_{29th November, 2025}

Due to rapid and exciting growth, we are working exclusively with a regular client who is looking to hire an exceptional Customer Success Manager to join their dynamic UK team.

Our client is a major European player within the care technology sector providing innovative solutions to enhance the quality of life across the elderly care sector with a predominantly care home client base.

This position will require an infectious & confident personality, passion for software, excellent problem solver, patient trainer and a proven track record as a Customer Success Manager.

How You Will Contribute

• The Customer Success Manager will be pivotal in helping to grow market share.
• Schedule regular onboarding and training sessions with the customers to excite & demonstrate the value of the full product range.
• Up-sell to customers, promote premium features, and highlight key capabilities & functionality of the SaaS to help customers improve their service offering to their customers.
• Go above and beyond in terms of providing excellent levels of customer service, ensuring that bespoke solutions are in place to meet the specific needs of each customer.
• Build the foundation for a long-term, mutually beneficial business relationship with each customer.
• Troubleshoot, resolve, and document customer questions and issues with their Vagaro software.
• Increase customer retention by decreasing new customer cancellations due to being unfamiliar with the new technology.
• Be the initial Voice of the customer by cataloguing their responses and providing feedback to the wider Team.
• Attend customer and industry events, increasing awareness and understanding of this best in class software.
• Share good news, celebrate success and be on a continual learning journey.

What The Role Involves:

Following up: with clients from pre-installation to post-installation of products.
Onboarding: Assisting new clients with the implementation and integration of the SaaS healthcare technology into their existing systems.
Training: Providing training sessions or resources to clients to ensure they understand how to use solutions effectively.
Relationship management: Building and maintaining strong relationships with clients, acting as their primary point of contact for any questions, concerns, or support needs.
Customer support: Addressing client inquiries, troubleshooting technical issues, and providing timely resolutions to problems.
Continuous improvement: Contributing to the refinement and improvement of customer success processes and strategies.

What we are looking for:

• Great communication skills, adapting communication based on who you talk to.
• Able to identify key stakeholders and understand their point of view.
• Understanding of complex organisations and change management.
• Persuasion and negotiation skills.
• Independent and self-going.
• Basic IT and computer skills. The product specific tech can be learned.
• Previous experience, preferably from a similar role working in a customer success management role.

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