Client Success Manager

Suvera Ltd; London; Remote; GBP 40,000 - 60,000; Full time

Job summary

Suvera Ltd is seeking a Client Success Manager to oversee a portfolio of partner contracts across the UK. The role focuses on ensuring client success through effective onboarding, retention strategies, and ongoing collaboration with various teams. Ideal candidates will be proactive and possess strong communication skills, with a background in client success or similar roles. This role offers flexibility and emphasizes a supportive company culture.

Benefits

Up to 40 days annual leave

Annual Education Budget

Annual Wellbeing Budget

Equipment Budget on joining

Flexible work arrangements within the UK

Qualifications

• Experience in a similar role with depth in the field.
• Understanding of primary care funding and NHS restructuring.
• Interest in partner/client relationships preferred.

Responsibilities

• Onboard new clients, ensuring smooth transitions and client engagement.
• Monitor client usage and satisfaction metrics for improvements.
• Collaborate across teams to enhance client satisfaction.

Skills

Communication skills

Proactive mindset

Ability to work under pressure

Team player

Job description

About the Role:

As Client Success Manager at Suvera you will own a portfolio of our Partner contracts with Primary Care Networks (PCNs) and Integrated Care Systems (ICSs) across the UK.

This role will sit within the Client Success team to ensure partners gain exactly what they need from our virtual care services. Our most important metric for growth is retention of our contracts, and as Client Success Manager, this will be your number one measure of success.

This role is a full-time position and ideal for a previous client success professional who has experience building successful relationships with PCNs and ICSs via their previous roles. You should be able to follow and support in crafting a strategy and playbooks for success, adapted to Suvera. You will need to be hands-on and proactive to ensure that our clients receive an excellent service that leads to stellar feedback.

About Suvera:

Suvera is a digital health start-up on a mission to keep people in good health wherever they are in the world. We partner with general practices in the UK to deliver a virtual clinic that proactively supports the management of patients with long-term conditions. Today, we manage over 150,000 patients and have a robust pipeline to more than 5x that by the end of 2024. We have merely scratched the surface for what we can do for both clinical operations and chronic care pathways.

We have a team of phenomenal advisors, including Professor Bryan Williams who is the chair of Medicine at UCL and the man behind high blood pressure guidelines for the UK. We are a small (c. 50 people) cross-functional team from all backgrounds, and have our our own internal Care Team which employs both clinicians and care advisors.

We are backed by Google for Startups and the preeminent, global healthcare and technology venture capital firm Morningside Ventures, led by Dr. Gerald Chan.We have ambitions to become the largest healthcare provider in the world.

What you'll be doing :

Client onboarding and training

• Onboard new clients, ensuring a smooth and efficient transition once contracts have been signed
• Identify ways to re-engage clients that have disengaged during the onboarding process
• Develop and deliver training materials for clients to maximise their understanding and utilisation of our virtual care solutions
• Collaborate with the partnership team to identify and address any barriers to client adoption or satisfaction
• Continuously refine and improve onboarding and training processes based on client feedback and evolving needs.

Client retention and growth

• Monitor client usage and satisfaction metrics, identifying trends and areas for improvement
• Proactively manage a portfolio of our clients, anticipating and addressing their requirements in a timely manner
• Collate and share client feedback with wider internal teams to ensure client needs are heard and understood
• Develop and implement strategies to increase client retention and promote upselling opportunities
• Help support complaints/incidents and ensure feedback and findings are relayed back to clients.

Client success and collaboration

• Collaborate with the partnerships and marketing teams to identify and target expansion opportunities within existing client accounts
• Actively seek feedback from clients to inform improvements and enhancements to our virtual care solutions
• Foster a culture of collaboration and continuous improvement within the Client Success team
• Work closely with other departments, including Partnerships, Marketing, Product, and Operations, to ensure alignment and coordination of efforts to maximise client satisfaction and growth.

We're looking for someone who has:

Qualifications & Experience

• Experience in a similar role with developed depth in the field, this is a step up or lateral move for you
• Understanding of primary care funding, NHS restructuring and financial contracts and budgets
• Experience of working in a account management or an avid interest in partner/ client relationships is desirable
• Bonus points - some knowledge and experience of working in General Practice is desirable

Personal Attributes

• Excellent communication skills, both written and spoken with the ability to communicate effectively
• A friendly, positive attitude
• A proactive mindset, continually using your initiative to drive work forward
• A confident manner in interacting with partners across various formats
• Ability to work under pressure
• Adaptable, able to juggle changing priorities and differing client needs
• A good team player with sound judgment and decision making skills
• Self motivated and an ability to work towards targets and deadlines
• A continuous growth mindset
• Excited about being involved with transforming the future of healthcare delivery for patients with long-term conditions
• We're remote-first but collaboration and growth is important, you must be able to commit to at least once biweekly in the London office.

About our culture:

For Suvera, company culture is not an afterthought - it is a priority. Our diverse team helps us ensure we consider everyone’s experience of accessing healthcare when building our product.

The wellbeing of our team is key, and our policies reflect it. We have up to 40 days annual leave, and encourage and enable flexibility and autonomy over your work. We are non-hierarchical in our ideas, processes and decision-making — if you have an idea, we want to hear it. Always.

The way we work is remote-first. In practice, this means our whole company is set up around not requiring a meeting to make decisions. We have an asynchronous approach to work which encourages documentation and async comms.

Perks

Team

• A team that is diverse by default, prioritises wellness and inclusion, and is not afraid to tackle meaty challenges together
• Strong clinical leadership and a fantastic support team
• Proactively organised community-building events and meet-ups on and offline

Finance

• Equipment Budget on joining
• Annual Education Budget (e.g. CPD qualified courses, etc.)
• Annual Wellbeing Budget (e.g. health insurance, gym membership, etc.)
• We match your pension contributions (5% employer : 5% employee contribution)
• Access to free external financial advice, mental health support and therapy sessions

Time

• Up to 40 days holiday a year
• Work from wherever you like within the UK
• No internal meetings before 10am (unless urgent)
• No internal meetings on Friday (unless urgent)