OneTouch
Customer Success Manager
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OneTouch Health
OneTouch Health is the home care management platform trusted by providers across Ireland, the UK, and Australia. Our software helps care organisations deliver better outcomes for the people who need them most — and we're growing fast.
We're looking for a Customer Success Manager to own a portfolio of UK customers and make sure they get real, measurable value from working with us. This is a role for someone who thinks commercially, builds trust quickly, and genuinely enjoys helping customers succeed.
What you'll do
You'll own the full customer lifecycle for your accounts — from onboarding through to adoption, renewal, and expansion. Day to day, that looks like:
- Building strong relationships with stakeholders and executive sponsors across your portfolio
- Developing success plans tied to each customer's business objectives, and tracking the metrics that matter
- Driving product adoption and time-to-value, and running regular business reviews that focus on outcomes
- Monitoring customer health, spotting churn risks early, and acting on them
- Leading renewal conversations and partnering with Sales on expansion and upsell opportunities
- Managing escalations, working closely with Support, Implementation, and Product to resolve issues
- Feeding customer insight back into the business to shape our product and our roadmap
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What we're looking for
- Proven experience in a Customer Success, Account Management, or similar customer-facing role within SaaS
- A commercial mindset — you're comfortable leading renewal and expansion conversations
- Strong relationship-building skills with stakeholders at all levels, up to and including the C-suite
- Data-driven — you use customer health metrics, usage data, and KPIs to prioritise and make decisions
- Excellent communication skills, both written and verbal
- Self-starter who thrives in a remote-first environment
- Experience in healthcare, home care, or a regulated industry is a plus, but not essential
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What we offer
- A genuine voice in how we grow — we're at a stage where your impact will be visible
- A supportive, collaborative team that takes the work seriously without taking itself too seriously
- Investment in your development and career progression
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