Customer Success Associate

Tabeo; London; Remote; GBP 30,000 - 50,000; Full time

Job summary

An innovative firm is seeking a highly motivated Customer Success Associate to enhance client experiences on its platform. This role involves managing merchant compliance, providing exceptional support, and driving customer retention in a fast-paced environment. The company emphasizes a remote-first approach, offering flexibility and the opportunity to work with a dynamic team. With a strong focus on customer satisfaction, you will play a vital role in shaping the future of healthcare payments and marketing services. Join a rapidly growing organization that values your contributions and offers competitive benefits, including share options and generous holiday allowances.

Benefits

Competitive salary

Employee share options

£2,000 annual CPD package

Full kit for home office

Health insurance and life assurance

Company trips

24 days holiday annually

Day off on your birthday

Extended parental leave

Contributing pension scheme

Qualifications

• 2+ years experience in customer success or sales at a SaaS company.
• Excellent communication and writing skills, fluent in English.

Responsibilities

• Manage merchant compliance and risk by reviewing applications.
• Provide excellent support to merchants using various communication tools.
• Drive merchant retention and productivity through engagement.

Skills

Customer Success Management

Communication Skills

Time Management

Problem Solving

Empathy

Education

Bachelor's degree in Business Administration

Tools

Email

Chatbot

FAQ

VidYard

Job description

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Tabeo is building the ‘Shopify' for private healthcare. Our platform simplifies payment and marketing services for local clinical providers including dentists, audiologists and opticians. Customers benefit from a quicker, easier access to relevant payment options in one unified checkout flow. In addition, they receive access to i) custom landing pages, ii) email & text campaign builders and iii) dashboard to manage leads.

Today, over 8,000 dentists across the UK use Tabeo. 200 more join our platform every month. Tabeo is the dominant market leader for patient finance and seeks to be the same for cards and capitation plans. Sector specific features and super competitive pricing will help us upsell the service. In parallel, we want to capture more market share in new verticals (hearing and vision care). 99% of payments rely on cards so you build/own the data highway to simplify marketing flows for our Customers.

The business is profitable and we plan to grow revenues by over 100% per year in the next 5 years.

We believe in a remote first approach to work and equip teams with all perks and tools so they can thrive. However, we all come together 2x per year for Team Weeks. We previously met in Dubai, Lisbon and London. Next, it is Budapest and Reykjavik.

About the role:

We are looking for a highly motivated and customer-centric Customer Success Associate to join our growing team. In this role, you will be responsible for ensuring our customers have a seamless and positive experience with Tabeo's platform. You will work closely with clients to understand their needs, provide support, and offer tailored solutions that drive customer satisfaction and retention.

Responsibilities:

Manage Merchant Compliance and Risk

• Review and verify new merchant applications to operate on the platform
• Perform compliance checks for merchants
• Evaluate applications for merchants to operate under Tabeo's FCA licence

Provide Excellent Support to Merchants

• Use email, chatbot, FAQ and VidYard to enable better self-service
• Answer ad-hoc merchant queries in a timely and professional manner
• Develop a sound understanding of private specialist healthcare markets

Drive Merchant Retention and Productivity

• Use our merchant app and email to share best practices or recent trends
• Gather feedback and help Product to design new features
• Track activity and engage merchants who are no longer active

Requirements

Relevant work experience

• 2+ years experience in customer success/sales at SaaS company
• Demonstrable track record in driving retention and positive churn

Degrees, Courses & Certification

• Bachelor's degree, preferably in business administration obtained from an accredited and certified institute

Skills and Specifications

• Excellent communication and writing skills
• Fluent in English
• Organised, meticulous and great time management
• Able to empathise with merchants but also have difficult conversations
• Ability to deliver on tight deadlines
• Able to think of solutions on the spot
• Must have a genuine concern for customer and merchant outcomes

Flexibility is a must. We work in a fast-paced environment and we are growing very quickly. This means that you may be given additional responsibilities to help out other teams throughout the business.

Benefits

• Competitive salary
• Employee share options
• £2,000 per annual CPD package to be used at your discretion
• Full kit for home office
• Health insurance and life assurance (including dental and optical) for UK staff
• Company trips
• 24 days holiday annually, plus a day off on your birthday
• Extended parental leave
• Contributing pension scheme for UK staff

We are considering applicants for our London office or fully remote from anywhere GMT +/- 3.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• IT Services and IT Consulting