Customer Success Director, Tympa Health
Maternity Cover
Hearing health assessment system
Open for applications
Hearing health assessment system
21-100 employees
Open for applications
21-100 employees
Company mission
To help the world achieve better ear and hearing health.
Role
Who you are
- Ou are a highly versatile, energetic individual who is both a strategic thinker and detail and task orientated. You should have an entrepreneurial spirit, be practical with a positive can-do mentality
- The ability to lead, motivate, and develop a team of Customer Success Managers and Specialists
- Understanding of business goals, market trends, and customer needs to inform customer success strategies
- Ability to analyse and report on customer health and churn metrics drawing insight from the data
- Capacity to effectively communicate and collaborate with stakeholders at various levels of the organisation
- Ability to drive organisational change, develop processes, and implement solutions
- Prior experience working as a Customer Success Manager or Customer Success Director in a B2B SaaS, and/or b2b health-tech business
What the job involves
- The Customer Success Director is a strategic role within TympaHealth that is key in enabling the Company to grow and develop. This is a leadership position that oversees the customer success strategy and team. This role is responsible for developing and implementing customer success initiatives that align with business objectives, setting departmental KPIs, and collaborating with other leaders in TympaHealth on customer-centric projects
- Develop and implement customer success strategies that align with business goals and ensure customers are realising the full value from our products and service
- Set department KPIs and metrics for measuring success
- Collaborate with leadership on customer-centric initiatives
- Manage the customer success team, including hiring, training, and mentoring customer success managers and specialists, establishing team structure and workflows, performance management and career development for team members
- Support high-value, strategic accounts, in collaboration with the Key Account Director, including collaborating on upsell / cross-sell strategies, conducting business reviews with key clients, resolving escalated issues and maintaining relationships with customer stakeholders
- Establish and nurture strong, long-term relationships with key decision-makers and practitioners with our customer base, ensuring trust and satisfaction
- Collaborate with other departments to drive customer success, including working with Product to incorporate customer feedback into the roadmap, partnering with Sales on upsell and cross-sell strategies and coordinating with Marketing on customer success stories and case studies
- Oversee the day-to-day operations of the customer success team, ensuring that customer-facing processes are running smoothly, and driving customer satisfaction and retention
- Oversee the onboarding process for new and existing customers (post sign-off)
- Continuously refine customer success processes and tools to improve efficiency and effectiveness
- Review customer feedback, usage data, and key performance indicators (KPIs) to identify trends and areas for improvement
- Provide regular reports and insights on customer success metrics to senior leadership
- Perform other duties as assigned by the UK General Manager
Salary benchmarks
Our take
Tympa Health is a London-based company that specialises in ear and hearing health assessments. It has developed a system that utilises handheld hardware, compatible with both iPhone and Android devices that allows users to conduct hearing tests without the need for specialised equipment, extensive training, or dedicated clinics.
By leveraging the capabilities of smartphones, Tympa has simplified the process of conducting hearing assessments. Previously, such tests would have required the involvement of specialists and a variety of expensive equipment. The company's handheld hardware integrates with mobile devices, allowing users to perform accurate hearing tests. This approach not only reduces the barriers to accessing hearing assessments but also enhances convenience and affordability for users.
Tympa has already established partnerships with providers including Boots, Bupa, Sonova, Day Lewis Pharmacy and the NHS to provide treatment through its platform. With the success of its product offerings in the UK, Tympa has now set its sights on expanding its presence in the United States, recognising an opportunity in the American market especially considering the impending availability of hearing aids on a broader spectrum.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Apr 2023
$23m
SERIES A
Feb 2022
$8m
SEED
Total funding: $31m
Company benefits
- 25 Days Holiday (increasing to 26 after 2 years) + Bank Holidays
- Birthday Holiday and Christmas Holiday (3 additional days)
- 5% Company and Employee Pension Contributions
- Hybrid Working
Company HQ
Westminster, London, UK
Leadership
Krishan Ramdoo
(Founder & CEO)Graduated from UCL with a PhD in Clinical Research. Previously worked for the NHS for over 13 years, as a Doctor and as an Ear, Nose and Throat Surgeon.
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