Customer Success Manager

Your Mission

As one of Birdie’s Customer Success Managers, you will be a partner, trusted advisor and advocate, for Birdie’s SME partners, and will help Birdie shape the future of the SME CSM function.

Ultimately responsible for mitigating churn & gross revenue retention risk, you will support the successful adoption and growth phases of the customer life cycle with Birdie generating expansion opportunities for our sales team by driving value for our partners.

Through the execution of outstanding customer success management you will help our customers grow the number of care recipients being cared for via Birdie. This role is critical to achieving Birdie’s overall goal of radically improving the lives of older adults.

Our ideal start date for this position is the first week of May 2023.

How you will contribute

• Developing and managing success plans in collaboration with the customer and the Birdie Account Team.
• Coordinating, project managing and executing critical activities throughout the adoption & growth phases of our customer life cycle, in pursuit of the objectives outlined in your success plan.
• Forming deep relationships and trusted advisor status with key champions’ at the account, and ensuring their participation in our advocacy, referenceability, and product beta programs. Ensuring Birdie is the first choice when the customer rolls out home care technology across their business.
• Acting as the escalation point for our Support team, you will manage a community of care agency owners and caregivers who are actively looking to improve the quality of care being delivered on the Birdie platform
• Analysing usage patterns to provide insights and guidance during business reviews, or more frequently for at risk customers who may require more proactive support.
• Serving as a customer advocate, identifying resource requirements and dependencies and addressing gaps to maintain a strong health score & executive alignment.
• Being the bridge between the customer and our commercial, product and support teams, effectively communicating risk, priority and business value.
• Becoming an expert in Birdie products and solutions, the home care market and your customers’ business.

Requirements

We’d love to hear from you if:

• You have a minimum experience of 1-3 years in Customer Success, Account Management, Sales, Social Care.
• You have a strong drive to drastically improve how home care is delivered to older adults leveraging new technological solutions and flexible care models.
• You are comfortable with a start-up environment, fast-moving projects and agile approaches – ability to switch contexts.
• You can easily and clearly nuance, prioritise and articulate long term objectives and weekly targets.
• You have excellent communication skills, you can easily explain the benefits of the service and feel comfortable to be the first point of contact for care agency managers and caregivers.
• Experience in working cross-functionally on a daily basis. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc)
• You are very well organised and able to bring structure, transparency and efficiency in a multi-tasking working environment; you execute tasks swiftly, efficiently and with the highest standards of quality and rigour.
• You get things done and are not afraid to roll up your sleeves and take responsibility.
• You are passionate, driven and can self-motivate