Customer Success Manager (Healthcare background)

Vinehealth is transforming the quality of life and survival of cancer patients through highly personalised patient support based on behavioural science and artificial intelligence.

At Vinehealth, we believe that people with cancer should feel in control of their care. Our mobile platform uses cutting edge technology to help people living with cancer to collect, track and visualise data about their care, supporting them to feel in control and better self-manage, as well as to communicate crucial information back to their care team. Through this, the platform generates rich real-world data to represent the voice of patients in healthcare delivery and drug development.

Having launched in 2018, we recently secured a record-breaking investment round to grow our company and our product. We have been named Deloitte’s ‘Most Innovative Health Tech Start-Up’ of 2019 and have an incredibly exciting journey ahead of us with plenty of opportunities for personal development and working with a world-class team of doctors, developers, designers and more. We highly prize our open and friendly company culture with a talented, ambitious and committed team that supports each other in striving for excellence.

Get in touch if you want to play a key role in a high-impact, fast-growing startup and if you’re passionate about making a big impact.

Requirements

This is a hybrid role where you will work in our London offices 1-2 days per week and from home the remainder of the week.

We are looking for an experienced Customer Success Manager to join our Commercial team and have an immediate impact by driving value for our customers. You must have a customer-first mentality, as you will be on the front lines in working directly with our customers. You will engage from the very beginning of the customer lifecycle, focusing intensely on customer goals and needs to ensure Vinehealth products and services satisfy customer expectations. You will work in collaboration with product, engineering, design, sales, clinical affairs, and senior leadership to ultimately support revenue acceleration in our business.

We see this as an extremely high potential role within the company to deliver customer satisfaction and retention at a crucial inflection point in our growth. We are therefore looking for an experienced candidate who is ambitious, self-driven, and has demonstrated success in an enterprise customer success role. As an early member of a high-growth, purpose-driven tech company, you will be expected to work autonomously, operate professionally, execute consistently, and demonstrate expertise in your responsibilities.

Key Responsibilities

• Play a leading external-facing role with our enterprise customers that supports their success utilising our products and services
• Manage and cultivate relationships within our key customers, including understanding customer needs, educating about our products and services, and delivering after-sales support
• Support excellence in our customer success function, including good process, policy, documentation, and so forth
• While this is not a sales role, given your proximity to our customers, we expect proactivity in identifying potential upsell/cross-sell opportunities that help us deliver even more value over time
• Stay current on industry trends in patient engagement, at-home cancer care, and related concepts that will help to shape our future business
• Driving improvement across the company (including tech and product) based upon customer feedback, as well as your own innovative ideas

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About You

Skills & attributes:

• You are ambitious and entrepreneurial, driven to work in a fast-paced, ambiguous, ever-changing startup environment, and can organise and prioritise your work independently
• You are passionately committed to going above and beyond for our customers, pulling in whatever resources you need to deliver the best experience for them to engender their loyalty and retention
• You excel at building close relationships with stakeholders at all levels of seniority quickly, and developing deep levels of trust that enable you to persuade and influence internal and external decision-making
• You are a critical thinker and driven to proactively look for risks / issues and collaboratively problem-solve accordingly
• You are a strong verbal and written communicator with both internal and external colleagues
• You can manage multiple external projects and internal workstreams in parallel without sacrificing the quality of experience for our customers
• You can work under pressure to deliver against goals and timelines
• You are very comfortable with digital technology and working remotely
• You are a team player with proactive and positive influence on your colleagues and a passion for making an impact in healthcare

Essential experience:

• You have 2+ years of experience in a customer success position (or related position) working with enterprise customers, i.e., large corporations with complex org structures and business processes
• You bring a solid foundation from working in healthcare (NHS or private providers) or life sciences industry from prior work experience in one or both industries

Benefits

• Highly competitive salary as well as other incentives where appropriate
• Participation in an attractive EMI share option scheme
• High spec Macbook Pro
• Generous training and wellbeing budgets:
  • £600 per year on training and education
  • £480 per year well-being budget to spend on improving mental and physical well-being
  • £400 per year; happiness & life admin budget to spend on anything that makes you happy or makes life easier for you, such as engaging in hobbies or having a cleaner.
• Free breakfast, tea and coffee when we meet in the UK office
• Beautiful office space in the heart of London surrounded by lovely restaurants, bars, gyms and public transport
• 25 days holiday + bank holidays
• NEST pension with matched contributions up to 6%
• Health,dental, eye and hearing insurance
• An extra half day off during birthday week
• Cycle2Work Scheme