Customer Success Manager

Summary

Join Sword Health, a Forbes Best Startup Employer, and make a significant difference in building a pain-free world powered by AI. As an NHS Customer Success Manager, you will onboard new clients, ensure retention and growth of existing customers, and increase product adoption. This role requires experience working within or directly with the NHS, project/account management skills, and exceptional customer service. You will improve customer success processes, manage real-time queries, and contribute to financial objectives. Sword Health offers competitive benefits, including remote work options, paid time off, pension schemes, and learning and development support. The company is experiencing hyper-growth and expansion, offering opportunities for career advancement.

Requirements

• Experience working inside or directly with the NHS
• Experience with project management and/or account management
• Exceptional customer service skills
• A growth mindset that has been demonstrated by the ability to grow strategic accounts and contribute to financial objectives
• A quantitative approach: an understanding of the key metrics Surgery Hero should monitor and how to effect improvement in them
• Familiarity with the Microsoft suite

Responsibilities

• Improving and creating new Customer Success team processes including customer onboarding, customer training, product adoption, and more
• Helping onboard new NHS customers and ensuring growth and retention with existing NHS Customers
• Surveying users and making recommendations to ensure users get more impact from our solutions
• Maintain a balanced proactive/reactive relationship with your assigned accounts
• Managing real time queries and compiling progress reports

Preferred Qualifications

Familiarity with designing presentations and Canva software a bonus

Benefits

• Work remotely across the UK
• Get a real stake in the company with a healthy options package
• 24 days of annual leave (plus all bank holidays)
• Pension scheme
• Summer and winter company-wide get-togethers
• Learning and development support to help you grow in your role
• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family
• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to Coursera Learning Platform