Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Become an expert in ShiftCare to effectively guide users and address their inquiries.

• Monitor client activities, notes, and next steps meticulously within HubSpot and ChurnZero.

• Manage a portfolio of clients and perform regular check-ins in accordance with established KPIs.

• Develop content such as webinars, videos, training materials, articles, documents, email templates, and other resources to simplify complex concepts for clients.

• Proactively assess customer product usage and evaluate account health.

• Convert customer data into actionable insights.

• Coordinate resources to enhance feature adoption.

• Inform clients about new features and product updates.

• Effectively relay customer feedback to the ShiftCare Product team.

• Collaborate across departments, including but not limited to Support, Sales, Product, and Marketing.

• Escalate issues as necessary, exercising judgment to distinguish between user error, inadequate training, product bugs, and feature requests.

• Utilize data and insights from client interactions to pinpoint growth and expansion opportunities.

• Collaborate closely with the Operations team to foster growth for clients looking to expand.

• Introduce clients to features that they have not yet utilized or that have been recently released.

• Work in tandem with the head of Customer Success to formulate and prioritize key strategic process improvement projects and initiatives for the Customer Success team, aimed at enhancing core KPIs, team efficiency, and customer satisfaction.

• Advocate for the software and continuously assess usage to ensure that our customers are fully leveraging product features.

⛳️ Requirements

• 3-5 years of relevant experience in a related field, such as Customer Success or Account Management.

• At least 3 years of experience in a Customer Success role within a SaaS company.

• Proven experience working with customer data to identify and follow up with high-priority, at-risk, or growth-needing customers.

• Experience conducting Executive Business Reviews (EBRs) and account assessments.

• Empathy towards customer needs, serving as a reliable advisor.

• A strong desire to learn quickly and execute even faster.

• Excellent verbal and written communication skills, with the ability to explain concepts clearly and succinctly.

• A long-term commitment to working and growing with a successful start-up, aiming to stay with the team for a minimum of 2 to 4 years.

• Detail-oriented, with a necessity for maintaining accurate notes in our CRM.

• Must possess a high-speed and stable primary and backup internet connection (minimum of 10 Mbps). A document showing a screenshot of your speed test results will be required.

• **Nice to Have**

• 1 to 3 years of startup experience.

• Familiarity with building Customer Success processes using platforms such as HubSpot, Intercom, and ChurnZero.

🏝️ Benefits

• **Why Join ShiftCare?**

• Fast-track Growth: Experience rapid career progression in our growth-oriented environment, ensuring your potential is recognized and rewarded.

• Job Security: Enjoy peace of mind with stable ownership and careful management of team growth, laying a solid foundation for your career.

• Professional Development Opportunities: Gain access to a variety of training programs, online courses, workshops, and coaching sessions for ongoing professional and personal development.

• Remote Work: Achieve a work-life balance with remote work options, supported by the necessary technology and tools for effective performance.

At ShiftCare, we prioritize creating a workplace where employees can thrive both professionally and personally. If you are a motivated and experienced Customer Success Manager with a passion for health-tech and seek an opportunity to engage in career-defining work, we encourage you to apply.