Head of Customer Success (B2B SaaS) - remote (GMT +/- 3)
Birdie, United Kingdom
Job Description
About Birdie
Birdie is a pioneer in social innovation. Our vision is to build a society in which we all age with confidence. With a rapidly growing ageing population, overcrowded care homes and social care services under water, we’re facing a social crisis. We’re on a mission to reinvent care so that older generations can live longer, healthier and happier in their own homes, surrounded by their families and their communities. We use digital products, cutting-edge home connected devices and AI to empower the care community to deliver better, preventative care.
Launched in 2017, Birdie is a team of 60 socially motivated care, health, product and tech entrepreneurs. We were nominated one of the top 10 UK startups to watch, the SME with the best culture in the UK and one of the top healthtech startups in Europe.
We are building the organisation of the future that will not only improve the lives of millions of older adults but also of our team members, our communities and will protect the environment. We demonstrate our values in everything we do. We care; we succeed together; we grow individually and strive for excellence; we are smart, brave and ambitious; and we nurture fun and a little quirkiness.
Your mission:
From onboarding through to customer success and support, our Head of Customer Success will lead our customer operations teams to support our care partners through their lifecycle with us, helping them unlock the most value from our platform. Reporting to the Chief Commercial Officer, you’ll lead, manage and inspire our talented team of onboarding, support and customer success executives!
You’re the person ultimately responsible for making sure our customers are happy, adopt our product fully, want to stay with us, and even grow their accounts. You’ll drive our strategic vision for customer success, delivering on customer experience, product utilisation and revenue growth. You’ll truly understand our customers’ goals and challenges, then you’ll lead the charge in ensuring they are successful using our product by collaborating with our Product, Sales and Marketing teams.all whilst creating an environment of continuous improvement and development for the team!
How you will contribute:
- Own our customer experience across onboarding, adoption, retention and growth, with the ultimate goal of delighting our customers at every step, across both our SME and mid-market / enterprise segments;
- Drive customer lifetime value by defining our customer experience playbook to optimise time-to-value, churn, net retention, cross-selling and upselling, and support satisfaction;
- Assess key metrics, and translate insights into improvements by proactively developing skills, behaviours or processes within and impacting the Customer Operations team;
- Lead, motivate, inspire and mentor your team, to instil a growth-mindset culture. Managing performance, objective setting and coaching with regular structured review meetings to create and nurture the future leaders of Birdie;
- Collaborate with Chief Commercial Officer to build annual and quarterly forecasts, defining hiring goals, KPIs, and corresponding revenue output;
- Managing the end to end Customer Experience you will be leading voice of the customer within the leadership team and the organisation - helping drive developments across different departments, Product, Sales amp; Marketing, to improve NPS, satisfaction and net retention;
Requirements
We'd love to hear from you if you:
- Have a history of operating with high integrity, and high emotional awareness;
- Are able to motivate a team to high performance, managing challenging situations effectively, and driving accountability amongst the team;
- Are able to develop and execute data-driven processes to diagnose skill deficiencies, customise coaching plans, and demonstrate improvements in performance;
- Are comfortable using data and repeatable processes to set goals, assess progress, and accurately forecast outcomes both for your team and our customers;
- Are intellectually curious, constantly refining how to be best-in-class, and wanting to learn, improve and develop yourself;
- Are able to codify, test, implement and optimise steps all throughout the customer lifecycle, and apply best practice and proven methodologies to our market;
- Are able to define and optimise the customer journey at each stage from onboarding and training to strategic reviews;
- Are an excellent communicator, both written and verbal, and can simplify complex topics in a way that anyone can understand;
- Get things done and are willing to step up, roll up your sleeves and take ownership;
- Are comfortable with an ambiguous, changing, energetic, start-up working env