Customer Success Manager (UK)

About the Role

ShiftCare is seeking a dedicated and enthusiastic Customer Success Manager based in the UK to join our expanding team full-time. In this pivotal role, you will be responsible for optimizing client workflows, analyzing customer support trends, and driving ongoing enhancements in the user experience across our platform. As part of a collaborative environment involving sales, product, and engineering teams, your focus will be on ensuring our customers maximize product value and satisfaction.

Key Responsibilities

• Master the ShiftCare platform to confidently guide and assist users with their queries.
• Efficiently document client activities, notes, and follow-up actions within HubSpot and ChurnZero.
• Manage a portfolio of clients, conducting regular check-ins aligned with established KPIs.
• Create educational materials such as webinars, videos, training documents, email templates, and articles to simplify complex concepts for users.
• Continuously analyze customer product usage data to evaluate account health and identify risks or opportunities.
• Translate client data insights into actionable strategies for improved engagement.
• Coordinate internal resources to promote adoption of new and existing features.
• Inform clients about product updates, new features, and releases.
• Communicate customer feedback effectively to the product development team for continuous improvement.
• Collaborate cross-functionally with Support, Sales, Product, and Marketing teams to ensure client success.
• Judiciously escalate issues, distinguishing user error, training gaps, product bugs, and feature requests.
• Use client interactions and data analytics to identify potential areas for growth and account expansion.
• Partner with Operations to facilitate growth initiatives for clients interested in expanding their use of the product.
• Introduce and educate clients on underutilized or newly launched features.
• Work alongside the Head of Customer Success to develop and prioritize strategic projects that enhance KPIs, team efficiency, and customer satisfaction.
• Act as a champion for the software, ensuring clients fully leverage the product capabilities.

Candidate Requirements

• 3 to 5 years of relevant experience in Customer Success or Account Management roles.
• A minimum of 3 years’ experience specifically in Customer Success within a SaaS environment.
• Proficient in analyzing customer data to prioritize engagement with high-risk, high-value, or growth-potential accounts.
• Experienced in conducting Executive Business Reviews (EBRs) and comprehensive account evaluations.
• Demonstrates empathy towards customer needs and serves as a trusted advisor.
• Highly motivated, quick to learn, and proactive in execution.
• Excellent verbal and written communication skills, with the ability to clearly convey complex information.
• Committed to long-term growth, aiming to stay with a growing startup for 2 to 4 years.
• Detail-oriented with a strong discipline in maintaining accurate CRM records.
• Must have a reliable high-speed internet connection (minimum 10 Mbps) and be able to provide proof via a speed test screenshot.

Preferred Qualifications

• 1 to 3 years of experience working in a startup environment.
• Familiarity with CS platforms such as HubSpot, Intercom, and ChurnZero for process development.

Benefits and Work Environment

• Accelerated Career Growth: Opportunities for rapid advancement within a thriving, growth-focused company.
• Job Stability: Work with a secure and forward-thinking organization emphasizing sustainable team development.
• Professional Development: Access to training programs, workshops, online courses, and coaching for ongoing skill enhancement.
• Remote Working: Enjoy a flexible work-life balance supported by necessary tools and technology for effective performance in a remote-first company.

ShiftCare fosters an environment where employees thrive professionally and personally. If you are a passionate Customer Success Manager excited about health technology and looking for a career-defining opportunity, we encourage you to apply.