CSM Manager

Job Title: Customer Success Manager 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. We work as one cohesive team, leveraging diverse talents and perspectives to achieve our shared goals with precision and efficiency. 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\’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. 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. 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. Nurture customer advocacy and proactively collaborate with customers to promote the referral programme Work cross-functionally with the Marketing, Sales, Support and Product teams. 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 Excellent time management and organisation skills. Some travel may be required to customers\’ offices in the UK. Hybrid role but expected to attend London based offices at least twice a month