Customer Success Manager

at  Tendable

CUSTOMER SUCCESS MANAGER

Hybrid working - based in the office 4 days a week (HQ in Aldgate East, London)

ABOUT US:

We are an international, venture capital-backed business founded 8 years ago, with a passion to provide the best, most simple to use mobile inspection and auditing tools, to solve one of healthcare’s most important challenges - how to engage front-line teams in continuously improving quality and patient safety.
We aim to not only bring a transformational digital user experience to front-line staff, across all health and social care settings but to also provide management and key stakeholders with a real-time view of quality across the organisation, to drive real quality improvement.
Our vision is to enable care providers to drive exceptional care quality through real-time data, valuable insight and the ability to take immediate action while unlocking frontline time care.
Our mission is to innovate in partnership with global care professionals providing effective access to evidence, unique process insight and pioneering technology.
As a business we are focused and dedicated to achieving our ambitious growth plans for product development, as well as international sales, making this an exciting time to join the Tendable team.

WHAT WE ARE LOOKING FOR:

To support Tendable’s plans for growth in the UK and internationally, we are looking for a Customer Success Manager with 3+ years of experience, who will work directly with high-value customers and manage customer engagement, both growing and developing a high-performing portfolio of accounts. This role will report to the Head of Customer Success and work closely with customers in a regular cadence, keeping them fully connected with Tendable’s teams, products, and service developments.
We are looking for someone with a track record of delivering results in a fast-moving business environment, who is comfortable with change and ambiguity, and who has demonstrated success in achieving high renewal rates and upsell revenue. The Customer Success Manager will work collaboratively to ensure customers receive the maximum value and ROI from their investment in Tendable.
We want someone who is excited about growth and eager to contribute to shaping the Customer Success team, as well as the wider business!

• Deliver a world-class experience to an expanding portfolio of clients across the UK and internationally.
• Take a consultative approach to building cross-functional relationships for mutual success.
• Cultivate customer relationships to promote retention and loyalty, ultimately improving customer lifetime value.
• Create strategic relationships with key customer stakeholders and expand existing relationships to uncover new opportunities and deliver strategic value.
• Develop deep customer understanding and knowledge of Tendable products, and act as a change agent by advocating for best practices and helping customers successfully adopt and utilise the Tendable app.
• Achieve transactional growth and monitor key metrics (churn rate, NPS, and C-SAT) across the client portfolio.
• Own the full customer lifecycle and lead internal cross-functional initiatives to improve customer touchpoints, starting at the point of implementation.
• Contribute to the Customer Success strategy and help to upskill the team by defining best practices and sharing your knowledge.