana, or Notion. A resume that matches the job's own keywords is more likely to get past screening. Fitboard scores your resume against this exact job for free.

Is this CRM and Program Manager - Retention/ Upsell job remote or onsite?

This is based in Bengaluru, Karnataka.

Is it free to apply? Does Fitboard charge anything?

Applying is free: you apply directly with sugar.fit, and this job page and its apply link cost nothing. Checking your resume against this job is free too, with 3 free scans when you sign in and no credit card needed.

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