Customer Success Manager (CSM)

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!