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- Tasks: Drive customer success through onboarding, account management, and relationship building.
- Company: Join a fast-growing clinical AI startup transforming mental health in London.
- Benefits: Enjoy flexible working, competitive salary, 25 days PTO, and equity share options.
- Why this job: Be part of a passionate team making a real impact in healthcare technology.
- Qualifications: 2+ years in customer success or project management; strong communication and problem-solving skills required.
- Other info: Experience in healthtech or CRM tools is a plus; project management certification is a bonus.
The predicted salary is between 28800 - 48000 £ per year.
About Us: We are a fast-growing clinical AI startup based in London, dedicated to transforming mental health for clinicians and patients. Our products empower healthcare providers and organizations to deliver better care with greater efficiency, whilst working towards quicker and more reliable recovery for patients.
Role Overview: As a Customer Success Manager, you will be responsible for driving the success and growth of a portfolio of customers throughout their journey with us. This includes owning the full lifecycle of the customer relationship, from onboarding and implementation to ongoing account management, renewals, and expansion. You will be directly responsible for ensuring high levels of customer satisfaction and for identifying and securing opportunities for upselling and cross-selling.
This is a key role requiring excellent project management skills, a deep understanding of customer needs, and a strong commercial mindset to maximize customer value and drive revenue growth. You will work closely with customers, internal teams (Sales, Product, Research, etc.), and leadership to ensure that customer success is aligned with company goals.
Key Responsibilities:
- Onboarding & Implementation: Lead new customer onboarding and implementation projects, ensuring a smooth transition and successful platform adoption.
- Customer Engagement & Relationship Management: Serve as the primary point of contact for your portfolio of customers, building strong, long-term relationships, and understanding their business goals and challenges.
- Account Management & Growth: Manage the ongoing success of your customers by driving continuous engagement, ensuring product adoption, and identifying opportunities for upselling and cross-selling additional services or features.
- Ownership of Renewals & Expansion: Own the renewal process for your portfolio of customers, working proactively to ensure renewals are secured. Identify opportunities for upsell and cross-sell, presenting the value of additional features or services to drive revenue growth.
- Customer Advocacy: Gather customer feedback and work with the product team to advocate for new features or improvements that will drive long-term success and value.
- Collaboration: Work closely with the Sales, Product, and other teams to address customer needs and ensure a seamless customer experience.
Requirements:
- Experience: At least 2+ years of experience in customer success, account management, or project management within the tech or healthtech industry.
- Ownership of Renewals & Upsells: Proven experience managing renewals, upsells, and cross-sells in a customer-facing role, with a track record of driving revenue growth through existing customer relationships.
- Project Management Skills: Strong ability to manage multiple accounts and projects, ensuring timely and successful delivery of services and customer milestones.
- Relationship Management: Exceptional interpersonal and communication skills with a demonstrated ability to build and maintain trusted relationships with senior stakeholders.
- Commercial Awareness: Solid understanding of business goals and the ability to identify and create opportunities for additional revenue within your book of customers.
- Healthtech Knowledge: Familiarity with the healthcare industry, digital health solutions, or SaaS platforms is a plus.
- Problem-Solving: Excellent problem-solving skills with a proactive, solution-oriented approach to customer challenges.
- Communication Skills: Strong verbal and written communication skills, with the ability to present complex information clearly to a variety of audiences.
- Team Player: Ability to work collaboratively across teams (Sales, Product, Engineering, etc.) to ensure customer success and deliver on customer expectations.
- Adaptability: Comfortable working in a fast-paced, dynamic startup environment where flexibility and innovation are key.
Preferred Qualifications:
- A background in healthcare or experience working in a healthcare technology company.
- Project Management certification (e.g., PMP, Agile) is a bonus.
- Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
Benefits:
- Work at the forefront of AI healthcare technology, helping to drive impactful change.
- Join a passionate and diverse team in a fast-paced, collaborative environment.
- Opportunities for growth and career development within a rapidly scaling startup.
- Competitive salary and benefits package, with flexible working arrangements.
- An amazing office in central London (flexibility regarding working from office and wfh) with a variety of socials, gym classes and guest speaker events.
- 25 days PTO + 4 Life Days.
- Enhanced parental leave packages.
- Equity share options.
- Support with purchasing work-related books and materials.
If you’re a proactive, customer-focused individual with a passion for healthtech and experience owning renewals and driving account growth, we’d love to hear from you!
Customer Success Manager (CSM) employer: Limbic
Contact Detail:
Limbic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (CSM)
✨Tip Number 1
Familiarise yourself with the healthtech industry and our specific products. Understanding how our AI solutions transform mental health care will help you engage effectively with potential customers and demonstrate your passion for the role.
✨Tip Number 2
Network with professionals in the customer success and healthtech fields. Attend relevant events or webinars to connect with others in the industry, which can provide insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with renewals and upselling in detail. Be ready to share specific examples of how you've successfully managed customer relationships and driven revenue growth in previous roles.
✨Tip Number 4
Showcase your project management skills by discussing any relevant tools or methodologies you've used. Highlighting your ability to manage multiple accounts and projects will demonstrate your readiness for this dynamic role.
We think you need these skills to ace Customer Success Manager (CSM)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, account management, or project management, particularly within the tech or healthtech industry. Use specific examples that demonstrate your ability to drive revenue growth and manage customer relationships.
Craft a Compelling Cover Letter: In your cover letter, express your passion for healthtech and how your skills align with the role of Customer Success Manager. Mention your experience with renewals and upsells, and provide examples of how you've successfully managed customer accounts in the past.
Showcase Project Management Skills: Highlight any project management experience you have, especially if you hold certifications like PMP or Agile. Discuss how you've managed multiple accounts or projects simultaneously and ensured successful delivery of services.
Demonstrate Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to convey complex information clearly. Use concise language and structure your application well to showcase your written communication skills.
How to prepare for a job interview at Limbic
✨Showcase Your Customer Success Experience
Be prepared to discuss your previous roles in customer success, account management, or project management. Highlight specific examples where you successfully managed renewals, upsells, or cross-sells, as this will demonstrate your ability to drive revenue growth.
✨Understand the Healthtech Landscape
Familiarise yourself with the healthcare industry and digital health solutions. Being knowledgeable about current trends and challenges in healthtech will help you connect with the interviewers and show your genuine interest in the field.
✨Demonstrate Strong Project Management Skills
Prepare to discuss how you manage multiple accounts and projects simultaneously. Use examples to illustrate your organisational skills and ability to deliver on customer milestones, which are crucial for the role of a Customer Success Manager.
✨Emphasise Communication and Relationship Building
Since the role involves building strong relationships with customers, be ready to share how you've effectively communicated with stakeholders in the past. Highlight your interpersonal skills and any strategies you've used to maintain trust and rapport with clients.
