Technical Customer Success Manager

InsideOut; London; Hybrid; GBP 40,000 - 80,000

Job description

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Location: Hybrid, 3 days a week (London)
Type: Full-time

About InsideOut

InsideOut is a fast-growing health tech platform on a mission to transform mental health care through innovation. Powered by Remi, our AI mental health coach, our AI-driven platform integrates mental and physical health insights to provide personalised, scalable, and stigma-free support. We believe in changing lives, breaking barriers, and making mental health accessible to everyone-and we're doing it with boldness, passion, and a relentless drive for innovation.

The Role

We're looking for a Technical Customer Success Manager to join our high-energy, mission-driven team. This role is perfect for someone who thrives in a fast-paced start-up environment, where hustle, grit, and a determination to defy the odds are essential.

You will be at the intersection of customer success, user happiness, and product innovation, helping to shape the way users engage with InsideOut. This is not just a customer-facing role-it's a hands-on opportunity to drive product improvement, user research, and engagement strategies to create a seamless and impactful experience for our customers.

Requirements

What you'll be doing

1. User Research & Trials: Lead user research trials from start to finish-including user recruitment, data collection, and in-depth analysis to extract valuable insights.
2. Product Research & Design: Collaborate with the team to conduct UX research, usability testing, and feature validation to refine and enhance the InsideOut experience.
3. Project Delivery: Keep everything on track with risk logs, Gantt charts, and structured project plans to ensure smooth execution.
4. Customer Onboarding & Success: Develop and lead best-in-class onboarding experiences, ensuring new users and customers see value from day one and stay engaged.
5. User Engagement & Retention: Track and analyse engagement metrics, then devise creative strategies to boost user adoption and hit key growth milestones.
6. Customer Communication: Own the comms strategy-ensuring regular touchpoints through emails, in-app notifications, webinars, in-person events, and community-building initiatives.
7. Continuous Improvement: Take the lead in identifying friction points in the user journey and working cross-functionally to improve the InsideOut app, processes, and user experience.

What we're looking for

1. 5+ years of experience in a Technical Customer Success, Product Research, or UX role within a SaaS, digital health, or AI-driven company (ideally in a start-up).
2. Experience with user research methodologies, data analysis, and product validation.
3. Strong project management skills-comfortable with Gantt charts, risk management, and structured delivery plans.
4. A data-driven and AI-first approach, with the ability to measure and optimise engagement metrics and use the latest AI tools to assist with day-to-day tasks.
5. Exceptional written, presentation, communication, and interpersonal skills-able to engage, excite, and support customers effectively.
6. A natural problem-solver who takes ownership and thrives in an agile, start-up environment.
7. A self-starter, who demonstrates an entrepreneurial approach and attitude, who understands what it takes to work in a startup environment.
8. Someone exceptional with creativity, hustle, grit, sheer determination, and a growth mindset.
9. Passion for mental health, wellbeing, AI, and digital innovation.

Benefits

• Competitive salary dependent on experience
• Performance-based bonus structure
• Generous share options package
• 25 days' annual leave (plus bank holidays) and your birthday off
• 6 therapy/coaching sessions per year
• Unlimited use of InsideOut's mental fitness tools for you and your family
• Regular team socials and an annual team retreat
• Company pension scheme