VP of Customer Success, Birdie
B2B SaaS
£75k
Index Ventures backed healthtech SaaS radically transforming the lives of older adults
Job no longer available
Index Ventures backed healthtech SaaS radically transforming the lives of older adults
101-200 employees
Job no longer available
£75k
101-200 employees
Company mission
To unlock preventative, personalised & proactive home healthcare (using machine learning & AI) so that older adults can live longer, healthier lives in their own homes.
Role
Who you are
- Have a history of operating with high integrity, and high emotional awareness
- Are able to motivate a team to high performance, managing challenging situations effectively, and driving accountability amongst the team
- Are able to develop and execute data-driven processes to diagnose skill deficiencies, customise coaching plans, and demonstrate improvements in performance
- Are comfortable using data and repeatable processes to set goals, assess progress, and accurately forecast outcomes both for your team and our customers
- Are intellectually curious, constantly refining how to be best-in-class, and wanting to learn, improve and develop yourself
- Are able to codify, test, implement and optimise steps all throughout the customer lifecycle, and apply best practice and proven methodologies to our market
- Are able to define and optimise the customer journey at each stage from onboarding and training to strategic reviews
- Are an excellent communicator, both written and verbal, and can simplify complex topics in a way that anyone can understand
- Get things done and are willing to step up, roll up your sleeves and take ownership
- Are comfortable with an ambiguous, changing, energetic, start-up working environment
- Have a track record of driving positive Customer outcomes at scale - reducing churn and maximising lifetime value
- Are inspired by, and seek to embody our values
What the job involves
- From onboarding through to customer success and support, our Head of Customer Operations will lead our customer operations teams to support our care partners through their lifecycle with us, helping them unlock the most value from our platform
- Reporting to the Chief Commercial Officer, you’ll lead, manage and inspire our talented team of onboarding, support and customer success executives!
- You’re the person ultimately responsible for making sure our customers are happy, adopt our product fully, want to stay with us, and even grow their accounts
- You’ll drive our strategic vision for customer success, delivering on customer experience, product utilisation and revenue growth
- You’ll truly understand our customers’ goals and challenges, then you’ll lead the charge in ensuring they are successful using our product by collaborating with our Product, Sales and Marketing teams
- Own our customer experience across onboarding, adoption, retention and growth, with the ultimate goal of delighting our customers at every step, across both our SME and mid-market / enterprise segments
- Drive customer lifetime value by defining our customer experience playbook to optimise time-to-value, churn, net retention, cross-selling and upselling, and support satisfaction
- Assess key metrics, and translate insights into improvements by proactively developing skills, behaviours or processes within and impacting the Customer Operations team
- Lead, motivate, inspire and mentor your team, to instil a growth-mindset culture. Managing performance, objective setting and coaching with regular structured review meetings to create and nurture the future leaders of Birdie
- Collaborate with Chief Commercial Officer to build annual and quarterly forecasts, defining hiring goals, KPIs, and corresponding revenue output
- Managing the end to end Customer Experience you will be leading voice of the customer within the leadership team and the organisation - helping drive developments across different departments, Product, Sales & Marketing, to improve NPS, satisfaction and net retention
Our take
Birdie offers in-home caregivers a suite of tools aimed at not only increasing their efficiency but ultimately improving the lives of those they provide care for. In the UK alone, nearly half a million individuals are on a waitlist for social care services, and nearly 50% of home care providers have reported that their care workers are seeking alternative jobs.
Birdie comes into play by helping care providers optimise their time and minimise the administrative and regulatory burdens placed upon them. It counts over 1200 care service providers in the UK, including Alina Homecare, Medacs Healthcare, and Care at Home Group amongst its client base, ultimately helping over 116,000 individuals receive the in-home care that they need.
A registered B Corp with a focus on support for older adults, Birdie is growing its solution by leveraging AI, both in its product and internal operations. Demonstrating this shift in 2026, it launched SmartPlans, an AI tool for client home care assessment recording that can seamlessly convert client conversations into care plans in minutes.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$33.7m
SERIES B
May 2021
$11.5m
SERIES A
Total funding: $56m
Company benefits
- Most roles are based out of our office in Waterloo, just by the London Eye and Southbank, with a terrace and collaborative space to work from. We work hybrid, with flexibility on when you come in and how you structure your day around your commitments. We bring the team together throughout the year through regular in-person meetups, socials and offsites.
- A yearly personal development budget to put towards books (e.g., free audible subscription), courses, training and conferences; as well as continuous coaching within the team and with external experts. It’s about having a clear understanding of what it takes to grow from A to B, so you can do your best work.
- 33 days base holiday (25 days + 8 bank holidays), birthday off, and company closure between Christmas Eve and New Years.
- Generous parental leave: Once you've spent 12 consecutive months on our payroll, primary caregivers get 16 weeks of leave at full base salary (rising to 20 weeks after 3 years with us), and secondary caregivers get 4 weeks (rising to 8 weeks after 3 years with us).
- The choice between private health insurance with Axa, or a £180 quarterly wellbeing budget - whichever suits you best. Either way, you'll also get perks through Happl (gym discounts, mental health support and more).
- Cycle to work scheme
- 4% employer pension contribution when you contribute 5%.
- 2 paid volunteering days each year to support causes that matter to you.
- 5 paid days for fertility treatment, for anyone who needs it.
Company values
- We dare to care: The sector that we serve is almost constantly under siege. We don’t pretend that we can solve every challenge but we know that it’s our responsibility to lend what strengths we have to supporting the sector's causes. We want to do our bit.
- We listen hard: Co-creation is the heart of the Birdie way - it means that we make everything with the sector, not just for it.
- We talk straight (with love): We commit to being kind and generous, and to helping anyone in care be successful - especially when ‘no-one’s looking’. And when challenging and being direct is the kindest thing to do, we’ll do it.
- We walk the walk: The quality of our product always comes first, and we will never compromise on its safety and integrity. But we know that we won’t always get everything right every time. If there’s a problem, it’s a non-negotiable for us to make it right, to do it fast and to be honest and transparent about it.
- We pave the way: We are relentless optimists - we believe in the future of care, and we believe in the greater potential of technology to make it happen. Where others see obstacles, we see opportunities.
Company HQ
Waterloo, London
Articles
Leadership
Max Parmentier
(Co-Founder & CEO)Spent 3 years at McKinsey before joining The Global Fund to fight AIDS, Tuberculosis and Malaria as Senior Advisor to the CFO and later Head of Sourcing Strategy and Supply Chain. Entrepreneur in residence at Kamet prior to starting Birdie.
Rajiv Tanna
(Co-Founder & CPO)Spent 7 years in consulting and investment banking before joining WorldPay as Head of Corporate Customer Insights. Worked in senior product roles at Yieldify and ASOS before starting Birdie.
Abeed Mohamed
(Co-Founder & CSO)Previously worked as a consultant at BCG for 4 years, spending one of those years on secondment to Save the Children as a Market Insight Manager.
Diversity, Equity & Inclusion at Birdie
- Birdie is committed to building an inclusive environment where everyone feels valued and heard. We believe diverse perspectives make us stronger, more innovative, and better equipped to serve all communities. We’re deeply passionate about welcoming diversity of thought and believe strongly that a product serving society must be built by a team that is representative of the same. No matter who you are, you’re welcome in our flock.
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