Founding Customer Success Manager

📋 Description

• Leading the onboarding journey for new US partners, both remotely and in person, to ensure a seamless and effective implementation of Magic Notes.

• Promoting user adoption by collecting feedback, thoroughly analyzing data, and conducting direct training and feedback sessions with users.

• Building strong partnerships by going the extra mile to provide an exceptional customer experience. Engaging with everyone from frontline staff to senior executives, and addressing product feedback and training needs.

• Showcasing impact by spearheading pilot evaluations, collecting benchmark data, and analyzing the effectiveness of Magic Notes. You’ll deliver clear and concise updates and reports to highlight the significance of our partnerships.

• Identifying and securing growth prospects by proactively seeking opportunities for account expansion, crafting proposals, and collaborating with leadership to secure long-term contracts, expansions, and renewals.

• Acting as the customer's voice by maintaining a keen focus on customer experience, identifying key insights to inform our product development and overall go-to-market strategy.

• Contributing to the customer success strategy by assisting in the development and refinement of customer success processes and playbooks tailored for the US market.

⛳️ Requirements

• Exceptional relationship-building abilities: A natural talent for establishing rapport and trust with individuals at every level, fostering strong connections.

• Outstanding communication skills: Excellent written and verbal abilities, capable of clearly articulating complex ideas and delivering engaging presentations.

• Proactive mindset: A sharp awareness of customer needs, with a knack for enhancing the customer experience by addressing potential issues before they arise and discovering innovative ways to impress.

• Meticulous attention to detail: Recognizing the importance of precision, you approach your work diligently and are eager to engage deeply to deliver an exceptional customer experience.

• Adaptive and growth-oriented mindset: You excel in dynamic settings, are comfortable with uncertainty, and possess a strong desire to learn and quickly adapt.

• Genuine passion for making an impact: You are truly driven by the prospect of creating positive change in the frontline care sector.

🏝️ Benefits

• Generous EMI-qualifying share options.

• Access to therapy, coaching, classes, and content powered by Oliva.

• A dedicated financial well-being coach through Bippit.

• Generous holiday allowance of 25 days plus 3 additional days over the Christmas period, in addition to bank holidays.

• Opportunity to work remotely for up to 6 weeks each year.

• Eligibility for a 6-week sabbatical after 3 years of service.

• Nursery scheme through Gogeta.

• Healthcare coverage through Benenden Health.

• Enhanced parental leave: 18 weeks for Primary Caregivers and 4 weeks for Secondary Caregivers.

• £200 WellBeam budget for activities that promote well-being and professional development.

• Annual membership to Shoreditch Exchange gym (London office only).

• Pension scheme with a 3% employer contribution and a 5% employee contribution.

• Free subscription to the Calm meditation app.

• Discounts on bikes and accessories with Cyclescheme, as well as tech products with Techscheme.