Limbic is making quality mental healthcare available to everyone, everywhere.

We’ve built a virtual therapy assistant to support patients and clinicians along the talk therapy care journey, enhancing therapist productivity while also keeping patients engaged along the care journey.

This is something incredibly important. The global demand for mental healthcare is ever rising, and the supply of clinicians can't keep up. Increasingly therapists are reporting symptoms of burnout. On the other side, we all wish the best care for anyone going through a tough time. Limbic is here to create a world where anyone can get access to the highest quality mental healthcare, wherever they are.

The Customer Success Manager (CSM) ensures customers achieve their desired outcomes while using the company’s products or services. The CSM acts as the main point of contact for customers, managing the relationship, understanding customer needs, providing product expertise, and guiding customers through their journey from onboarding to achieving success with the product. The role involves working closely with various departments, including Sales, Support, and Product Development, to ensure customer satisfaction, retention, and growth.

Key Responsibilities:

• Customer Onboarding:
• Lead the onboarding process for new customers, ensuring a smooth transition from Sales to Customer Success.
• Develop and execute tailored onboarding plans to meet customer needs and timelines.
• Provide training and resources to help customers become proficient in using the product.
• Relationship Management:
• Build and maintain strong, long-lasting relationships with customers, acting as their trusted advisor.
• Regularly check in with customers to ensure they are achieving their goals and utilising the product effectively.
• Address customer concerns, issues, and requests in a timely manner.
• Customer Advocacy:
• Act as the voice of the customer within the company, providing feedback to internal teams to drive product improvements.
• Advocate for customer needs and collaborate with Product and Support teams to resolve issues and enhance customer experience.
• Renewals and Upsell:
• Monitor customer health and proactively identify opportunities for upselling or cross-selling additional products or services.
• Work towards ensuring high customer retention rates and successful contract renewals.
• Present product enhancements, updates, and new features that may benefit the customer.
• Performance Metrics:
• Track and report on key performance indicators (KPIs) related to customer success, including customer satisfaction, product adoption, churn rate, and net promoter score (NPS).
• Develop strategies and action plans to improve customer success metrics.
• Customer Education:
• Create and deliver educational materials, webinars, and resources to help customers maximise the product's value.
• Provide ongoing support and guidance, ensuring customers stay informed about best practices and product updates.
• Problem Resolution:
• Act as the first point of contact for customer escalations, working to resolve issues quickly and effectively.
• Collaborate with the Support team to address complex technical issues and ensure customer satisfaction.

This role is pivotal in driving customer satisfaction, retention, and growth. A strong CSM can make a significant impact on the overall success of the company by ensuring that customers achieve their desired outcomes and see the value in the products or services offered.

Requirements

Education:

• Degree in Business, Marketing, healthcare, or a related field. Experience considered as alternative.

Experience:

• 3+ years of experience in customer success, account management, or a related customer-facing role.
• Experience in the healthcare is a plus.

Skills:

• Strong interpersonal and communication skills, with the ability to build relationships with a diverse customer base.
• Excellent problem-solving skills and the ability to think critically and creatively.
• Proficiency in customer relationship management (CRM) tools and other customer success software.
• Strong organisational skills and the ability to manage multiple tasks and priorities.
• Data-driven with the ability to analyse metrics and make informed decisions.

Competencies:

• Customer-Centric: Deeply understands customer needs and is committed to ensuring customer success.
• Proactive: Takes initiative to identify and address potential issues before they escalate.
• Team Player: Collaborates effectively with internal teams to drive customer outcomes.
• Adaptable: Thrives in a fast-paced environment and can quickly adjust to changing circumstances.
• Results-Oriented: Focused on achieving measurable outcomes that benefit both the customer and the company.

Benefits

• Competitive salary
• Professional development budget
• Twice a year company-wide meetups
• Monthly fun virtual activities
• 25 days PTO
• Equity share options
• Remote working
• Flexibility regarding fully remote, from our central London office or hybrid
• Professional development budget
• Twice a year company wide meet-ups in Europe
• 25 days PTO
• Paid maternity, paternity, parental leave packages
• Equity share options
• We take employee wellbeing seriously at Limbic and in addition to the above we offer:
• Quarterly ‘life’ days
• Access to mental health support
• Monthly wellbeing initiatives