Maternity Cover Role on a 12 Month Fixed Term Contract

The Customer Success Director is a strategic role within TympaHealth that is key in enabling the Company to grow and develop. This is a leadership position that oversees the customer success strategy and team. This role is responsible for developing and implementing customer success initiatives that align with business objectives, setting departmental KPIs, and collaborating with other leaders in TympaHealth on customer-centric projects.

Key Duties and Responsibilities:

• Develop and implement customer success strategies that align with business goals and ensure customers are realising the full value from our products and service.
• Set department KPIs and metrics for measuring success.
• Collaborate with leadership on customer-centric initiatives.
• Manage the customer success team, including hiring, training, and mentoring customer success managers and specialists, establishing team structure and workflows, performance management and career development for team members.
• Support high-value, strategic accounts, in collaboration with the Key Account Director, including collaborating on upsell / cross-sell strategies, conducting business reviews with key clients, resolving escalated issues and maintaining relationships with customer stakeholders.
• Establish and nurture strong, long-term relationships with key decision-makers and practitioners with our customer base, ensuring trust and satisfaction.
• Collaborate with other departments to drive customer success, including working with Product to incorporate customer feedback into the roadmap, partnering with Sales on upsell and cross-sell strategies and coordinating with Marketing on customer success stories and case studies.
• Oversee the day-to-day operations of the customer success team, ensuring that customer-facing processes are running smoothly, and driving customer satisfaction and retention.
• Oversee the onboarding process for new and existing customers (post sign-off).
• Continuously refine customer success processes and tools to improve efficiency and effectiveness.
• Review customer feedback, usage data, and key performance indicators (KPIs) to identify trends and areas for improvement.
• Provide regular reports and insights on customer success metrics to senior leadership.
• Perform other duties as assigned by the UK General Manager.

Your Profile

You are a highly versatile, energetic individual who is both a strategic thinker and detail and task orientated. You should have an entrepreneurial spirit, be practical with a positive can-do mentality. You will have:

• The ability to lead, motivate, and develop a team of Customer Success Managers and Specialists.
• Understanding of business goals, market trends, and customer needs to inform customer success strategies.
• Ability to analyse and report on customer health and churn metrics drawing insight from the data.
• Capacity to effectively communicate and collaborate with stakeholders at various levels of the organisation.
• Ability to drive organisational change, develop processes, and implement solutions.
• Prior experience working as a Customer Success Manager or Customer Success Director in a B2B SaaS, and/or b2b health-tech business.

The Company

TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. Currently, there are half a billion people in the world with disabling hearing loss. In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.

Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.

TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.