Director of Customer Success

1 month ago

London, Greater London, United Kingdom Healthera Full time
About the Role

We are seeking a seasoned Director to lead our Customer Success team at Healthera. As a key member of our leadership team, you will be responsible for driving customer adoption, building strong relationships, and developing mission-critical workflows and initiatives to ensure our clients achieve maximum value from our platform.

Key Responsibilities:

  1. Develop and maintain robust relationships with our top key clients, fostering trust and loyalty, while growing client advocacy across our customer base to enhance satisfaction and retention.
  2. Build entirely new customer experience journeys for both B2B and B2C from scratch, including implementing customer support systems, dashboards, SLAs, etc, to build a world-class experience for medicine and healthcare.
  3. Drive the go-to-market strategy of our new initiatives, which includes exciting offerings such as Private Clinic, Same Day Delivery, and Health Marketplace.
  4. Build and scale our customer success playbook to drive quantifiable and predictable growth across thousands of customers.
  5. Project manage internal and external initiatives to drive growth within our large customer base.
  6. Design, build and monitor key metrics (OKR) to assess the health of client relationships and the effectiveness of customer success initiatives.
  7. Lead, mentor and develop a team of customer success specialists, fostering a culture of excellence and accountability.
  8. Set clear performance goals, provide ongoing feedback, and implement coaching strategies to drive team success.
  9. Collaborate with the product team to effectively communicate client feedback and influence the product roadmap.
  10. Work closely with sales, marketing, product, and support teams to ensure a seamless and cohesive customer journey.
  11. Collaborate with the marketing team to create compelling customer success stories and case studies, showcasing client achievements and our solution's impact.

About You

  • 6+ years of CS leadership experience within high-growth SaaS or marketplace organisation(s).
  • You are customer-obsessed with a passion for understanding, driving, and improving customer adoption of Healthera.
  • Dedicated people leader who is passionate about developing early- to mid-career team members.
  • A leader with a bias towards action and ability to build and make the business case for CS investments.
  • Proficiency in CRM, ideally Hubspot or a similar platform.
  • Experience implementing new CS systems and processes.
  • Proficiency in Google Suite/Microsoft (particularly advanced Google Sheets, Excel).
  • Able to derive insights and build initiatives from large data sets.

We Offer

  • Competitive salary (based on experience).
  • Company share options to directly benefit from our fast growth (100% YoY).
  • An excellent opportunity to contribute to and be a part of building and delivering a scaling business strategy in a unique space.
  • Private health insurance and thousands of pounds worth of health & wellbeing-related perks.
  • Performance-based bonus scheme.
  • Growth opportunities within the role.
  • Experienced team, fun working environment.
  • Bespoke training based on personal goals and ambitions.

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