HearLink
Customer Success Manager
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Fixed term contract 9/12 months - Matt leave cover however possible opportunity for it to be come permanent
Salary - £38,000 - £45,000 (experience related)
Company Description
HearLink is a dedicated patient management system created by audiologists for audiologists, focusing on simplifying complex and costly technology in hearing care practices. The platform is designed to support efficient, high-quality patient management while meeting the practical needs of modern audiology clinics. With over 10 new releases every month, HearLink is recognized as one of the fastest-growing and innovation-led audiology systems. Team members join a forward-thinking environment where product enhancements are frequent and user feedback is highly valued.
Role Description
The Customer Success Manager contract role is responsible for supporting audiology practices using HearLink, ensuring they gain maximum value from the platform. Day-to-day tasks include:
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- Onboarding new customers
- Providing product training and guidance
- Responding to customer inquiries
- Proactively monitoring account health to promote satisfaction and retention
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The role involves analyzing customer usage data, identifying opportunities for improvement, and collaborating with internal teams to resolve issues and enhance the customer experience. This is a hybrid position based in the Greater Derby Area, with a 2 days a week in office and 3 at home arrangement.
Qualifications
- Strong customer-focused skills, including Customer Service and Customer Satisfaction, with a commitment to delivering a positive and consistent client experience.
- Ability to build and maintain productive client relationships, leveraging Relationship Building and Customer Retention skills to support long-term partnerships.
- Solid Analytical Skills to interpret customer data, track performance metrics, and identify trends that inform success plans and product improvements.
- Experience in customer success, account management, or similar roles, ideally within SaaS, healthcare, or audiology-related environments.
- Excellent communication and presentation skills, with the ability to explain technical concepts in clear, accessible language.
- Strong organizational and time-management abilities to handle multiple customer accounts and priorities in a hybrid work setting.
- Comfort working with CRM and customer success tools; familiarity with patient management or clinical systems is an advantage.
- Relevant education or training in business, healthcare, audiology, or a related field is preferred, or equivalent professional experience.
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