Customer Success Manager

Hybrid working - based in the office 3 days a week (HQ in Aldgate East, London)  

About us:

Tendable is a venture capital-backed, series A health-tech business providing quality assurance and improvement software to health and care organisations across the globe. Founded in 2016, Tendable has grown steadily and now supports over 100 customers across four continents.

Our mobile app makes auditing easier and more efficient for frontline staff, engaging them in quality improvement whilst also freeing up more of their time for patient care. With instant access to real-time reporting and actionable insights, our management portal provides leadership and external bodies with assurance over the quality of health
and care services.

Tendable has a mission to transform quality by equipping health and care professionals with the tools and insights to continuously improve patient care. Our growth plans are ambitious and we’re looking for driven, entrepreneurial people who are passionate
about making a positive impact to join us on this journey.

What we are looking for:

To support Tendable’s plans for growth in the UK and internationally, we are looking for a Customer Success Manager with 3+ years of experience, who will work directly with high-value customers and manage customer engagement, both growing and developing a high-performing portfolio of accounts. This role will report to the Head of Customer Success and work closely with customers in a regular cadence, keeping them fully connected with Tendable's teams, products, and service developments.

You’ll have:

• Minimum of 3 years of experience in either Management Consulting, solution delivery or enterprise Customer Success Management, preferably in a high-growth B2B SaaS business.
• The ability to develop and strengthen customer relationships across a wide range of stakeholders, particularly in large multinational organisations.
• Experience in daily cross-functional collaboration, serving as a bridge between users and internal teams.
• Strong analytical skills with experience in value qualification.
• Hands-on experience leading digital transformation initiatives in complex organisations.

Nice to have:

• Healthcare or public sector experience.
• Degree education or equivalent.
• Managing revenue growth.

Responsibilities:

• Deliver a world-class experience to an expanding portfolio of clients across the UK and internationally.
• Take a consultative approach to building cross-functional relationships for mutual success.
• Cultivate customer relationships to promote retention and loyalty, ultimately improving customer lifetime value.
• Create strategic relationships with key customer stakeholders and expand existing relationships to uncover new opportunities and deliver strategic value.
• Develop deep customer understanding and knowledge of Tendable products, and act as a change agent by advocating for best practices and helping customers successfully adopt and utilise the Tendable app.
• Achieve transactional growth and monitor key metrics (churn rate, NPS, and C-SAT) across the client portfolio.
• Own the full customer lifecycle and lead internal cross-functional initiatives to improve customer touchpoints, starting at the point of implementation.
• Contribute to the Customer Success strategy and help to upskill the team by defining best practices and sharing your knowledge.

Your benefits: 

• Competitive market salary
  
• Individual personal development budget plus 3 days leave per annum
• Company EMI share option scheme
• Pension contribution matched up to 7%
• 25 days annual leave
• 24/7 employee assistance programme
• Casual dress code
• Regular team socials and activities

Why work at Tendable?

• Work with a purpose: At Tendable, your work truly matters. There’s a real sense of pride in the impact we make within health and care organisations across the world.
• Our company vibe: We're a diverse, dynamic and fun group of colleagues who genuinely enjoy working together. Think of it like a mix of energy, drive and humour. We’re ambitious, but we don’t take ourselves too seriously. You’ll find a creative, collaborative and friendly environment where you’ll be supported every step of the way.
• Supportive and open-minded team: You’ll be joining a team that values open communication, creativity and diverse perspectives. No idea is too small, and every contribution is valued. From team-wide discussions to individual feedback, we foster an environment where everyone can thrive.
• Growth, learning and development: We encourage you to learn, grow, and explore new skills with our annual learning and development budget. Whether you’re advancing your career with mentorship, upskilling or attending events, Tendable is all about personal and professional development.
• Casual dress code with room for individuality: At Tendable, we embrace a relaxed and professional smart-casual dress code that allows you to feel comfortable while maintaining a polished appearance. We believe in creating an environment where you can express your personal style.
• Regular lunches, socials and team activities: We believe in building great relationships, inside and outside of work and we’re always looking for new suggestions to enjoy our time together, so bring your ideas!

At Tendable, we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.