Customer Success Manager

Liminal Health works with employers to provide health coaching and personalised content to their staff affected by chronic conditions, activating behaviour change.

The role of Customer Success Manager is responsible for ensuring that each of our current clients is enjoying their experience of Liminal Health, that their employees are continually signing up for our services when needed, that churn is managed and reduced as much as possible, and conversion from pilot to full contract is maximised.

This person will also have responsibility to secure new business and carry out sales on behalf of Liminal. The role holder will follow our existing procedures but also take initiative to improve our sales process, contributing to our ultimate goal of building a repeatable sales process.

As an early member of a fast-growing startup, the role is very dynamic and multi-faceted. The role will work closely with clients, suppliers and internal stakeholders, including our content team and the leadership team, to ensure that all clients have a great experience.

This role would suit a self-starting, enthusiastic individual, with experience in sales and / or customer service, who’s passionate about prioritising health and wellbeing to improve people’s lives, and is keen to work in an exciting and dynamic startup.

Main Duties and Responsibilities

• Onboard new corporate clients in a timely and friendly way;

• Ensure strong adoption and ongoing engagement throughout the customer’s lifetime - this includes ensuring individual employees are properly matched to a coach and complete all sessions which their employer has paid for on their behalf;

• Be a main point of contact with our corporate clients - delighting them as much as possible by building trust, and creating meaningful relationships;

• Converting clients from pilot to full contract;

• Ensure renewal of clients - meeting targets (to be determined);

• Serve as the primary contact to manage and resolve any critical situations. These could include:

• coaches connecting to individuals

• zoom call issues

• calendar issues

• booking issues

• Email issues;

• Tracking individuals' progress in coaching, ensuring they complete our onboarding contracts and feedback surveys;

• Identify and forecast risk as well as growth opportunities within clients;

• Identify product improvements or new products for Liminal;

• Upselling workshops;

• Sales during downtime from customer support - helping us build a repeatable sales process;

• Keeping our Customer Relationship Management (CRM) system up to date with sales activity completed and planned, and client activity;

• Follow-up on sales leads with emails, collateral, setting up pitches, conducting pitches in time;

• Brief the business development, content teams and leadership on client issues as required;

Experience, attributes and knowledge required

• Background in Sales, Client Services, Support, or Product is essential

• Able to quickly establish rapport with clients and individuals

• Ability to listen effectively to clients, understand the root need behind requests, and come up with creative solutions to client problems

• Adaptable and resilient in the face of changing or challenging circumstances

• Customer-focused

• Self-motivated

• Process-driven and organised

• Great time management and prioritisation skills, with the experience of working within a team and challenging workload

• Energy, enthusiasm and a positive outlook

• Able to work as part of a remote team effectively

• Able to communicate well with internal Product, Technology, Content and Leadership team members to deliver an amazing customer experience

• Excellent writing, spelling and grammar skills, and attention to detail

Technical skills required

• Technically proficient – able to learn new tools and platforms quickly (i.e. Airtable, Notion, Google Drive, Hubspot)

• Good understanding of Word, Excel, Powerpoint and G Suite

• Interested in and immersed in the health and wellbeing domain - demonstrated by engaging online in forums, with the community on social media, and building their personal brand around our market domain

Location

UK-wide. Liminal Health operates as a remote-only company, which means you can work from anywhere! We have weekly team meetings which employees must attend over video conferencing, but your hours are your own to set.

Compensation

• £30,000 - £35,000 depending on experience

• Equity option

• Cash contribution to home office set-up

• 25 days holiday (plus 1 day each year up to maximum of 33 days)

• 3 matched volunteer days per year

• Basic pension contribution

About Liminal Health

Liminal Health is a VC-backed healthtech startup, providing digital health coaching and content to people affected by chronic conditions such as cancer, diabetes, heart disease and most recently, long COVID. We work with employers - helping companies coach their people to better health and increased engagement, while reducing churn. For individuals, coaching helps them make small yet achievable changes, and be proactive in their wellbeing.

Our Values

1. Uplift & Empower
2. Empathy for all
3. Prioritise health & wellbeing
4. Operate with Respect
5. Earn trust with transparency

6. Learn by doing