Customer Success Manager
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Overview
Be the strategic partner for a portfolio of Heidi’s customers, ensuring they achieve measurable success and realise value.
Lead onboarding of new customers from planning, training through to go-live, delivering seamless integrations into customer workflows.
Track and improve metrics along customer journey like time-to-first-value and early activation.
Develop and execute tailored adoption plans to maximise user engagement and satisfaction, enhancing the continued love for Heidi among clinicians.
Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
Build executive-level relationships and become the voice of the customer internally, advocating for their needs and priorities and showcasing wins.
Deliver value at every touchpoint through proactive check-ins, success planning, and education strategies. Think and act strategically to scale your impact.
Collaborate with product, engineering, and support teams to ensure a smooth customer experience.
Gather and share insights to influence product development and feature prioritisation.
Requirements
- 2+ years in a customer success role at a SaaS company, with proven ability to own the full lifecycle
- Familiarity with France’s healthcare ecosystem (both public and private).
- Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
- Highly organised and can confidently manage multiple projects and competing priorities, while maintaining attention to detail and quality.
- Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
- Attitude is more important than experience - if you are hungry, competitive, and motivated, with a knack for problem solving and relationship-building, we want to hear from you.
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