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⚡️ Your mission

The mission of an Enterprise Customer Success Manager at Birdie is to be a partner, trusted advisor and advocate, for some of Birdie’s most strategic partners.

Ultimately responsible for mitigating churn & gross revenue retention risk, you will support the successful implementation, adoption and growth phases of the customer life cycle with Birdie.

Through the execution of outstanding customer success management you will help our customers grow the number of care recipients being cared for via Birdie. This role is critical to achieving Birdie’s overall goal of radically improving the lives of 1 million older adults.

🦸‍♀️ How you will contribute

• Own the overall relationship with your portfolio of customers, which includes: increasing adoptions, ensuring retention, and delivering satisfaction. Doing this through developing and managing success plans in collaboration with the customer and the Birdie Account Team.
• Coordinating, project managing and executing critical activities throughout the adoption & growth phases of our customer life cycle, in pursuit of the objectives outlined in your success plan.
• Forming deep relationships and trusted advisor status with key ‘champions’ at the account to drive continued value. Ensuring Birdie is the first choice when the customer rolls out home care technology across their business.
• Develop, prepare, and nurture customers for advocacy and product beta programs.
• Analysing usage patterns to provide insights and guidance during Quarterly Business Reviews, or more frequently for at risk customers who may require more proactive support.
• Being the bridge between the customer and our commercial, product and support teams, effectively communicating risk, priority and business value.
• Becoming an expert in Birdie products and solutions, the home care market and your customers' business.

Requirements

🤩 We’d love to hear from you if have:

• You have a minimum experience of 3+ years in Customer Success Management, Project Management or equivalent history of increasing customer satisfaction, adoption and retention.
• You have a strong drive to drastically improve how home care is delivered to the elderly leveraging new technological solutions and flexible care models.
• You have excellent communication skills, you can easily explain the benefits of the service and feel comfortable to be the first point of contact for senior stakeholders.
• The ability to work with your customers to define KPIs enabling a clear understanding of their success criteria and ongoing realisation of those results.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organisation, including executive.
• Experience in working cross-functionally on a daily basis. Being the bridge that connects the users with the rest of internal teams (Customer Support, Sales, Product, etc).
• You are very well organised and able to bring structure, transparency and efficiency in a multi-tasking working environment; you execute tasks swiftly, efficiently and with the highest standards of quality and rigour.
• Ability to quickly become highly knowledgeable on Birdie’s solutions, capabilities, implementation best practice.
• You are comfortable with a start-up environment, fast-moving projects and agile approaches - ability to switch contexts.
• You get things done and are not afraid to roll up your sleeves and take responsibility.
• You are passionate, driven and can self-motivate.

These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a erse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies.

Benefits

🙌 What are the benefits?

People are our core strength. We are social entrepreneurs, boasting an outstanding culture (employer net promotion score of 67) with strong values (B-Corp certified). We offer exceptional benefits and invest massively in our team's happiness, wellbeing and growth:

✨ Compensation

Our salary packages are competitive, the role is £50k. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK.

🏝 Flexible

With Covid-19, we have decided to be a fully distributed team with Birdie's working across the globe. We organise quarterly in-person events and online socials to make sure you can meet up with peers. If you want to come to the office, you're most welcome of course!

🌱 L&D budget

Growth is key. You'll have a personal development budget to put towards books (e.g., free audible subscription), courses, trainings and conferences; continuous coaching within the team and with external experts

🌴 Base holiday

33 days base holiday (25 days + 8 bank holidays) + Christmas eve day off

🎄 Christmas leave

Birdie closes between Christmas and New Year so you can have some down time with your loved ones. This is in addition to your base holiday!

🎂 Birthday leave

You can take your birthday off when it falls on a weekday! (effective from 1st Jan 2023)

👩‍⚕️ Private health insurance

Private health insurance with Vitality that covers many physical and mental health costs

☀️ Gym and wellbeing memberships

Gym membership and numerous other wellbeing perks and discounts via Vitality

🚲 Cycle to work scheme

Birdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months

🧘 Wellbeing Leave

10 days of paid leave outside of our generous Sick Leave policy, for when you need to revive and reset.

👼🏽 Parental Leave

Highly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.

🐣 Fertility Leave

Birdie recognises the emotional and physical challenges which may arise during fertility treatments, and supports all Birdies by offering 5 additional paid days of leave.

👵🏻 Pension employer contribution

Birdie contributes 4% of your salary to your pension.

⛷ Frequent company socials, trips and meals

We organise many socials, quarterly retreats and annual trips (like our epic ski trips)

🤗 Exceptional culture

We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Read The Birdie Way to learn more.

❓Why Birdie?

Join Birdie and seize this unique opportunity to shape the future of a transformative tech startup, to create positive social change, and develop yourself very fast in a flexible, close-knit & transparent organisation.

We have a grand vision to transform how society deals with ageing, starting with radically improving the lives of 1 million older adults in the next 3 years. We dream big and speed is of the essence.

We’re all entrepreneurs at Birdie. We’re a flat organization, with no manager to tell you what to do but a community of peers and coaches to support you.

We’re highly collaborative and iterative. Everything we do is transparent to anyone, be it objectives and key results, compensation packages and equity or strategic conversations.

Growing with trust is key. Everyone sets their own development plan and gets support to learn fast, from training to books or coaches. We live by radical candour: we give honest feedback and care deeply & personally about each other.

Join us now to improve the lives of millions!

⚖️ Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neuroersity status or disability status.

We endeavour to embrace ersity, and promote an inclusive environment for all Birdies, and actively work towards this with our Diversity & Inclusion Committee.

If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.