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Customer Success Lead

1 month ago

London, Greater London, United Kingdom Troi Full time £85,000 - £100,000

Customer Success Lead

£85,000 - £100,000 + commission + bonus + share options

Location - HQ is London and customers are mostly between Birmingham & London and you must be flexible to get to customer sites & the odd day in the office.

Troi Search is delighted to be working with a leading MedTech/B2B SaaS client. They've developed an innovative suite of products that address real-world problems in the global healthcare ecosystem.

As the Customer Success Lead (EU), you will be responsible for expanding user adoption within accounts while ensuring existing customers receive an exceptional experience using the SaaS medical/telehealth platform. This role involves implementation, onboarding, and training new customers, as well as enabling existing customers to utilize the platform effectively.

This is a field-based, customer-facing role covering the European region to ensure our case management capability delivers value to end-users (surgeons), patients, and business partners.

Key Responsibilities

  • Drive adoption of the platform within specified accounts to ensure renewals and expansions.
  • Lead technical product and clinical demonstrations to ensure current utilization and adoption of users within specified accounts.
  • Successfully onboard and train new customers in the utilization of their software.
  • Ensure the full utilization of system functionality and efficient workflows, with identification of weaknesses/opportunities for improvement.
  • Support live, clinical utilization of the platform in clinical areas, labs, training sessions, etc.
  • Build engagement and value through the platform across divisions and specialties supporting the growth and retention of customers.
  • Ensure the delivery of an exemplary customer experience at all times.
  • Work across internal teams to feedback the voice of the customer where relevant to improve the service and offering.

Requirements

  • Experience with medical devices or hardware is a must for this role.
  • Experience of working in the Health space, either for a vendor or directly.
  • Excellent communication and presentation skills.
  • Excellent time and project management skills, with the ability to manage multiple accounts simultaneously.
  • You're commercially minded, used to working to and hitting sales targets, renewal bonuses, etc.
  • Collaborative team player with cross-functional relationship building skills.
  • Flexible scheduling may be required to accommodate customer needs.

What You'll Get in Return

  • Salary of £80,000 - £100,000 (DoE) + commission, company bonus of 20% & stock options, holiday, healthcare & pension.