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- Tasks: Manage customer relationships and support NHS Trusts in using the Akrivia Health Platform.
- Company: Akrivia Health, a spin-out from the University of Oxford, enhances mental health services through data analytics.
- Benefits: Enjoy a competitive salary, pension scheme, 25 days leave, health insurance, and personal training budget.
- Why this job: Make a real impact on mental health while working in a supportive, innovative environment.
- Qualifications: Experience in customer success or account management, strong communication skills, and familiarity with CRM tools.
- Other info: Part-time role (3 days a week) with hybrid working options available.
The predicted salary is between 36000 - 60000 £ per year.
Role: Customer Success Manager – Maternity cover
Start Date: Mid July
Duration: 12 months – part time (3 days per week = 24 hours per week)
Location: Oxford (hybrid working - remote and office based)
Reporting to: Customer Success & Technical Operations Manager
This role is for a talented individual who has experience of managing customers, engaging with a wide range of stakeholders and is passionate about making a difference in the lives of people with mental illness and dementia. We are looking for someone who is proactive and uses their initiative to find creative solutions and can manage multiple priorities.
The role will be focused on managing the relationships of a portfolio of NHS Trusts who are part of the Akrivia Health Network. This will include supporting sites by being involved in onboarding processes, providing training on the Akrivia Health Platform, and guidance on how to maximise the potential benefits the service can offer.
- Be the primary point of contact for assigned customers and provide ongoing support to ensure their success.
- Identify customer goals and help them maximise value through tailored advice and guidance on platform usage.
- Develop training materials and other resources for customers to ensure they understand how to use the platform effectively and get the most out of its features.
- Monitor customer health and identify at-risk customers, taking proactive steps to address concerns before they become escalated issues.
- Collaborate with cross-functional teams to provide outstanding support ensuring customers continue to see value in the products and services Akrivia provide.
- Contribute to the development of internal processes and customer success strategies.
- Provide regular updates on customer health, challenges, and successes to internal stakeholders.
- Management and co-ordination of our Health Care Organisation User Group.
- Provide regular updates on account health which would include keeping up to date a CRM of contact information for all relevant contacts.
- Supporting Company events and activities as required.
Proven experience in a customer success or account management role, ideally in a SaaS or platform based environment.
Strong relationship building and communication skills.
Familiarity with CRM tools such as Salesforce, HubSpot.
Experience in customer lifecycle management, including onboarding, adoption, and retention strategies.
Passionate about helping customers.
Take pride in building strong relationships.
Akrivia Health Limited has been established as a spin out company from the University of Oxford since 2019 with the primary purpose to help accelerate improvements in medical research, service delivery and health outcomes for patients with mental illnesses and dementia through the provision of advanced data analytics services and clinical trial optimisation support.
Competitive salary package depending on skills and experience.
Pension scheme with the opportunity to receive employer contributions.
25 days annual leave, plus the bank holidays (pro rata).
Health insurance package after probation completion.
Fantastic learning and development opportunities including a personal training budget.
A range of team-building activities and socials.
Hybrid working – 1 day in office minimum.
We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us.
Contact Detail:
Akrivia Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CSM Manager
✨Tip Number 1
Familiarise yourself with the Akrivia Health Platform and its features. Understanding the platform inside out will not only help you in interviews but also demonstrate your genuine interest in the role and how you can add value to the team.
✨Tip Number 2
Network with current or former employees of Akrivia Health, especially those in customer success roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare examples of how you've successfully managed customer relationships in the past. Be ready to discuss specific situations where you identified customer needs and implemented solutions, as this will showcase your proactive approach.
✨Tip Number 4
Stay updated on trends in mental health and dementia care. Showing that you're knowledgeable about the sector will not only impress the hiring team but also highlight your passion for making a difference in this field.
We think you need these skills to ace CSM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success or account management, particularly in a SaaS environment. Emphasise your relationship-building skills and any familiarity with CRM tools like Salesforce or HubSpot.
Craft a Compelling Cover Letter: In your cover letter, express your passion for helping customers and how you can make a difference in the lives of people with mental illness and dementia. Mention specific examples of how you've successfully managed customer relationships and provided tailored support.
Showcase Your Initiative: Demonstrate your proactive nature by providing examples of how you've identified customer goals and helped them maximise value from a product or service. Highlight any creative solutions you've implemented in previous roles.
Prepare for Potential Questions: Think about how you would approach onboarding and training customers on a platform. Be ready to discuss your strategies for monitoring customer health and addressing concerns before they escalate, as these are key aspects of the role.
How to prepare for a job interview at Akrivia Health
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for helping customers, especially in the context of mental health and dementia. Share specific examples from your past experiences where you made a positive impact on customer relationships.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss how you've proactively identified and resolved issues in previous roles. Highlight any creative solutions you've implemented that improved customer satisfaction or engagement.
✨Familiarise Yourself with Relevant Tools
Since familiarity with CRM tools like Salesforce or HubSpot is important, be ready to talk about your experience with these platforms. If you haven't used them, consider researching their features and functionalities to show your willingness to learn.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to manage multiple priorities and stakeholder relationships. Think of scenarios where you successfully onboarded a client or managed a challenging situation, and be ready to share those stories.
