Job Title: Customer Success Manager
Location: UK
Reporting to: Chief Customer Officer
About Us:
We are Credentially, a purpose-driven startup committed to enabling accessible and safe healthcare for all. By 2030, our mission is clear: to credential 1 million healthcare workers annually, equipping them with the essential skills and expertise to deliver top-tier care. In tandem, we aspire to contribute 10 million additional hours of patient care to healthcare systems, enriching access to vital services and elevating overall patient outcomes.
Our Values
Our values are at the heart of our company and alignment with our values is the cornerstone of our recruitment process:
* Doing the right thing: Integrity guides our every decision. We hold ourselves accountable to the highest ethical standards, ensuring honesty, transparency, and fairness in all endeavours.
* Striving for excellence: We're relentless in our pursuit of excellence. By setting ambitious goals and fostering a culture of innovation, we push boundaries to exceed expectations and drive positive change.
* Aligning as a firm: Collaboration is key to our success. We work as one cohesive team, leveraging diverse talents and perspectives to achieve our shared goals with precision and efficiency.
* Measuring impactful outcomes: Results matter. We measure success not just by numbers, but by the tangible impact we make in transforming healthcare systems and improving patient outcomes.
* Embracing teamwork and fun: We believe in the power of camaraderie and enjoyment. Through teamwork, laughter, and a supportive work environment, we inspire creativity and resilience to overcome challenges and achieve greatness.
Position Overview:
The role is responsible to secure value revenue commitment from clients, and focus on implementation/onboarding and product adoption with our new and existing customers. You will be responsible for identifying, monitoring and the successful delivery of ROI /value for our customers' investment. You will be working with the sales and the wider business to ensure you are maximising revenue within our existing customers. You'll combine your client-focused mindset with a creative approach to becoming a leader and contributor who collaborates with our Leadership Team and the Sales, Product, and Engineering functions to optimise long-term value creation.
Key Responsibilities:
The initial role will include:
* Develop an expert level of knowledge of the Credentially product and how customers can use it to achieve their business goals.
* Own a set of customers and be their dedicated Customer Success Manager
* Onboard customers and fully support customers with the implementation and product adoption of the platform.
* Establish, monitor and successfully deliver key success metrics for each customer.
* Build and maintain relationships with customers, acting as a trusted advisor and mentor. Identify and nurture key stakeholders relationships
* Maintain customer engagement with frequent contact and quarterly business reviews.
* Identify and resolve customer issues, communicate and provide product solutions to pain points.
* Tracking and use metrics to monitor customer satisfaction, churn rate, revenue growth, and other key indicators of customer success
* Keep clients updated on the progress of new products and features, and facilitate demos and training.
* Finding and communication upsell and expansion opportunities
* Collecting product feedback directly and indirectly through social media and communicating to the wider business
* Nurture customer advocacy and proactively collaborate with customers to promote the referral programme
* Work cross-functionally with the Marketing, Sales, Support and Product teams.
Experience required:
* Fluent written and spoken English.
* Minimum 2+ years of experience in a customer success/ account management role, preferably in the technology (SaaS) industry
* Proven track record of managing the customer journey from implementation, product adoption, retention and expanding customer revenue
* Some travel may be required to customers' offices in the UK
* Tech-savvy: can learn new technologies and explain software features and concepts to customers simply and succinctly
* Commercial savvy: an understanding of the SaaS sales and renewal process
* Highly analytical: experience finding actionable insights that can improve product usage and engagement rates.
* Strong communicator: clear and concise written and verbal communication and presentation skills.
* Excellent time management and organisation skills.
* Some travel may be required to customers' offices in the UK.
* Hybrid role but expected to attend London based offices at least twice a month
* An understanding of HR technology in healthcare is desirable.