Customer Success Manager

Quit Genius ,
London, Greater London
More Details
Job Type: Full-time
Contract Type: Permanent

Overview

About Quit Genius We are a fast growing health-tech startup helping people quit addictions by facilitating access to cognitive behavioural therapy through a mobile app. Our flagship app, Quit Genius, is a new way to quit smoking that delivers highly personalised therapy at scale. What we do saves lives. We have published groundbreaking results demonstrating the effectiveness of Quit Genius in multiple peer-reviewed research studies and have helped over 100,000 people quit smoking to date. We are building a company that will go beyond smoking cessation and build a portfolio of products across the addiction and mental health space. We've won design awards from Apple, already helped hundreds of thousands of people quit smoking and scaled a platform to a million users. We've raised $14.1 million of funding from Octopus Ventures, Y Combinator, Merck & Co and Village Global (backed by Jeff Bezos, Mark Zuckerberg and Bill Gates). About the Role In this role, your overarching responsibility will be to bring joy and drive value as a trusted advisor for our clients. You’ll be on the front lines every day as part product expert, strategic analyst, and part customer champion and advocate. The Client Success Manager is responsible for inspiring customer delight through driving engagement. This individual will be continually focused on helping our clients utilize the benefits from the Quit Genius platform. The ideal candidate will have a background in large-scale client relationship management and sales, with demonstrated success in partnering with clients to achieve their goals. You should be comfortable both managing complex projects autonomously and partnering with multiple teams, such as Product, Sales, and Marketing. You will be owning direct relationships with senior HR executives and business leaders, driving engagement with the product, and owning renewals. This role is highly visible internally and externally.  We are most interested in someone who is naturally curious, ambitious, and excited to be an early member of a growing team. Above all, we are looking for someone motivated to help us positively impact the lives of millions. Your Responsibilities: Own a strategic portfolio of Quit Genius clients; and define and execute a Quit Genius client success strategy to increase retention and ensure that clients get value out of the Quit Genius platform Maintain and develop collaborative relationships with Quit Genius customers with all key stakeholders at all levels Collaborate closely with internal teams including Product, Operations, Sales, to drive successful adoption, utilization and engagement of Quit Genius and act as the voice of the customer Drive client success in tangible metrics (e.g. improved quit smoking outcomes, retention and renewals, product expansion, etc.) Identify and articulate customer business objectives in order to meet and exceed them; maintain high levels of client engagement, satisfaction and loyalty, as measured by high client satisfaction scores Collaborate with Sales to manage and grow business within the client portfolio Develop an operating calendar, detailed account plans, and account strategy and mapping processes across our accounts Identify, manage, and resolve client risk areas & escalations and develop solutions proactively to avoid churn while collaborating with internal teams (Operations, Sales, Product & Engineering) Convert “model” clients into Quit Genius champions, leveraging their success for references, case studies, blogs, etc. Drive, execute and participate in special events held for or hosted by Quit Genius clients Managing client relationships with our NHS partners and private health insurance partners Our Requirements: 3-5 years of experience account management and selling/renewing B2B tech in the employer healthcare benefit consultant space to business leaders Deep understanding of the healthcare/benefits space  Business acumen; can develop a deep knowledge of our clients’ businesses and ability to articulate the value of our services to new clients A process-focused approach, with strong problem-solving skills and keen attention to detail Strong interpersonal, relationship-building and listening skills, with a natural, effective consultative style A proven track record of success with strategic accounts Engaging presentation skills, and the desire to lead strategic projects with high visibility The flexibility and agility to work cross-functionally in a fast-paced environment with a sense of urgency and demonstrated initiative and independence Why You’ll Love Working at Quit Genius: Competitive salary Pension scheme Health and dental insurance The chance to join a high-growth startup The opportunity to develop and grow fast along with the business, and learn a whole lot along the way Work in a central London office with a bunch of fun and inspiring people (with a barista-style coffee machine) We promote good work-life balance

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