Customer Relationship Manager

3 weeks ago

London, Greater London, United Kingdom Log my Care Full time
About Us

Log my Care is a rapidly expanding Care Software start-up in the UK, having significantly increased its customer base since its inception.
Our goal is to modernize the social care sector, which includes care homes and home care agencies, enabling countless caregivers to enhance the quality of care provided to the most vulnerable individuals in the UK. The industry remains predominantly reliant on analogue and paper-based methods, missing out on the numerous advantages that technology can offer. We are dedicated to transforming this landscape with our innovative mobile application and web-based solutions that simplify care delivery for dedicated caregivers.

The Role

We are seeking a dedicated and customer-focused Client Success Specialist to join our dynamic team. Reporting to our Head of Customer Success, you will be instrumental in helping our clients achieve their objectives by delivering outstanding support, fostering strong relationships, and enhancing customer satisfaction and loyalty.

Your Responsibilities:

  • Become an expert in Log my Care, encompassing all operational facets of the product, the care sector, our clientele, and our core values.
  • Empathize with customers to grasp the challenges they may encounter while using Log my Care. Patience and understanding are essential for this role.
  • Establish and nurture relationships with our clients, guiding them through the entire journey from onboarding to upselling, ensuring they utilize the Log my Care product effectively.
  • Keep clients informed about new product updates and facilitate adoption through training sessions and regular check-ins.
  • Engage in any additional tasks necessary to fulfill your role as directed by your manager.
  • Possess experience with HubSpot.
  • Familiarity with Mixpanel, Planhat, Gainsight, and Churnzero is advantageous.
Salary Range

£30K - £35K plus commission.

Key Responsibilities
  • Oversee the entire SMB customer portfolio, acting as their primary contact.
  • Ensure the automated onboarding process is efficient and effective.
  • Track onboarding progress and resolve any issues to guarantee a seamless customer experience.
  • Drive renewal processes to uphold customer retention rates.
  • Identify opportunities for upselling additional products to current clients.
  • Collaborate closely with the GTM team to support and achieve growth objectives.
  • Provide valuable customer insights and feedback to inform product development and marketing strategies.
  • Gather and relay customer feedback, challenges, and feature requests to the Product team.
  • Participate in product planning meetings to ensure customer needs and experiences are integrated into new developments.
Your Experience

We would love to hear from you if you possess:

  • 3+ years of experience in SaaS.
  • A passion for technology.
  • A proactive attitude and a sense of humor.
  • Exceptional written and verbal communication skills.
  • A customer-centric mindset.
  • Strong problem-solving capabilities.
  • A collaborative team spirit.
  • A growth-oriented approach and eagerness to learn.
  • Excellent organizational skills.
The Interview Process
  1. Submit your application.
  2. Initial exploratory call with the People Manager.
  3. Interview with the Senior Customer Success Executive.
  4. In-person interview and task with the Head of Customer Success.
  5. Final interview with the Co-founder & CEO to discuss your potential contributions and alignment with our values.
Our Benefits

We offer exceptional benefits and are committed to investing in our team's happiness, well-being, and growth:

  • Join a close-knit team making a significant impact on digital health technology, currently comprising 40 members.
  • Hybrid working model, combining office and remote work.
  • Base holiday entitlement of 25 days plus bank holidays, with an additional day for each work anniversary.
  • Holiday Purchase Scheme allowing the purchase of up to 5 extra holiday days annually.
  • Remote working flexibility for up to 4 weeks per year.
  • Learning and Development budget of £500 for personal growth initiatives.
  • Private health insurance from day one.
  • Income protection insurance.
  • Access to next-day mental health services.
  • Enhanced parental leave policies.
  • Flexible working arrangements to accommodate personal commitments.
  • Company cycle-to-work scheme with discounts.
  • Regular team-building activities and social events.
Diversity & Inclusion Statement

Log My Care is dedicated to fostering an inclusive and diverse workplace. The exceptional work produced by our team is a result of the diverse backgrounds, experiences, and skills we bring together. We treat every employee with equality and fairness, regardless of age, disability, gender, marital status, race, religion, or sexual orientation. It is crucial that all team members feel confident, comfortable, and empowered.

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