Customer Success Manager

Location: UK

Reporting to: Chief Customer Officer

About Us: We are Credentially, a purpose-driven startup committed to enabling accessible and safe healthcare for all. By 2030, our mission is clear: to credential 1 million healthcare workers annually, equipping them with the essential skills and expertise to deliver top-tier care. In tandem, we aspire to contribute 10 million additional hours of patient care to healthcare systems, enriching access to vital services and elevating overall patient outcomes.

Our Values

• Doing the right thing: Integrity guides our every decision. We hold ourselves accountable to the highest ethical standards, ensuring honesty, transparency, and fairness in all endeavours.
• Striving for excellence: We’re relentless in our pursuit of excellence. By setting ambitious goals and fostering a culture of innovation, we push boundaries to exceed expectations and drive positive change.
• Aligning as a firm: Collaboration is key to our success. We work as one cohesive team, leveraging diverse talents and perspectives to achieve our shared goals with precision and efficiency.
• Measuring impactful outcomes: Results matter. We measure success not just by numbers, but by the tangible impact we make in transforming healthcare systems and improving patient outcomes.
• Embracing teamwork and fun: We believe in the power of camaraderie and enjoyment. Through teamwork, laughter, and a supportive work environment, we inspire creativity and resilience to overcome challenges and achieve greatness.

Position Overview: The role is responsible to secure value revenue commitment from clients, and focus on implementation/onboarding and product adoption with our new and existing customers. You will be responsible for identifying, monitoring and the successful delivery of ROI/value for our customers' investment. You will be working with the sales and the wider business to ensure you are maximising revenue within our existing customers. You'll combine your client-focused mindset with a creative approach to becoming a leader and contributor who collaborates with our Leadership Team and the Sales, Product, and Engineering functions to optimise long-term value creation.

Key Responsibilities:

• Develop an expert level of knowledge of the Credentially product and how customers can use it to achieve their business goals.
• Own a set of customers and be their dedicated Customer Success Manager.
• Onboard customers and fully support customers with the implementation and product adoption of the platform.
• Establish, monitor and successfully deliver key success metrics for each customer.
• Build and maintain relationships with customers, acting as a trusted advisor and mentor.
• Identify and nurture key stakeholders relationships.
• Maintain customer engagement with frequent contact and quarterly business reviews.
• Identify and resolve customer issues, communicate and provide product solutions to pain points.
• Tracking and use metrics to monitor customer satisfaction, churn rate, revenue growth, and other key indicators of customer success.
• Keep clients updated on the progress of new products and features, and facilitate demos and training.
• Finding and communication upsell and expansion opportunities.
• Collecting product feedback directly and indirectly through social media and communicating to the wider business.
• Nurture customer advocacy and proactively collaborate with customers to promote the referral programme.
• Work cross-functionally with the Marketing, Sales, Support and Product teams.

Experience required:

• Fluent written and spoken English.
• Minimum 2+ years of experience in a customer success/account management role, preferably in the technology (SaaS) industry.
• Proven track record of managing the customer journey from implementation, product adoption, retention and expanding customer revenue.
• Some travel may be required to customers' offices in the UK.
• Tech-savvy: can learn new technologies and explain software features and concepts to customers simply and succinctly.
• Commercial savvy: an understanding of the SaaS sales and renewal process.
• Highly analytical: experience finding actionable insights that can improve product usage and engagement rates.
• Strong communicator: clear and concise written and verbal communication and presentation skills.
• Excellent time management and organisation skills.
• Hybrid role but expected to attend London based offices at least twice a month.
• An understanding of HR technology in healthcare is desirable.