Customer Success Manager SaaS B2B B2C.

Customer Success Manager SaaS B2B B2C required by leading healthcare organisation to come in on an interim basis and assist with the strategy and vision for the running of the customer service and success. You will be working on…

Evaluating the problem resolution process for the product, the way in which the teams deal with requests and provide responses to the customers.  Ensuring there is appropriate processes in-place (e.g. for escalation, risk management).

Evaluating how the company support customer requests today for access to information (docs, videos), training requests and general help.  Ensuring they have appropriate processes in-place for customer engagement.

Evaluating the training function and capability, including the new academy in Thinkific.  Ensuring they are following pedagogical best-practice in developing learning objectives, content and assessment to ensure successful customers. Along with evaluating the onboarding process for new customers.

 Essential Skills

• Experience building and running customer success teams in a B2B or B2C organisation;
• Excellent understanding of customer service;
• Excellent understanding of building learning and development communities for engaging with customers;
• Excellent communication skills, verbal and written;

Initially a 6 month project fully remote and outside IR35 with a view to potentially extending beyond this point.