Customer Success Manager

How you'll be contributing to Accurx as a Customer Success Manager...

As Accurx has become the go-to communication software in healthcare, our customer base is growing. We have a broad range of customers including GP surgeries, NHS commissioning bodies, hospitals, private healthcare organisations, charities and pharmaceutical companies, each with their own needs and goals.

The key to our future success will be to ensure that Accurx is known for enabling our customers to achieve their goals, sustaining deep relationships and delivering great service.

Our Customer Success Managers (CSMs) are the first point of contact for all our commissioning customers' needs. CSMs cover inbound requests and are also proactive to establish a program of engagement for each major customer. They ensure that relevant stakeholders are up to date with progress throughout the lifetime of the contract - from onboarding and implementation through to contract renewal and account growth - and have the relevant information to track progress towards their goals. CSMs help establish an understanding of the value Accurx is delivering to the customer.

Where needed, Customer Success Managers bring together key teams from across Accurx to help our customers with specific needs. They work closely with customers  to support the renewal of existing contracts and find opportunities for customers to use a wider set of Accurx products to support revenue growth in  their region.

Your day to day tasks, should you choose to accept this mission... 🤝

In your first 6 months, the focus will be on building and nurturing strong relationships with a set of ICB's (Integrated Care Boards) initially focused on Primary Care, by:

• Leading customer engagement, understanding customer needs, demoing our products
• Managing a pipeline of contract renewals and mitigating against potential churn risk
• Creating presentations and resources to foster meaningful interactions with our customers
• Feeding your learnings back to the product teams to ensure that we're building what our users and customers need
• Supporting to build out the Customer Success function with the processes and tools we need to help us hit our ambitious growth targets
• Working with Business Development team to build strong stakeholder relationships, understand digital plans and current strategies of ICBs across the whole health system

What the team say... 🔊

"As a Customer Success Manager at Accurx you have a unique opportunity to engage directly with customers, collaborate across a wide variety of teams and be at the forefront of our growth through effectively nurturing customer relationships. You are the eyes and ears of Accurx, and by taking time to truly understand, predict and translate customer needs it means our products will always be industry leading - creating amazing outcomes for NHS staff, patients and the health system as a whole." Helena Brown, Customer Success Lead

If you want to hear from some of our Accufolk about what it's like to work for us, take a look at a video from our 2023 summer conference!🤩

We'd really like to hear from you, if ...

• You have strong experience in Customer Success or Account Management
• You use your initiative and creativity to solve problems
• You're an excellent communicator with the ability to translate complex to simple and bring your ideas to life
• You have a keen sense of risk and opportunity and effectively balance those to deliver against business targets and goals.
• You have a proven track record in building deep and lasting customer relationships
• You are a strong advocate for customers, effectively translating the voice of customer back to internal teams
• You're mission-driven: you care about positively impacting the lives of millions
• You’re always collaborating: you place team success over personal success and you enjoy working in an open, collaborative environment.
• You demonstrate responsible ownership: when you see something not working, you'll flag it and be part of the solution
• You seek continuous improvement: you’re always developing new skills and insights, while exploring ways to do things better
• You’re mindful of balance: you're conscious of your own health and that of others. You think carefully about how best to focus your efforts, knowing when to push yourself to reach a goal.

What do we offer? 🤔

💰 £45,000 - £53,000 + the value of £31,500 share options

🤝 Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

🏢 We are office first, all accuFolk come to our office in Shoreditch 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.

📚 Allocated annual learning & development budget 

🐣 Enhanced parental leave policy

🙏 Prayer, meditation and breastfeeding room

🗣 In house therapists available daily

🌴 Working abroad policy

👩‍🍳We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

...And much more.