Customer Success Manager

Accurx; London; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

An innovative firm is seeking a Customer Success Manager to enhance customer relationships in the healthcare sector. This role involves engaging with a diverse customer base, understanding their unique needs, and ensuring they achieve their goals with Accurx's solutions. As a key player in a growing team, you will have the opportunity to influence product development and drive customer satisfaction. If you are passionate about making a difference in healthcare communication and thrive in a collaborative environment, this position offers a unique chance to contribute to meaningful change while enjoying a supportive work culture.

Benefits

Flexible benefits budget

Enhanced parental leave policy

Free healthy breakfasts, snacks, and lunches

Annual learning & development budget

Prayer, meditation and breastfeeding room

Working abroad policy

31,500 share options

Qualifications

• Strong experience in Customer Success or Account Management is essential.
• Excellent communication skills to translate complex ideas simply.

Responsibilities

• Lead customer engagement and manage contract renewals.
• Create presentations to foster meaningful interactions with customers.

Skills

Customer Success Management

Account Management

Communication

Problem Solving

Relationship Building

Stakeholder Management

Job description

How you'll be contributing to Accurx as a Customer Success Manager

Our customer base is growing as Accurx has become the go-to communication software in healthcare. We have a broad range of customers including GP surgeries, NHS commissioning bodies, hospitals, private healthcare organisations, charities and pharmaceutical companies, each with their own needs and goals.

The key to our future success will be to ensure that Accurx is known for enabling our customers to achieve their goals, sustaining deep relationships and delivering great service.

Our Customer Success Managers (CSMs) are the first point of contact for all our commissioning customers' needs. They cover inbound requests and are also proactive in establishing a program of engagement for each major customer. They ensure that relevant stakeholders are up to date with progress throughout the lifetime of the contract—from onboarding and implementation through to contract renewal and account growth—and have the relevant information to track progress towards their goals. CSMs help establish an understanding of the value Accurx is delivering to the customer.

Where needed, CSMs bring together key teams from across Accurx to help our customers with specific needs. They work closely with customers to support the renewal of existing contracts and find opportunities for customers to use a wider set of Accurx products to support revenue growth in their region.

Your day to day tasks, should you choose to accept this mission ...

• Leading customer engagement, understanding customer needs, demoing our products
• Managing a pipeline of contract renewals and mitigating against potential churn risk
• Creating presentations and resources to foster meaningful interactions with our customers
• Feeding your learnings back to the product teams to ensure that we're building what our users and customers need
• Supporting to build out the Customer Success function with the processes and tools we need to help us hit our ambitious growth targets
• Working with the Business Development team to build strong stakeholder relationships, and understand digital plans and current strategies of ICBs across the whole health system

What the team say ...

"As a Customer Success Manager at Accurx you have a unique opportunity to engage directly with customers, collaborate across a wide variety of teams and be at the forefront of our growth through effectively nurturing customer relationships. You are the eyes and ears of Accurx, and by taking time to truly understand, predict and translate customer needs it means our products will always be industry-leading - creating amazing outcomes for NHS staff, patients and the health system as a whole." Helena Brown, Customer Success Lead

We'd really like to hear from you, if ...

• You have strong experience in Customer Success or Account Management
• You use your initiative and creativity to solve problems
• You're an excellent communicator with the ability to translate complex to simple and bring your ideas to life
• You have a keen sense of risk and opportunity and effectively balance those to deliver against business targets and goals.
• You have a proven track record in building deep and lasting customer relationships
• You're a strong advocate for customers, effectively translating the voice of customers back to internal teams

How you work...

At Accurx we believe in making every day count as we hold a vital role in supporting our users by driving innovative solutions to fix healthcare communication. We want everyone at Accurx to reflect our principles in how they work by looking to:
Fix healthcare communication
Raise the bar
Be a driver, not a passenger
Succeed together
Move with urgency
Be relentlessly resourceful
Embrace challenge
Check them out for more detail here!

What we can offer...

£50,000 - £65,000 salary + the value of 31,500 share options

Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

We are office first, all accuFolk come to our office in Shoreditch at least 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.

Allocated annual learning & development budget

Enhanced parental leave policy

Prayer, meditation and breastfeeding room

Working abroad policy

We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

...And much more.