Head of SME Success, Birdie
£95-115k
Offers Equity. Salary applicable to UK applicants only
Birdie is an Index Ventures backed healthtech SaaS radically transforming the lives of older adults.
Job no longer available
Birdie is an Index Ventures backed healthtech SaaS radically transforming the lives of older adults.
101-200 employees
Job no longer available
£95-115k
Offers Equity. Salary applicable to UK applicants only
101-200 employees
Company mission
Birdie's vision is 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
- 7+ years of having led a B2B SaaS Customer Operations / Customer Success team across initial implementation, customer success and support (required)
- 3+ years of experiences working in a self-service product-led customer operations (required)
- Social care or health experience (desired but not required)
- Have a track record of collaborating cross-functionally to drive positive growth outcomes at scale across the full spectrum of lifetime journey from activation to expansion
- Are intellectually curious, constantly refining how to be best-in-class, and wanting to learn, improve and develop yourself
- Get things done and are willing to step up, roll up your sleeves and take ownership
Desirable
- Are comfortable implementing rapid growth experiments using data to formulate, prioritise and test hypothesis and drive the team to use repeatable processes to set goals, assess progress, and accurately forecast outcomes
- Are able to motivate a team to high performance, managing challenging situations effectively, and driving accountability amongst the team
- Have a history of operating with high integrity, and high emotional awareness
- Are able to develop and execute data-driven processes to diagnose skill deficiencies, customise coaching plans, and demonstrate improvements in performance
- 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
- Are comfortable with an ambiguous, changing, energetic, start-up working environment
What the job involves
- From onboarding through to customer success, support and expansion, our Head of SME Growth will lead our SME Onboarding and Success Teams in supporting our care partners through their Birdie journey, helping to drive repeated impact and unlocking the most value from our platform
- Reporting to the Chief Customer Officer, you are responsible for the activation, adoption, retention and expansion of the SME business
- You’ll drive our strategic vision for efficient onboarding programs and success engagement, delivering on exceptional customer experience, product utilisation and revenue growth
- You’re a thought partner with our Product, Sales and Marketing teams, all whilst creating an environment of continuous improvement and development for the team
- Own our customer experience across onboarding, adoption, retention and growth, with the ultimate goal of delighting our customers at every step in our SME segment
- Collaborate with Product and Marketing to continuously optimise our product-led onboarding and engagement model to accelerate time-to-live and reduce cost-to-serve
- Drive customer lifetime value by defining our playbooks to optimise time-to-value, churn, net retention, satisfaction and customer health
- Assess key metrics, and translate insights into improvements by proactively developing skills, behaviours or processes across the Customer team
- Lead, motivate, inspire and mentor your team of direct functional leaders, encouraging a growth-mindset culture
- Manage performance, objective setting and coaching with regular structured review meetings to create and nurture the current and future leaders of Birdie
- Build annual and quarterly forecasts, defining hiring goals, KPIs, and corresponding revenue output for the SME segment
Salary benchmarks
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 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 700 care service providers in the UK including Alina Homecare, Medacs Healthcare, and Care at Home Group amongst its client base, ultimately helping over 35,000 individuals receive the in-home care that they need.
The company is a registered B Corp due to its socially and environmentally responsible practices such as its reduction of environmental footprint, fair worker compensation, and complete corporate/ financial transparency. It is now focusing on growing its solution and scaling into continental Europe, where it’s started to sign partnerships with local care providers, as well as wider business growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Jun 2022
$34.6m
SERIES B
May 2021
$11.5m
SERIES A
Total funding: $57.1m
Company benefits
- Gym membership and numerous other wellbeing budget/perks and discounts via Axa.
- Birdie is a remote friendly organisation. Hiring in the UK, Spain, Ireland, Germany or France. We organise regular in-person events and online socials to make sure you can meet up with peers. Our approach to flexibility is a mature one. We know some folks have families and commitments to maintaining physical and mental health, so you have the ability to manage your time around your personal commitments.
- At birdie, you'll have 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.
- The doors to our London and Berlin offices are always open! If you’re more of a work-from-home soul, we also organise in-person events and online socials to help you create those bonds that make work more fulfilling. These include quarterly and annual retreats.
- 33 days base holiday (25 days + 8 bank holidays), birthday off, and company closure between Christmas Eve and New Years.
- Highly favourable parental leave policy; once you have spent six consecutive months on our payroll, primary caregivers get 26 weeks and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.
- Private health insurance with Axa that covers many physical and mental health costs.
- If you want to start cycling, birdie will buy a bike up-front and you can make a salary sacrifice to pay-off over the next 12-36 months.
- Birdie contributes to your pension
Company HQ
Holborn, London, UK
Leadership
Max Parmentier
(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
(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
(Chief Commercial Officer)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.
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