Head of Customer Success
Knok, Portugal
Job Description
Learn about knok
We’re on a mission to lead and humanise the digital transformation of healthcare to everyone, everywhere.
We deliver a fully integrated telemedicine solution, supporting value-based care models and creating one of the most efficient platforms in the digital health market: Panacea.
Panacea by knok has a unique combination of features, such as an AI symptom checker, video consultation with an embedded reading of vital signs, and clinical surveys to monitor patients' health and act preventively.
Our solution encompasses a comprehensive platform to support the end-to-end patient flow where over 30 data points are collected on every video consultation. Our medical and scientific teams daily analyse valuable clinical data and work on new solutions to improve patients' quality of life within a sustainable economic model.
We're looking for the people that will help us in our mission to create a world where everyone has timely access to quality healthcare through technology.
If this makes sense, keep reading!
About the role
The Head of Customer Success is responsible for leading, building, and training a customer-focused team. This role is responsible for developing relationships and driving client success, adoption, usage, and retention. You play a critical role in defining our global customer success strategy and building the strategic playbooks, processes, and mechanisms to ensure a great customer experience while scaling.
What you'll do
- Be the voice of the customer: have an in-depth understanding of the customer's needs and be responsible for communicating common customer behaviours to the sales, marketing, and product teams.
- Cooperate with the sales team to optimize revenue, encouraging upsells and cross-sells.
- Define and own the team’s roadmap, creating team’s OKRs and KPIs.
- Lead and set strategy to make sure customers have a great experience, achieve their objectives, and are satisfied and engaged.
- Develop trust-based, long-term strategic relationships with your customers' leaders.
- Take on the role of Customer Success Manager for our Start Deal clients, working closely with them to ensure they maximise the value of our product.
- Lead by example, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication.
- Coordinate multiple internal and external parties through influence, personal credibility and thoughtful leadership.
- Define, and continuously refine, customer success best practices and processes across the company.
- Build upon existing metrics to track our team’s success and use data to guide decisions for future growth and relevant strategy proposals: own client retention, NPS, and performance goals for our customers.
- Hire the best Customer Success team and ensure a great onboarding and follow-up of the newcomers, working alongside the people team.
- Line manage and develop the team, create a strong team culture, and ensure constant feedback while conducting regular 1-1s and team meetings.
- Develop and implement initial and on-the-job training for new and existing CS team.
- Follow up on your team's work and clients, ensuring decisions, plans, and goals are shared, and that issues are resolved in a timely manner.
Who you are
- You are passionate about giving customers the best possible experience and have a true customer-first mindset.
- You have previously managed a customer success team.
- You have working experience in healthcare and technology, preferably SaaS.
- Ability to design solutions to meet customer requirements.
- Hands-on approach with a strong work ethic and a willingness to succeed and learn.
- You are a master of our company’s product and have a feel for all of the products our customers are using in their day-to-day.
- Highly analytical and consultative approach, with complex problem-solving skills.
- Strong data reader to optimize the process and deliver the best results possible.
- Innovative thinking on approaches, markets, and clients.
- You have great project management skills and have managed projects end-to-end.
- Proficiency in Spanish and English, with the ability to communicate effectively both written and verbally to all levels in business.
It will be a plus if you
- You have been part of successful integration in new geographies/markets.
- Speak other languages besides Spanish and English.
- Worked in a fast-paced, growing environment, preferably in a technology company.