Customer Success Manager

Job Description
We represent a start-up provider of SaaS solutions specifically designed to streamline document control processes within the medical sector. As they expand their footprint in the healthcare industry, a proactive and driven individual is required to achieve the utmost value from their solutions.
The Role:
As a Customer Success Manager, you will play a critical role in our client's journey from onboarding to achieving their desired outcomes using our solutions. Your job will be to work closely with clients to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. You will also be the voice of the customer within the organization, providing feedback and insights that drive improvements in their product and services.
What You'll Do:
Provide operational and consultative support to customers, understanding their reasons for choosing our client's solutions and setting success indicators to maximise the obtained value.
Efficiently manage customer expectations according to the designated service tier, finding the most effective ways to support them.
Develop close relationships with select users to understand better their experiences, successes, and challenges in finding the solution.
Identify new use cases for each account and support customers in realising additional value.
Liaise with internal teams to inform your customer base about new product features as the solution evolves.
Lead focused onboarding programs and training sessions across various customer lifecycle stages.
Offer consultations to help customers achieve their goals using the solution, including training on creating, publishing, and analysing content performance.
Advocate for using our client's analytics features, proactively sharing insights on content performance.
Support integration efforts with customers' other digital tools, coordinating technical aspects with the engineering or professional services teams as needed.
Analyse user engagement metrics to monitor usage levels, flag potential churn risks and intervene successfully to re-engage users.
Identify and pursue upselling and expansion opportunities within your accounts.
Who You Are:
Holding a degree and bringing a wealth of experience from working within a SaaS company, either as a customer success manager or an account manager.
Proficient and confident in developing and delivering comprehensive product training programs to customers, tailored to both one-on-one sessions and larger group settings.
Proven track record of effectively educating users on product functionalities and best practices and optimising product use to suit their needs.
Demonstrated excellence as a problem-solver, equipped with strong organisational skills and a keen attention to detail, ensuring that all customer interactions and solutions are executed to the highest standard.
Adept in building and maintaining robust stakeholder relationships, with the ability to effectively communicate and influence across all levels of an organisation, from internal teams to external clients.
Possessing a sharp analytical ability to sift through user feedback, identifying key areas for improvement, and implementing strategic enhancements to the product or service.
You bring additional experience managing and facilitating technology integration projects, showcasing an ability to oversee complex implementations and integrations with other digital tools or systems.
Apply now to work for a company where your contributions directly improve the operational efficiency and success of medical facilities worldwide.
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