Vero HR
Customer Success Manager
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About the opportunity:
We are the internal recruitment partner for our client, a leading healthcare benchmarking organisation, providing data, insights, and improvement support to help health and care services deliver better outcomes.
Working with organisations across the sector, we deliver national and bespoke benchmarking programmes that help our members understand performance, identify opportunities for improvement, and ultimately achieve better outcomes for patients and service users.
We're looking for a proactive and customer-focused Customer Success Manager to build strong client relationships, drive engagement and retention as well as identify and progress growth opportunities.
You'll be confident using data and insights to demonstrate value, managing customer accounts, and collaborating across teams to deliver an excellent customer experience.
Key Responsibilities:
- Managing a portfolio of current and prospective customers, building strong relationships and supporting them to maximise value from our products and services.
- Driving customer engagement, monitoring account health, and proactively addressing retention risks.
- Leading membership renewals, onboarding new customers, and maintaining accurate CRM and membership records.
- Helping customers interpret benchmarking data and insights to support service improvement.
- Identify and progress opportunities to grow membership, generate new business, and expand customer relationships.
- Developing lead generation activities, sales campaigns, and customer communications, managing new customer sales process from enquiry through to onboarding.
- Gathering customer feedback and acting as an advocate for customer needs across the organisation.
- Producing reports and analysing customer, engagement, and renewal data to support decision-making.
- Using AI and digital tools to improve efficiency, automate routine tasks, and enhance the customer experience.
- Collaborating with colleagues across insight, analytics, product, delivery, marketing, and partnerships teams to deliver an outstanding customer experience.
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Essential experience:
- Experience in customer success, account management, or a client-facing role.
- Previous experience within either NHS/healthcare or a sales environment would be beneficial.
- Experience generating leads and conducting outbound customer outreach.
- Excellent relationship building and communication skills.
- The ability to interpret data and present insights in a clear, engaging way.
- Strong organisational skills and attention to detail.
- Experience delivering value and outcomes for customers.
- Confident presentation and facilitation skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience using CRM systems and digital tools.
- Understanding of information governance and data protection principles.
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Desirable experience:
- Knowledge of the UK health and social care sector.
- Experience delivering an end to end sales process securing new business.
- Experience producing operational or customer engagement reports.
- Experience supporting customer success teams.
- Familiarity with AI tools and workflow automation.
- Experience with CRM implementation, migration, or data cleansing projects.
Why you will love working here:
- A basic salary of circa £45,000 plus a discretionary bonus scheme.
- 25 days annual leave plus bank holidays, increasing to 28 days after 18 months' service.
- Flexible working arrangements available.
- Company-funded life insurance.
- Employee Assistance Programme providing 24/7 wellbeing, counselling, legal and financial support.
- Virtual GP, physio and wellbeing services through our Spark wellbeing programme.
- Healthcare cash plan.
- Pension scheme.
- Eye test support.
Interested? Then APPLY now for immediate consideration.
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