Customer Success Manager

MEG is on a mission to drive a culture of Quality Improvement in Healthcare. With UX at the core of everything we do, we are creating innovative technology solutions for frontline healthcare workers, primarily to improve quality standards and patient safety.    

Already working with world-leading hospitals around the world, MEG is continuing its expansion to include both local and international markets. We are hiring new members to our team to help us on this journey.

The full-time role is to start immediately and on a remote working basis, providing flexibility and a work/life balance that suits you. We encourage our team members to take an active role in developing their own skills and give them plenty of autonomy and support to do so.

We are seeking an experienced and dynamic Customer Success Manager to join our team to lead our customer success and upsell management efforts, ensuring that our customers receive exceptional service and value from our product.

• Location: Flexible, preference for UK or Ireland-based candidate

• Job Type: Full-time

Responsibilities:

• Lead and manage both the Customer Support team and Upsell management to ensure that our customers are achieving their desired outcomes and expanding their use of our product.

• Develop and execute customer experience strategies to ensure customer satisfaction and loyalty, while maximising upsell and revenue opportunities.

• Partner with the sales team to identify opportunities for upselling our quality management system modules to customers and work with the team to close these deals.

• Work with the product team to ensure that the product meets customer needs and identifies new opportunities for product development.

• Conduct regular check-ins with customers to identify opportunities for account expansion and ensure their continued success and satisfaction.

• Develop and execute onboarding and training programs for new customers to ensure they are set up for success with our product.

• Analyse customer usage data and provide reports to senior management on customer health, upsell performance, and customer experience metrics.

• Develop and implement customer engagement and retention programs to increase customer satisfaction and loyalty.

• Stay up-to-date with the latest industry trends and developments, and incorporate this knowledge into customer experience strategies.

What you can expect in the first 30 days:

• Learn about the company, team, product, and customer base

• Develop relationships with customers, understand their needs, and gather feedback.

• Dive into data to identify opportunities for customer success and upsell management.

What you can expect in the first 90 days:

• Refine customer success and upsell strategies to align with goals and customer needs.

• Implement new programs with teams to improve customer experience and increase upsell opportunities.

• Develop and implement metrics to measure program success, and regularly engage with senior management for feedback and updates

What you can expect in the first year:

• Achieve desired results of the 2023 Customer Success plan, including high customer satisfaction levels, reduced churn, and increased revenue.

• Analyse data to optimise and iterate strategies for meeting goals and customer needs.

• Collaborate with sales and product teams to cultivate a customer-centric culture, and identify opportunities for growth in product development and cross-selling.

Qualifications:

• Bachelor’s degree in business, marketing, or a related field.

• 3+ years of experience in sales and customer success within a SaaS-based company,

• Experience in selling to hospitals and healthcare organisations is strongly preferred.

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.

• Strong analytical skills, with the ability to analyse customer usage data and identify trends.

• Proven track record of meeting or exceeding customer experience, customer success, and upsell targets.

• Experience managing and leading teams, including cross-functional teams.

• Ability to work independently and manage multiple priorities in a fast-paced environment.

• Familiarity with CRM and customer success tools is strongly preferred.

Salary

Dependent on the applicant’s experience.

Benefits

• 25 days annual leave per year plus bank holidays

• Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance

• Company-funded social events

• For employees who choose to work in the office, MEG offers cycle-to-work and public transport commuter schemes and encourages employees to take part

• Investment in your professional development and opportunities for career progression

• Comfortable office space in a co-working environment in Dublin city for those who prefer hybrid or office-based working arrangements

• An open and democratic work culture where everyone can contribute, learn and teach