Job Description

Our Customer Success team is committed to helping customers adopt Healthera as both a technology product and a holistic approach to patient management. We strive to help all of our customers across the UK get off on the right foot and continue to get the most value out of Healthera over time.

We are seeking a dynamic and experienced Director to join our team. This role is critical in ensuring our clients achieve maximum value from Healthera. Based in London or Cambridge, you will lead a fast-growing function responsible for driving customer adoption, building key relationships, and developing mission-critical workflows and initiatives all to ensure customers are growing healthily in line with the goals they have for Healthera. In addition, you will directly manage the relationships with our key customers, ensuring the growth and mutual benefit of the biggest customer revenue drivers at Healthera.

You must be a hands-on leader who enjoys leading from the front and getting into details while also being able to think and act strategically. A core priority is to be a leader for your team, acting as a mentor and a coach who can guide team members through challenging situations and help them keep customer engagements on track. You'll do this while keeping pace with rapid organisational growth and company OKRs.

Who is Healthera:

At Healthera, we're driven to build delightful digital health experiences that reach millions of users across the UK and overseas.

We provide patients with quick and on-demand access to medicines, healthcare services and products through the largest digital platform of pharmacies in the UK, including national chains such as Superdrug and Alliance Healthcare, and thousands of independent providers.

Our technology empowers patients to access faster medicine delivery and personalised medical care local to them. We reinvent the pharmacy’s operating model which leads to better patient communication, more cross-sales and stronger customer loyalty. Our platforms are already used by hundreds of thousands of patients each month for their prescriptions, 1600 pharmacies to drive their operations, and our website / app offerings are deployed 300 times over. And we're only just getting started.

You will:

Develop and maintain robust relationships with our top key clients, fostering trust and loyalty, while growing client advocacy across our customer base to enhance satisfaction and retention

Build entirely new customer experience journeys for both B2B and B2C from scratch - including implementing customer support systems, dashboards, SLAs, etc - to build a world-class experience for medicine and healthcare for our fast-growing customer base

Drive the go-to-market strategy of our new initiatives, which includes exciting offerings such as Private Clinic, Same Day Delivery, and Health Marketplace

Build and scale our customer success playbook to drive quantifiable and predictable growth across thousands of customers

Project manage internal and external initiatives to drive growth within our large customer base

Design, build and monitor key metrics (OKR) to assess the health of client relationships and the effectiveness of customer success initiatives

Lead, mentor and develop a team of customer success specialists, fostering a culture of excellence and accountability

Set clear performance goals, provide ongoing feedback, and implement coaching strategies to drive team success

Collaborate with the product team to effectively communicate client feedback and influence the product roadmap

Work closely with sales, marketing, product, and support teams to ensure a seamless and cohesive customer journey

Collaborate with the marketing team to create compelling customer success stories and case studies, showcasing client achievements and our solution's impact

The ideal candidate:

6+ years of CS leadership experience within high-growth SaaS or marketplace organisation(s)
You are customer-obsessed with a passion for understanding, driving, and improving customer adoption of Healthera
Dedicated people leader who is passionate about developing early- to mid-career team members
A leader with a bias towards action and ability to build and make the business case for CS investments
Proficiency in CRM, ideally Hubspot or a similar platform
Experience implementing new CS systems and processes
Proficiency in Google Suite/Microsoft (particularly advanced Google Sheets, Excel)
Able to derive insights and build initiatives from large data sets

We offer:

Competitive salary (based on experience)
Company share options to directly benefit from our fast growth (100% YoY)
An excellent opportunity to contribute to and be a part of building and delivering a scaling business strategy in a unique space
Private health insurance and thousands of pounds worth of health & wellbeing-related perks
Performance-based bonus scheme
Growth opportunities within the role
Experienced team, fun working environment
Bespoke training based on personal goals and ambitions

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Director of Customer Success & Experience