Customer Success Manager

🐦 About Birdie

Birdie is the leading home healthcare technology platform that aims to radically transform the lives of older adults. Its all-in-one solution supports millions of care visits every month, equipping care providers with the tools they need to deliver better quality care and improve efficiency across most day-to-day operations. Birdie is B-Corp certified and was recently named as a top two Home Health Tech provider globally in the cohort of top 150 Most Innovative Digital Health startups by CB Insight in 2021.

Launched in 2017, Birdie is a team of 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 was in the 2020 Business Cloud Top 50 Start Up's list. In 2021 we were named no.9 in Start Up's top 100 innovative and disruptive businesses as well as being accepted into Tech Nation's 2021 Upscale 7.0 program. As of June 2022 we closed our series B funding with £25m invested by Sofina, Omers & Index ventures.

⚡️ 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 your portfolios net revenue retention. Mitigating churn & gross revenue retention risk whilst ceasing opportunities to close additional revenue and ensure successful renewal.

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

🦸‍♀️ How you will contribute

• Coordinating, project managing and executing critical activities throughout the adoption & growth phases of our customer life cycle.
• 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 and renews at the end of contract.
• 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.
• Leading sales activities to close additional revenue and grow your accounts.
• 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.

🤩 We’d love to hear from you if

• You have a minimum experience of 1-3 years in Customer Success, Account Management, Sales.
• 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.
• A track record of high renewal rates and Xsell revenue won.
• You get things done and are not afraid to roll up your sleeves and take responsibility.
• You are passionate, driven and can self-motivate.

These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies.

🙌 What are the benefits?

People are our core strength. We are social entrepreneurs, boasting an outstanding culture (employer net promotion score of 67) with strong values (B-Corp certified). We offer exceptional benefits and invest massively in our team's happiness, wellbeing and growth:

✨ Compensation

Our salary packages are competitive, the role is £41K. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK.

🏝 Flexible

We are a remote team with employees based all over Europe. We organise regular in-person events and online socials to make sure you can meet up with peers. If you want to come to the offices in London or Berlin, you're most welcome of course!

🌱 L&D budget

Growth is key. You'll have an annual personal development budget to put towards books, courses, trainings and conferences; continuous coaching within the team and with external experts.

🏡 Work From Home budget

Making your workspace comfortable is important to us, you’ll have access to a WFH equipment budget to ensure you have what you need.

🌴 Base holiday

33 days base holiday (25 days + 8 bank holidays)

🎄 Christmas leave

Birdie closes between Christmas and New Year so you can have some down time with your loved ones. This is in addition to your base holiday!

🎂 Birthday leave

An extra day off for your birthday (you can take this whenever you want during the year)

🫶🏻 Birdie giving days

Birdie is a B-corp and we care deeply about social impact this means you can take 2 paid days each year for volunteering to a cause you’re passionate about.

🌍 Sabbaticals

We recognise that sometimes a longer break is desired, that’s why as of 2024 we have introduced a sabbatical policy. When you have been with us for 4 years you can take up to 3 months off.

👩‍⚕️ Private health insurance

Comprehensive health insurance with AXA that covers many physical and mental health costs

☀️ Gym and wellbeing discounts

Gym discounts and numerous other wellbeing perks via Happl

🚲 Cycle to work scheme

Birdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months

👼🏽 Parental Leave

Highly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.

🐣 Fertility Leave Birdie recognises the emotional and physical challenges which may arise during fertility treatments, and supports all Birdies by offering 5 additional paid days of leave.

👵🏻 Employer pension contribution

Birdie contributes 4% of your salary to your pension when you contribute 5% (UK Birdies)

⛷ Frequent company socials, trips and meals

We organise many socials, quarterly retreats and annual company-wide retreats

🤗 Exceptional culture

We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more.

❓Why Birdie?

Join Birdie and seize this unique opportunity to shape the future of a transformative tech startup, to create positive social change, and develop yourself very fast in a flexible, close-knit & transparent organisation.

We have a grand vision to transform how society deals with ageing,we dream big and speed is of the essence.

We’re all entrepreneurs at Birdie.

We’re highly collaborative and iterative. Everything we do is transparent to anyone, be it objectives and key results, compensation packages and equity or strategic conversations.

Growing with trust is key. Everyone sets their own development plan and gets support to learn fast, from training to books or coaches. We live by radical candour: we give honest feedback and care deeply & personally about each other.

Join us now to improve the lives of millions!

⚖️ Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

We endeavour to embrace diversity, and promote an inclusive environment for all Birdies, and actively work towards this with our Diversity & Inclusion Committee.

If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.