AddressCustomer Success Manager
Hybrid working - based in the office 4 days a week (HQ in Aldgate East, London)
About us:
We are an international, venture capital-backed business founded 8 years ago, with a passion to provide the best, most simple to use mobile inspection and auditing tools, to solve one of healthcare's most important challenges - how to engage front-line teams in continuously improving quality and patient safety.
We aim to not only bring a transformational digital user experience to front-line staff, across all health and social care settings but to also provide management and key stakeholders with a real-time view of quality across the organisation, to drive real quality improvement.
Our vision is to enable care providers to drive exceptional care quality through real-time data, valuable insight and the ability to take immediate action while unlocking frontline time care.
Our mission is toinnovate in partnership with global care professionals providing effective access to evidence, unique process insight and pioneering technology.
As a business we are focused and dedicated to achieving our ambitious growth plans for product development, as well as international sales, making this an exciting time to join the Tendable team.
What we are looking for:
To support Tendable’s plans for growth in the UK and internationally, we are looking for a Customer Success Managerwith 3+ years of experience, who will manage client engagements, both growing and developing a high-performing portfolio of accounts. This role will report to the Head of Customer Success and work closely with clients in regular cadence, keeping them updated, informed, and fully connected with Tendable teams, products, and service developments.
We are looking for someone with a track record of delivering results in a fast-moving business environment, who is comfortable with change and ambiguity, and has demonstrated success in achieving high renewal rates and upsell revenue.
We want someone who is excited about growth and eager to contribute to shaping the Customer Success team, as well as the wider business!
About you:
You are a commercially minded individual with a drive to achieve mutual business outcomes with customers. You are comfortable working alone, whilst being keen to learn and contribute to the wider team. You have high energy with a desire for rapid development and a commitment to exceeding performance expectations.
You are highly organised with the ability to bring structure, transparency, and efficiency in a multitasking environment, executing tasks swiftly and with the highest standards. Most importantly, you are enthusiastic about making an impact on the working lives of health and social care staff, from the front line to the board.
Responsibilities:
- Deliver a world-class experience to an expanding portfolio of clients across the UK and internationally.
- Take a consultative approach to building cross-functional relationships for mutual success.
- Cultivate client relationships to promote retention and loyalty, ultimately improving customer lifetime value.
- Develop deep client understanding and knowledge of Tendable products, ensuring successful adoption and utilisation.
- Achieve transactional growth and key metrics (churn rate, NPS, and C-SAT) across the client portfolio.
- Own the full customer lifecycle, starting at the point of implementation.
You’ll have:
- Minimum of 3 years experience in either enterprise Customer Success Management or Management Consulting, preferably in a B2B SaaS business.
- The ability to develop and deepen client relationships across a wide range of stakeholders, particularly in large multinational organisations.
- Experience in daily cross-functional collaboration, serving as a bridge between users and internal teams.
- Strong analytical skills with experience in value qualification.
Nice to have:
- Healthcare or public sector experience.
- Degree education or equivalent.
- Revenue experience.
Your benefits:
- Competitive market salary with pension contribution up to 7%
- Annual commission plan
- Individual personal development budget plus 3 days leave per annum
- Company share option scheme
- 25 days annual leave
- 24/7 employee assistance programme
- The opportunity to join an exceptional start-up business backed by blue-chip VCs at an early stage of the journey
At Tendable, we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.
