Customer Success Manager (UK)

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.

Grow With Us

We are looking for a UK-based full-time, dedicated, and passionate Customer Success Manager to join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!

You will own the client relationships post onboarding. To do this you will ideally have empathy for people, can explain concepts clearly and concisely via email, phone and via video calls, and are tech-savvy. You will be measured on how successful and healthy your clients are based on Product Usage Metrics, Net Revenue Retention, and Churn Rate.

Lastly, ShiftCare is a company that is remote in its DNA. Our headquarters are in Sydney, Australia, but 80%+ of our team is remote.

Day in the Life

• Be an expert in ShiftCare, so you can guide users and answer their questions
• Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
• Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
• Pro-actively analyse customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Communicate with clients about new features and product releases
• Effectively communicate customer feedback to ShiftCare Product team
• Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing
• Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request.
• Use data and what you discover from client interactions to identify growth and expansion opportunities
• Work closely with the Operations team to drive growth for clients who want to expand
• Introduce clients to features that are not yet used or newly released
• Work closely with the head of CS to develop and prioritise a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
• Champion software and constantly evaluate usage to make sure our customers are fully utilising product features

• 3-5 years of relevant experience in a related area, such as Customer Success or Account Management
• Minimum of 3 years experience working in a Customer Success role at a SaaS company
• Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
• Experience in conducting a EBRs and account reviews
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
• Detail-oriented. Keeping track of notes in our CRM is a must
• Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results.

Nice to Have

• Startup experience of 1 to 3 years
• Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero.