Customer Success Manager (£30k-£45k)

Practi; London; On-site; GBP 35,000 - 65,000; Full time

Job description

Practi is building the FinTech for UK Healthcare. At a time when the healthcare landscape in the UK is changing rapidly, we're building solutions for both healthcare professionals, and patients, that increase access to healthcare for everyone.

54% of patients who attend a private medical clinic for an assessment consultation, then decide not to move forward, and our research tells us this either due to patient anxiety and/or affordability of the treatment.

Practi has built a platform that allows clinicians to give their patients a premium experience with educational treatment content to ease anxiety about moving forwards, with an embedded finance solution that allows patients to apply for finance to eliminate affordability as a barrier to receiving healthcare.

Practi is a corporate venture, proudly part of the Simplyhealth group (a purpose-driven B Corp), which means we have all the financial stability and industry expertise or an established player, but with the agility and autonomy of a start-up.

We're passionate about solving these issues for everyone, and whilst we've started in the Dental sector, we have big plans to expand across multiple healthcare verticals. We've got a world-class leadership team onboard, led by a successful serial entrepreneur, and we're actively building out the team as we begin to scale - come join us!

Your responsibilities:

• The Customer Success/Engagement Manager is the face of the company to our growing client base. You will focus on providing a high-class experience to all customers and contribute to the continued growth of the company.
• Be responsible and take ownership for the health of your own accounts.
• Constantly on the lookout for new ways to improve the experience of our customers. You will enjoy finding new ways to delight our customers.
• Dynamic attitude to solution finding and thinking outside the box when a system/outreach is required.
• Proactively outreach to help our customers maximise the benefit of Practi and never settling for mediocrity.
• Liaising with our Sales/Ops teams to improve outreach to drive product adoption.
• Manage cancellation requests from your portfolio of customers and owning customer retention.
• Use data to identify and monitor customer health scores and proactively identify at-risk clients.
• This role will report into the Customer Success Lead.

Requirements

• Prior experience in a client management role and defining the customer engagement function.
• You will have a proven track-record in managing and engaging in client relationships. You must be highly attentive, organised, and proactive. You will enjoy finding new ways to delight our customers.
• Customer-focused mindset: every action you take is for the benefit of the customer.
• You're looking to drive your career forward by joining a dynamic and fast-growing company that offers the opportunity for you to develop your skills quickly.
• Possess strong written communication, problem solving and analytical skills.
• Demonstrable experience in managing customer accounts, preferably within a SaaS business.

Benefits

• Up to 10% in employer pension contribution.
• 28 days holiday (excl. bank holidays - 36 total).
• A health cashplan.
• 4x Life Assurance.
• £600 Health & Wellbeing budget.
• Quarterly Team Away Days.
• Flexible Working.
• Opportunities to grow with the business.

Working Pattern: 3 days a week in the office.

Location: Zone 1 (Working From_Southwark, 32 Blackfriars Road, Southwark, SE1 8DP).

The importance we place on Equity, Diversity & Inclusion

Building a company to serve clinicians and patients in healthcare means we need to maximise our diversity of thought, so we can bring the best solutions to bear on such important problems. We also know that diversity of thought is a product of diverse talent, which manifests itself in many ways.

Gender, sexual orientation, ethnicity, neurodiversity and socio-economic background are all dimensions that we care about and we encourage applications from typically under-represented groups.

40% of our amazing colleagues are female and 42% are people of colour - whilst these only represent two aspects of diversity, we are consistently looking for new ways to find, attract and retain incredible colleagues.

Our Values at Practi

• Courage: Choosing bravery over comfort, we stand firm in our values and tackle difficult tasks head-on. We lean into challenges, knowing that progress requires resilience and bold action.
• Trust: We count on each other by fostering an environment of transparency, integrity, and accountability. With ownership of our actions, we create a foundation of reliability, allowing us to operate with autonomy while supporting each other when needed.
• Ambition: Unapologetically bold, we push ourselves to achieve more, constantly striving for excellence. We drive progress with pace, always questioning the status quo and finding new ways to make a meaningful impact for both our team and our customers.
• Play: We believe in taking our work, but not ourselves, seriously. By bringing levity and joy to our day-to-day, we create a positive atmosphere where we can do our best work, celebrate successes, and build meaningful relationships with each other.
• Humanity: Empathy, compassion, and inclusion are at the heart of how we operate. We bring our whole selves to work, creating a supportive and safe environment where everyone feels valued. By practicing active listening and kindness, we strengthen our team and our culture.
• Curiosity: We are committed to continuous learning, always seeking new knowledge and growth opportunities. With humility, we approach each day with a hunger to improve, knowing that small, consistent steps lead to transformative results over time.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other
• Industries
• IT Services and IT Consulting