Customer Success Analyst Remote
Job description
About Surgery Hero
Surgery Hero is a digital clinic that helps people prepare for and recover from surgery at home. Our mission is to help 100 million people have a successful operation.
The Surgery Hero team combines clinical science with consumer tech, backed by regulatory and research expertise having helped build companies such as Huma, Spotify, and the NHS. Come join us and do some of the most important work of your career.
About the role
We are looking for a customer success manager who can help us scale our business, providing exceptional service for clients and partners and helping Sapien to grow in both its healthcare provider and employer business verticals.
In this role you will be responsible for onboarding new clients and ensuring the retention and growth of our existing customer base. Your primary goals will be to increase product adoption and ensure our customers are getting as much value as possible from Surgery Hero. When our customers achieve their goals, retention and growth follows. This customer-centric mindset extends past the Customer Success team and is a core value and ethos across the business.
WHAT YOU’LL BE DOING
Improving and creating new Customer Success team processes including customer onboarding, customer training, product adoption, and more
Surveying users and making recommendations to ensure users get more impact from our solutions
Maintain a balanced proactive/reactive relationship with your assigned accounts
Managing real time queries and compiling progress reports
WHAT YOU’LL BRING
Some experience in a customer success team at a technology company, preferably in healthcare or life sciences
Exceptional customer service skills and the ability to coach this in new staff
A growth mindset that has been demonstrated by the ability to grow strategic accounts and contribute to financial objectives
A quantitative approach: an understanding of the key metrics Sapien should monitor and how to effect improvement in them
Hybrid role - primarily based in the Surgery Hero London offices and WFH
