Customer 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 to innovate 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 Manager with 3+ years of experience, who will work directly with high-value customers and manage customer engagement, both growing and developing a high-performing portfolio of accounts. This role will report to the Head of Customer Success and work closely with customers in a regular cadence, keeping them fully connected with Tendable's 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 who has demonstrated success in achieving high renewal rates and upsell revenue. The Customer Success Manager will work collaboratively to ensure customers receive the maximum value and ROI from their investment in Tendable.

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 ensure that customers achieve business success and consequently renew and grow their business with us. You are a thought leader who is comfortable working alone, whilst being keen to learn and contribute to the wider team. You have 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 customer relationships to promote retention and loyalty, ultimately improving customer lifetime value.
• Create strategic relationships with key customer stakeholders and expand existing relationships to uncover new opportunities and deliver strategic value.
• Develop deep customer understanding and knowledge of Tendable products, and act as a change agent by advocating for best practices and helping customers successfully adopt and utilise the Tendable app.
• Achieve transactional growth and monitor key metrics (churn rate, NPS, and C-SAT) across the client portfolio.
• Own the full customer lifecycle and lead internal cross-functional initiatives to improve customer touchpoints, starting at the point of implementation.
• Contribute to the Customer Success strategy and help to upskill the team by defining best practices and sharing your knowledge.

You’ll have:

• Minimum of 3 years of experience in either Management Consulting, solution delivery or enterprise Customer Success Management, preferably in a high-growth B2B SaaS business.
• The ability to develop and strengthen customer 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.
• Hands-on experience leading digital transformation initiatives in complex organisations.

Nice to have:

• Healthcare or public sector experience.
• Degree education or equivalent.
• Managing revenue growth.

Your benefits:

• Competitive market salary with pension contribution up to 7%
• Annual commission plan
• Individual personal development budget plus 3 days leave per annum
• 25 days annual leave
• 24/7 employee assistance programme
• The opportunity to join an exceptional start-up business backed by blue-chip VCs throughout our 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.

Department

Customer Success

Locations

London Office

Remote status

Hybrid Remote

Already working at Tendable?

Let’s recruit together and find your next colleague.