Customer Success Manager | We're hiring!

Overview

Nursebuddy’s mission is to reinvent homecare through smart, innovative technology. Our integrated homecare platform helps care companies operate more efficiently and provide a higher quality care experience. This allows people to stay in their home for longer, maintaining their independence and dignity while receiving care.

We are looking for a Customer Success Manager in Dublin to join us full-time (Monday - Friday, 9am - 5pm) in a hybrid-working capacity. (Psst: we have a lovely co-working space at Iconic Offices in Dublin 2, for when you're feeling like face-to-face time with the rest of the team).

Responsibilities

Your main responsibilities will include:

Health Score Monitoring & Churn Prevention: Regularly monitor customer health scores and implement strategies to ensure customers feel valued and supported, proactively mitigating churn risks.
System Updates & Documentation: Maintain accurate records of customer interactions and activities within our systems.
Data Analysis: Analyse trends using data to inform decisions and strategies.
Customer Training & Enablement: Organise training sessions that range from OnBoarding training to feature reviews to ensure customers maximise the value of the system.
Adoption Initiatives: Conduct webinars and other activities to promote adoption of advanced features.
Contract Renewals: Collaborate with customers to review and negotiate pricing plans, ensuring they are on the most suitable plan and encourage and facilitate transitions to annual contracts where appropriate.
Feedback Loop: Gather customer feedback and relay it to the Product and Development teams to drive improvements.
Feature Requests: Manage customer expectations around feature requests, balancing transparency with practical solutions.
Creative Problem-Solving: Address customer issues with a resolutive, creative approach, leveraging system features and workarounds when necessary.
Onboarding Experience: Partner with the onboarding team to craft an exceptional onboarding process, ensuring customers see value within their first 6-12 months to reduce churn.
Cross-Team Collaboration: Foster a collaborative culture by working closely with internal teams to align on goals and strategies.
Concierge-Level Support: Deliver personalized support to top-tier customers, including regular check-ins, quarterly business reviews (QBRs), tailored training, and data management.
Feature Development & Adoption: Collaborate with Product teams during the design stages of new features. Organise design reviews with customers and gather their feedback. Test new features, report bugs, and participate in adoption strategies and monitoring. Create help centre content and communications.

Requirement and skills

Our ideal candidate looks something like this:

3+ years in a Customer Success role supporting a SaaS product
Experience using different CRM and Customer Support platforms such as HubSpot, Vitally or Intercom
Fluent in English, bonus points if you’re bilingual in Finnish
Superb communicator with the ability to articulate messages clearly, listen to others, and engage with people
Problem-Solving Skills: A proven ability to analyse challenges and implement effective solutions.
Curiosity: A natural inclination to explore, ask questions, and continuously learn.
Resolutive Approach: A focus on resolving issues promptly and efficiently.
Creativity: The ability to bring innovative ideas and approaches to enhance customer success.
Learning Orientation: A commitment to personal and professional growth in a fast-paced industry.
Active Listening: The ability to truly understand customer and team needs through attentive listening.
Assertive Communication: Confidence and clarity in expressing ideas, fostering alignment, and building trust.
Proactiveness: A forward-thinking mindset, anticipating needs and taking initiative.
Collaboration: A strong ability to work with cross-functional teams to achieve shared goals.
Flexibility: An ability to adapt to a changing environment quickly.

What we offer you

A monthly salary of €32,000-€42,000, depending on your experience level

Plus the following benefits:

Hybrid-working, with a base in our lively Dublin co-working space
An influential role in a growing global software business - you can really carve out a space for yourself here and make a big impact
A gateway in the booming health tech industry
Flat, Nordic-style management structure with a tight-knit working environment and a flexible, happy team that is vibrant, supportive and focused on growth, innovation, and collaboration
A true, company-wide commitment to work-life balance
Continuous learning and professional development opportunities

Working at Nursebuddy

We’re a distributed international team of 20 based in Finland, Ireland and the UK who are passionate about what we do and the problem we’re solving.

Our company culture is very important to us! We like to work in an environment where we foster each other’s creativity and support personal development. We do this by having an informal setting with a flat structure and a low bureaucratic element. Here you will work with passionate, creative, and driven people. We strive to help care companies look after the vulnerable in society.

We are looking for self-starters that are eager to learn and share their knowledge while having fun doing so. In return, we recognise, reward, and celebrate our people.

Nursebuddy is dedicated to fostering a diverse and inclusive workplace. We welcome applicants of all backgrounds, without regard to race, colour, religion, gender, national origin, age, disability, or other protected statuses.

Find out more about working at Nursebuddy