Customer Success Manager

Nordhealth; United Kingdom; Remote; GBP 30,000 - 50,000; Full time

Job summary

Nordhealth is searching for a Customer Success Manager for the UK and International Market. In this role, you will ensure ongoing customer success by proactively engaging clients, resolving issues, and showcasing product value. The position offers a chance to work remotely within the UK and contribute to a rapidly expanding team in a meaningful industry.

Benefits

Competitive Salary & Benefits

Collaborative Environment

Professional Development

Remote from anywhere in the UK

Internet and phone bills covered

Qualifications

• 2+ years of experience in Customer Success or similar role.
• Experience in SaaS or Healthcare technology environments is a plus.
• Veterinary industry experience is a strong plus.

Responsibilities

• Build and maintain strong, trusted relationships with key stakeholders.
• Regularly check in with clients to assess satisfaction and offer solutions.
• Act as a liaison between customers and internal teams.

Skills

Communication

Problem-Solving

Interpersonal Skills

Empathy

Organisational Skills

Technical Aptitude

Education

Bachelor's degree

Tools

CRM software

HubSpot

Zendesk

Job description

Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 300 employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

We’re redefining veterinary software with Provet Cloud — a market-leading, cloud-based practice management system. We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager for the UK and International Market.

In this pivotal role, you will be the primary point of contact for a portfolio of our valued clients, encompassing both large universities and agile SME veterinary practices. Your main objective will be to ensure their ongoing success, satisfaction, and retention by proactively understanding their needs, demonstrating product value.

This is an exciting opportunity for someone passionate about fostering strong client relationships, solving complex challenges, and contributing directly to the growth of both our customers and our company.

Your key responsibilities include:

• Client Relationship Management: Build and maintain strong, trusted relationships with key stakeholders within your assigned customer accounts

• Proactive Engagement: Regularly check in with clients to assess their satisfaction, identify potential challenges, and proactively offer solutions and best practices. Conduct regular business reviews (QBRs) with key accounts.

• Value Realisation: Continuously demonstrate the value and ROI of our solutions to customers, showcasing how our products help them achieve their strategic goals.

• Issue Resolution & Advocacy: Act as a liaison between customers and internal teams (e.g., Product, Support, Sales) to ensure timely resolution of issues and to advocate for customer needs and feature requests.

• Renewal & Expansion: Work closely with sales to identify opportunities for upselling and cross-selling within your account portfolio.

• Feedback Loop: Gather and synthesise customer feedback

• Training & Education: Provide ongoing training and educational resources to help customers maximise their use of our products.

• Metrics & Reporting: Track and report on key customer success metrics, including customer health scores, retention rates, and engagement levels.
  

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company.In addition, our humble wishlist includes:

• Experience: 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferable experience within SaaS or Healthcare technology environments. Veterinary industry experience is a strong plus

• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to diverse audiences.

• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer pain points.

• Interpersonal Skills: Proven ability to build rapport and foster strong, long-lasting relationships.

• Empathy & Patience: High degree of empathy and patience, with a genuine desire to help customers succeed.

• Organisational Skills: Excellent organisational and time management skills, with the ability to manage multiple client accounts and priorities simultaneously.

• Technical Aptitude: Comfort with technology and the ability to quickly learn new software products.

• Education: Relevant experience or bachelor's degree

• Desirable skills:Veterinary Experience & skillswith CRM software, HubSpot, Zendesk

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment.

In addition, we offer:

• Competitive Salary & Benefits

• Collaborative Environment: Work as part of a supportive, innovative, and dynamic team.

• Professional Development: Access to ongoing training and professional development resources.
  The chance to work in a meaningful industry and join a fast-growing, global company on a path to changing digital healthcare.

• Remote from anywhere in the UK - Nordhealth is a truly “remote first” company.

• Internet and phone bills covered.

• Frequent company events and talented colleagues from around the world
  

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. If you are a passionate advocate for customer success and thrive in a fast-paced environment, apply now! We'll fill the position as soon as we find the right person.