About the Role
This is a unique opportunity to establish and lead Customer Success within one of the UK's leading home care software providers.
Initially, you'll operate as the primary Customer Success Manager, taking ownership of customer health, retention and adoption across the customer base. As the function grows and the business continues to scale, there will be the opportunity to shape processes, influence strategy and build a Customer Success team around you.
This role is ideal for someone who enjoys being hands-on today while wanting the opportunity to develop into a leadership position as the function evolves.
Key Responsibilities
Customer Success & Relationship Management
- Own a portfolio of CareLineLive customers across the customer lifecycle.
- Build trusted relationships with operational leaders and executive stakeholders.
- Develop and execute Customer Success Plans aligned to each customer's objectives.
- Conduct regular Quarterly Business Reviews (QBRs) with strategic accounts.
- Act as the primary point of contact for customer success and ongoing account health.
Customer Health & Retention
- Monitor customer health using agreed success metrics and RAG status.
- Identify risks early and create proactive recovery plans for at-risk customers.
- Maintain accurate customer health records within CRM.
- Drive customer retention and renewal readiness.
- Produce regular reports on customer health, retention risks and opportunities.
Product Adoption & Value Realisation
- Help customers maximise their use of the CareLineLive platform.
- Encourage adoption of new features, integrations and best practice workflows.
- Deliver proactive customer engagement through training, webinars and success initiatives.
- Ensure customers realise measurable operational and commercial benefits from the platform.
Commercial Growth
- Identify opportunities for licence growth, additional modules and platform expansion.
- Work alongside the Sales team to progress expansion opportunities.
- Support contract renewal planning and commercial discussions where required.
- Contribute towards Net Revenue Retention (NRR) and Expansion ARR targets.
Voice of the Customer
- Capture customer feedback, feature requests and market insights.
- Work closely with the Product team to ensure customer needs influence future product development.
- Communicate product roadmap updates and new capabilities to customers.
Cross-Functional Collaboration
Work closely with:
- Sales
- Support
- Professional Services
- Product
- Engineering
- Marketing
- Finance
to deliver an exceptional end-to-end customer experience.
What We're Looking For
Essential
- Previous experience in a Customer Success, Account Management or Customer Relationship role within a SaaS business.
- Strong commercial awareness with experience supporting customer retention and growth.
- Excellent relationship-building and stakeholder management skills.
- Experience delivering Executive or Quarterly Business Reviews.
- Ability to interpret customer data and identify risks and opportunities.
- Excellent communication and presentation skills.
- Highly organised with strong attention to detail.
Desirable
- Experience working with healthcare, social care or workforce management software.
- Experience using CRM platforms such as HubSpot or Salesforce.
- Understanding of SaaS customer success metrics including GRR, NRR, churn and product adoption.
- Experience working within a fast-growing technology business.
Success Measures
The successful candidate will be measured against:
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Customer Health Score
- Product Adoption
- QBR Completion
- Customer Satisfaction (CSAT/NPS)
- Expansion Revenue
- Renewal Performance
- Reduction in At-Risk Accounts
Why Join CareLineLive?
This is an opportunity to help shape and mature the Customer Success function within one of the UK's leading home care software providers. You'll play a key role in improving customer outcomes, influencing product direction and supporting the continued growth of the business.
Job Types: Full-time, Permanent
Pay: From £45,000.00 per year
Benefits:
- Company events
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking
- Private dental insurance
- Private medical insurance
- Sick pay
- Store discount
- Work from home
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Horsham RH13 0AS
