Growth & Customer Experience Manager

TympaHealth•London, CA

21h•Hybrid

About The Position

The Growth and Customer Experience Manager is a new role within TympaHealth that is key in enabling the Company to grow and develop. This is a position that leads our customers from onboarding through training to successful utilisation of our service and your guidance and influence will be a crucial factor in customer retention and success. This role is responsible for delivering measurable revenue and performance outcomes across the customer lifecycle, ensuring that the customers’ experience aligns with Company objectives, contractual terms and delivery standards, working with customers and TympaHealth colleagues to deliver on customer-centric projects. This is a hands-on, execution-focused role. The position supports commercial growth by driving utilisation, retention, campaign execution activity within an assigned portfolio, segment or product area. Success in this role is defined by clear performance improvement. The role does not set overall strategy but is accountable for delivering against defined commercial priorities and growth plans.

Requirements

prior experience working as a Customer Success Manager in a B2B SaaS and / or B2B healthtech business
experience delivering commercial or activation campaigns
the ability to analyse and report on customer health and churn metrics drawing insight from the data
understanding of business goals, market trends and customer needs to inform customer delivery
excellent verbal and written communication skills to effectively collaborate and influence company stakeholders at various levels and areas of expertise e.g. clinical and technical
a valid UK driving licence and the capacity to work remotely at least two days a week

Nice To Haves

experience in a clinical business environment would be advantageous

Responsibilities

Executing and implementing customer experience strategies aligned to business goals and ensuring customers are realising the full value from our products and service.
Working with customers from enrolment to engagement, identifying those needing guidance and support to aid utilisation of specific features as well as how they promote and engage with patients.
Supporting high-value, strategic accounts in collaboration with the Key Account Director, including collaborating on upsell / cross-sell strategies, conducting business reviews with key clients, resolving escalated issues and maintaining relationships with customer stakeholders.
Executing strategies that boost usage, satisfaction and retention by establishing and nurturing strong, long term relationships with key decision-makers and practitioners.
Bridging the gap between implementation, marketing, sales and support and collaborating with departments to drive customer experience. This will include working with product to incorporate customer feedback into the roadmap, partnering with sales on upsell and cross-sell strategies and coordinating with marketing on customer experience stores and case studies.
Running and driving the successful delivery of campaigns that drive usage and service delivery.
Working with implementation to guide a smooth onboarding, training and growth process for new and existing customers (post sign-off).
Using data (usage and key performance indicators) and analytics to address pain points review customer feedback, identify trends and drive improvements.
Day to day monitoring of account utilisation, providing regular reports and insights on customer metrics to your line manager.
Providing commercial support and running awareness days at customer locations, minimum two days a week.
Providing basic clinical support and escalating internally for clinicians needing specialist input.
Executing growth and customer performance initiatives across assigned accounts.
Driving utilisation, retention and expansion through structured delivery.
Implementing campaigns and commercial programmes with ROI tracking.
Supporting renewals and upsell activity with performance data and insight.
Activity monitoring and leading / contributing to account reviews and reports.
Performing other duties as assigned by the Chief Hearing Solutions Officer.
Delivering measurable revenue and performance outcomes across the customer lifecycle.
Driving business expansion by enhancing customer knowledge, satisfaction and loyalty.
Owning the post-sale experience and outcomes for nominated accounts and acting as the single Customer Experience point of accountability.