Description:
Our client is a fast-paced growing digital health company searching for flexible impact players who welcome the opportunities and challenges of a growing business. They are looking for a Customer Success Manager (CSM) who can deliver client engagement and renewals but also roll up their sleeves to engage new leads and close a small number of defined deals. This is a unique opportunity to own both client engagement and growth. As a key member of the sales team, the CSM will build strong relationships with customers and collaborate with cross-functional leaders internally to deliver excellent customer experiences and renew >70% of assigned clients. The ideal candidate has a knowledge of digital health and is passionate about client health and growing a business. To succeed in this role, the candidate should have relevant sales or client engagement experience and a track record of contributing to organisation growth.
Role/Responsibilities:
- Own the entire relationship with assigned clients, including onboarding, engagement, retention, and satisfaction
- Develop and maintain customer-success strategies and best practices
- Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
- Establish relationships as a trusted advisor to help ensure the continued value from products and services and also to close new business
- Grow revenue for our client by identifying upsell opportunities and closing deals
- Ensure >70% retention of assigned clients
- Ensure Individual member client retention by building relationships with clients through regular engagement, calls and emails, to ensure they are joining meetings and gaining value from their membership. Maintain relationships throughout the full year of membership from onboarding to renewal discussions.
- Deliver client onboarding sessions
- Analyse client engagement data, identify at risk clients and devise strategies to ensure consistent engagement
- Drive customer growth by identifying clients that are suitable for upsell or cross sell and communicate these opportunities to the sales team
- Work with the communities’ team to ensure lead coverage at all virtual meeting and a balance between clients and target clients
- Build pride and loyalty amongst the community, encouraging adoption and using it to create advocates
- Sales: Drive customer growth by executing the initial phase of the sales process and closing defined business opportunities
- Manage and triage sales inbound requests
- Lead initial communication with target customers
- Complete accurate tracking of the sales pipeline leads in Airtable
- Qualify and engage leads
- Execute introduction calls and platform demos for defined leads
- Intelligence gathering and market research to identify new target customers and market segments for our client
- Crafting content and executing LinkedIn campaigns to engage these target customers and generate leads for the sales pipeline
Education/Experience:
- 2-5 years’ experience in a sales executive/customer success manager/ account executive role
- Degree in Science or Healthcare would be preferable
- Knowledge of the health sector highly desired
- Ability to demonstrate flexibility, great energy - ready to roll up your sleeves and get things done
- Experience working in a fast-paced event environment managing clients and contributing to growth
- Ability to work independently and collaborate in a remote-first, fast-paced environment
- Able to live and work in Ireland