Customer Success Manager

Our mission is human wellbeing, and we're focusing on the breakthrough technology of personalised medicine. Since the beginning, our proprietary insight has always been that the company to create a true active learning data engine with a loss function against human wellbeing would be the one to crack it, becoming one of the most impactful companies in the world as a result. We're now in 1,100+ clinics, across 4 product lines, serve >20% of the UK population, and have solved >5.7 million patient cases in the past 12 months alone, saving an estimated 8,600 lives. We are cash flow positive, growing fast, and have a tight crew of ~35 people. We have a knights of the round table culture with a flat hierarchy, where we empower builders to have outsized impact on millions of lives, and where we collaboratively converge on the optimal action without dogma or ego.

Responsibilities

You’ll work in one of the most important parts of the business with a mission-driven team; You’ll own a portfolio of Anima customers end to end; That means onboarding new clinics, driving adoption, fanaticism and best-in-class customer retention; You’ll protect and grow the existing revenue base by building deep relationships, spotting churn risks early and driving expansion conversations; You’ll be a powerful conduit between users and our product teams, translating clinical and administrative pain points into actionable insights that shape future iterations of Anima; You’ll build and iterate on CS playbooks, processes and data-driven frameworks that make user fanaticism repeatable and scalable as we grow from hundreds of practices to thousands.

Requirements

Open only to those based in the UK; applicants from Europe will be considered if able to travel to the UK regularly for customer visits; Has 3+ years in B2B SaaS Customer Success at a high-growth startup; You understand what it takes to onboard, retain and grow complex accounts in a fast-paced environment; Has a track record of driving retention and surfacing expansion opportunities; You’ve protected revenue, reduced churn, and built the playbooks to make it repeatable; Is a gifted relationship builder who reads people fast, earns trust quickly, and can coach clinicians and practice managers toward real behaviour change; Is obsessed with customer experience; You go to extreme lengths to deliver an exceptional customer experience; Is self-starting and organised; You are intrinsically motivated and are always on top of everything you need to do; Is in the UK / European timezone and can do site visits to UK customers.