Enterprise Customer Success Manager

Birdie; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare technology company in City Of London is seeking an Enterprise Customer Success Manager. You will manage critical client accounts, driving maximum value from the Birdie platform while working as a strategic partner. Ideal candidates will possess strong experience in Enterprise Customer Success and excellent communication skills. The role is hybrid with significant flexibility and focuses on building meaningful relationships to enhance client satisfaction and growth.

Benefits

Competitive base salary

Generous stock options

Hybrid working model

33 days holiday

Industry leading paid caregiver leave

Cycle to work scheme

Qualifications

• Strong Enterprise Customer Success or Strategic Account Management experience with C-level stakeholders.
• Direct experience from the social care sector or strong B2B SaaS experience.
• Excellent project management skills managing high-priority partner initiatives.

Responsibilities

• Manage a varied portfolio of clients, focusing on high-value enterprise accounts.
• Build strong relationships with clients from C-level to frontline staff.
• Ensure partners maximize the value gained from Birdie's platform.

Skills

Enterprise Customer Success

Strategic Account Management

Project Management

Excellent Communication

Empathy

Job description

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

About Birdie

At Birdie, we're reimagining care for older adults. We're building the technology that powers the future of home healthcare, empowering care teams with tools to deliver better, more dignified care, and enabling older people to thrive in their own homes for longer. Our all-in-one solution powers millions of care visits every month, equipping care providers with the tools they need to deliver exceptional, efficient care.

We're not here to tinker at the edges. We're here to radically transform a broken system.

That's why we've built an all-in-one platform that supported over 30 million care visits in 2023 and more than 60 million in 2024 and we continue to grow our impact. We're scaling fast, but staying true to our purpose. That's why we're proud to be a B Corp, using business as a force for good.

Founded in 2017, Birdie is backed by world-class investors like Index Ventures, Sofina and Omers. In 2023, we ranked #6 in the Deloitte Fast 50, making us one of the fastest-growing tech companies in the UK. You can check out more about our impact and recognition here. But speed isn't the point. Impact is.

Your mission

As an Enterprise Customer Success Manager, your mission is to be the strategic, embedded partner for our largest and most complex clients. You won't just manage accounts; you'll be an extension of their team.

The ultimate goal is to drive maximum value from the Birdie platform by deeply embedding our technology into their core business and operational strategy. When these major care businesses grow, we grow.

You are the key to unlocking long‑term growth and partnership with our most valuable accounts. You'll work alongside our Implementation Managers to ensure their success and retention but will also shape Birdie's future by acting as the definitive Voice of the Customer, directly influencing our product roadmap and operational strategy.

How you will contribute

This is a hands‑on, strategic role that requires both executive‑level influence and a deep dive into operational details. You will manage a varied portfolio of clients, including our three of our most critical, high‑value enterprise accounts, as well as some medium and smaller partners.

• You'll be an embedded, trusted advisor by building strong, multi‑level relationships, from C‑level executives through to the frontline staff. You'll lead regular strategic review meetings to align Birdie with their long‑term business goals.
• You'll drive adoption and value by ensuring partners are using all of Birdie's functionality. You'll diagnose gaps in adoption and coach partners into better ways of working to ensure they gain maximum benefit from the platform.
• You'll design and lead strategies that improve partner retention and identify expansion opportunities. You'll coordinate internally with Sales, Product & Marketing to make sure every partner is maximizing the value they get from Birdie.
• As we continuously iterate our product, you'll be responsible for ensuring our clients are always up‑to‑date and successfully adopting new features. You'll communicate these changes and guide them through using the latest functionality to maximise their value.
• You'll act as the Voice of the Customer by serving as the link between our largest clients and our internal teams. You'll bring their complex feedback, strategic goals, and use cases to Product and Engineering to actively shape what we build next to meet the needs of our partners.

You’ll thrive here if...

• You have strong Enterprise Customer Success or Strategic Account Management experience, specifically working with C-level stakeholders in complex organisations
• Ideally you bring direct experience from the social care sector, meaning you already understand the operational realities and challenges our partners face. If you don't have this, we'd expect some strong B2B SaaS experience paired with a strong desire to understand the industry and our specific customers
• You have great project management skills with a proven ability to handle complexity, managing several high-priority partner initiatives at the same time
• You are an excellent communicator with the ability to build strong relationships - engaging effectively with stakeholders at all levels
• You genuinely care, our partners need someone that is friendly, empathetic and genuinely helping them to deliver high quality care to their clients
• You're excited by pace, ambiguity and the chance to shape things from the ground up. You understand that our Product is evolving, and you want to be part of that journey!
• You value autonomy, radical honesty, and building great things with great people

Imposter syndrome is real - and we don't expect you to tick every box. If you're excited about our mission and think you could make a difference here, we want to hear from you.

What you'll get from us

We believe people do their best work when they're supported, trusted and inspired. Here's how we build a world‑class employee experience:

Compensation

• Competitive base salary, reviewed against benchmarks annually
• Generous stock options - because we're building this together
• Bi-annual performance cycles with individual compensation reviews

Learning & Growth

• Annual personal learning budget and access to training, coaching and mentorship
• Time and space for growth - you set your development goals, we back them

Flexible Working

• Hybrid working - 2 days per week in our incredible London HQ
• Budget to set up your home workspace
• Regular in‑person meetups, socials and offsites

Time Off

• 33 days holiday (25 days + public holidays)
• Extra day off on your birthday (use it whenever you like!)
• Company shutdown between Christmas and New Year
• 2 volunteering days each year to give back to causes that matter

Family‑first Policies

• Industry leading paid primary and secondary caregiver leave
• 5 paid days for fertility treatments for those who need it
• Private health insurance with AXA
• Wellbeing perks via Happl (gym discounts, mental health support, and more)

Other Perks

• Cycle to work scheme
• 4% employer pension contribution when you contribute 5% (UK)
• A deeply human, radically transparent culture

Why Birdie?

Because you want to do meaningful work that improves lives - and grow at speed while doing it. We're building more than a product - we're building a movement. A movement to show that tech, when built with empathy and integrity, can change lives.

We're a team of entrepreneurs, dreamers, and doers. Join us to shape the future of care, work alongside ambitious, kind people, and help reimagine how society cares for its older adults. We dream big, act fast, and work collaboratively with one goal in mind: to create a world where we all age with confidence.

Equal Opportunities Statement

We're committed to building a diverse team and inclusive culture. That means creating a hiring process that gives everyone a fair chance regardless of background, identity or lived experience.

Need adjustments or support during the application process? Let us know. We're here to help.

Ready to build the future of care?

Apply now. Be part of something that matters.