Limbic is hiring a
Client Success Manager

Summary

The job is for a Customer Success Manager at Limbic, a company offering virtual therapy assistance for mental healthcare. The role includes onboarding, relationship management, customer advocacy, renewals and upselling, performance metrics tracking, customer education, and problem resolution. The ideal candidate should have 3+ years of experience in customer success or related roles, a degree in Business, Marketing, healthcare, or a related field, and strong interpersonal and communication skills.

Requirements

• Degree in Business, Marketing, healthcare, or a related field. Experience considered as alternative
• 3+ years of experience in customer success, account management, or a related customer-facing role
• Experience in the healthcare is a plus

Responsibilities

• Lead the onboarding process for new customers
• Develop and execute tailored onboarding plans to meet customer needs and timelines
• Provide training and resources to help customers become proficient in using the product
• Build and maintain strong, long-lasting relationships with customers
• Regularly check in with customers to ensure they are achieving their goals and utilising the product effectively
• Address customer concerns, issues, and requests in a timely manner
• Act as the voice of the customer within the company
• Advocate for customer needs and collaborate with Product and Support teams to resolve issues and enhance customer experience
• Monitor customer health and proactively identify opportunities for upselling or cross-selling additional products or services
• Work towards ensuring high customer retention rates and successful contract renewals
• Present product enhancements, updates, and new features that may benefit the customer
• Track and report on key performance indicators (KPIs) related to customer success
• Develop strategies and action plans to improve customer success metrics
• Create and deliver educational materials, webinars, and resources to help customers maximise the product's value
• Provide ongoing support and guidance, ensuring customers stay informed about best practices and product updates
• Act as the first point of contact for customer escalations, working to resolve issues quickly and effectively

Benefits

• Competitive salary
• Professional development budget
• Twice a year company-wide meetups
• Monthly fun virtual activities
• 25 days PTO
• Equity share options
• Remote working
• Flexibility regarding fully remote, from our central London office or hybrid
• Professional development budget
• Twice a year company wide meet-ups in Europe
• 25 days PTO
• Paid maternity, paternity, parental leave packages
• We take employee wellbeing seriously at Limbic and in addition to the above we offer: Quarterly ‘life’ days, Access to mental health support, Monthly wellbeing initiatives