Customer Success Scale Manager

pectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions.

Our HealthTech delivers digital transformation for Insurers, Educators and Employers through Co-creation or seamlessly integrated out-of-the-box solutions, that decrease digital fragmentation and engage, empower, and transform their people’s lives.

Established in 2018 by Stuart McGoldrick and Stephen Costello, Spectrum.Life provides services internationally to over 7.2m insurance members, 3,000 corporate clients, 60 universities and 650,000 university students. Spectrum.Life currently employs over 260 people, including over 125 clinicians.

Our vision is to change and save as many lives as possible.

Role Brief:

The Customer Success Scale Manager is responsible for executing strategies to scale our customer success efforts across a broad range of customers, particularly our maintenance enterprise accounts and our SME accounts. This role focuses on working within a scale team to enhance customer engagement, satisfaction, and retention through the effective use of technology, data-driven insights, and scalable processes. The customer success scale manager’s strong background in customer success within the EAP or digital wellbeing space and a deep understanding of how to leverage automation and process optimisation to support a large and varied customer base.

Responsibilities:

Post Customer Onboarding Support:
Assist new customers with the integration of our digital wellbeing products, ensuring they understand the full scope of the services bought.
Customers Support:
Be part of a team to deliver high-quality support to customers via a salesforce ticketing system and Teams to address inquiries, resolve issues, and providing guidance on using our products/services effectively.
Relationship Management:
Cultivate and maintain strong relationships with customers, understanding their wellbeing goals and ensuring they are met through our solutions.
Product Expertise:
Develop a deep understanding of our digital wellbeing tools, features, and benefits to provide informed advice and support to customers.
Customer Education:
Create and deliver educational resources, including presentations, demos and best practice guides, to help customers maximise their use of our products/services.
Feedback Collection:
Work with scale colleagues to gather and analyse customer feedback to identify opportunities for service/product enhancements and customer success processes.
Issue Resolution:
Work collaboratively with internal teams (e.g., Product, Technical Support) to address complex customer issues and ensure a positive resolution.
Reporting:
Provide expert guidance to customers on how to analyse and interpret their data, and provide programme recommendations and insights based on findings
Customer Satisfaction:
Work towards meeting objectives around target customer NPS scores and engagement rates.
Customer Retention:
Identify at risk customers and actively support them and problem solve to help them meet their goals that will ultimately lead to a renewal.

Requirements:

• 2 plus years experience in a similar role
• A passion for learning and wellbeing
• Good Knowledge of CRM software and admin systems, particularly Salesforce
• Understanding of clients, their business model, and workflows
• Be able to illustrate a Customer-Centric Focus
• Problem solving ability to understand, articulate, structure and solve client needs.
• Significant work experience in applicable industry and knowledge of customer workflows required.

What are the benefits of working at SPECTRUM.LIFE?

• Competitive salary (Dependent on experience).
• In-office, remote or hybrid working options
• 25 days annual leave
• 24/7 EAP and a wide range of health and wellbeing supports
• Extensive list of employee perks and benefits https://app.box.com/s/zo4f2ipvf5gsnfnbhe0w2439zqk4rdhn

Job Types: Full-time, Permanent

Additional pay:

• Performance bonus
• Quarterly bonus

Benefits:

• Bike to work scheme
• Company events
• Company pension
• Employee discount
• Food allowance
• Gym membership
• Private medical insurance
• Sick pay
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Hybrid remote in Dublin 2, CO. Dublin

Expected start date: 03/02/2025