Head of Mid-Market & Enterprise Success

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About Birdie:

Birdie is the leading home healthcare technology platform that aims to radically transform the lives of older adults. Its all-in-one solution supports millions of care visits every month, equipping care providers with the tools they need to deliver better quality care and improve efficiency across most day-to-day operations. Birdie is B-Corp certified and was recently named as a top two Home Health Tech provider globally in the cohort of top 150 Most Innovative Digital Health startups by CB Insight in 2021.

Your mission:

We are seeking a dynamic Customer Success Leader to oversee Birdie's Mid-Market & Enterprise (MME) Success & Professional Services teams. This role is crucial for supporting our large-scale care partners throughout their lifecycle with Birdie, from implementation to customer success, support, and expansion. The ideal candidate will drive impactful customer engagement, ensuring maximum value from our platform and fostering strong advocacy for Birdie.

You'll drive our strategic vision for partner success from day one, delivering on exceptional customer experience, product utilisation and revenue retention and growth.

Reporting Structure:

This position reports directly to the Chief Customer Officer.

How you will contribute:

Leadership and Strategy:

• Lead a team of implementation experts, project managers, and customer success executives to deliver exceptional service to mid-market and enterprise partners.
• Develop and execute a strategic vision for partner success, focusing on excellent customer experience, product utilization, and revenue retention and growth.

Customer Experience Management:

• Oversee the customer journey across implementation, adoption, retention, and growth phases, aiming to exceed customer expectations in the MME segment.
• Establish and monitor key performance indicators such as time-to-live, cost-to-serve, revenue targets, and service level agreements.

Team Development and Performance Management:

• Inspire, mentor, and manage the performance of direct reports, fostering a culture of growth and continuous improvement.
• Conduct regular review meetings for objective setting, coaching, and nurturing future leadership within the team.

Operational Excellence:

• Utilize data-driven insights to refine team skills, behaviors, and processes, enhancing overall team performance and customer satisfaction.
• Develop playbooks to optimize customer lifetime value, reduce churn, and improve net retention and customer health metrics.

Cross-Functional Collaboration:

• Work closely with Product, Sales, and Marketing teams to align strategies and enhance customer growth outcomes.
• Drive initiatives that support the full spectrum of the customer lifecycle, from implementation to expansion.

Role Requirements:

Experience:

• Extensive people leadership experience in B2B SaaS Customer Operations, Customer Success, or Professional Services.
• Proven track record of driving positive customer outcomes at scale, demonstrating value, reducing churn, and maximizing revenue potential.
• Experience in social care or health sectors is desirable but not required.

Skills and Qualifications:

• Strong leadership skills with the ability to manage complex software implementation projects and senior stakeholder relationships.
• High emotional intelligence, integrity, and an intellectual curiosity with a commitment to continuous personal and professional development.
• Exceptional communication skills, capable of simplifying complex issues for diverse audiences.
• Data-driven decision-making capabilities and a proven ability to develop and execute effective processes.

Personal Attributes:

• A proactive, get-things-done attitude, willing to take ownership and lead by example.
• Comfortable navigating ambiguous, energetic, and rapidly changing startup environments.

These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. We promote a diverse, inclusive and empowering culture at Birdie, so please apply if you meet the majority of these competencies.

What are the benefits?:

People are our core strength. We are social entrepreneurs, boasting an outstanding culture (employer net promotion score of 67) with strong values (B-Corp certified). We offer exceptional benefits and invest massively in our team's happiness, wellbeing and growth:

Compensation

Our salary for this role is competitive. We also grant generous stock options to any permanent employee at the end of the probation period.

Location This is a hybrid role with 1 day in our London office. If you're located further away in the UK or Ireland, we'd be happy to shift to 1 week every month

L&D budget Growth is key. You'll have a personal development budget to put towards books, courses, trainings and conferences; continuous coaching within the team and with external experts

Work From Home budget Making your workspace comfortable is important to us, you'll have access to a WFH equipment budget to ensure you have what you need

Base holiday 33 days base holiday (25 days + 8 bank holidays)

Christmas leave Birdie closes between Christmas and New Year so you can have some down time with your loved ones. This is in addition to your base holiday!

Birthday leave An extra day off for your birthday (or nearest week day!)

Private health insurance Comprehensive health insurance with AXA that covers many physical and mental health costs

Gym and wellbeing discounts Gym discounts and numerous other wellbeing perks via Happl

Cycle to work scheme Birdie will buy a bike up-front and you can salary sacrifice to pay-off over the next 12-36 months

Parental Leave Highly favourable parental leave policy; once you have spent twelve consecutive months on our payroll, primary caregivers are entitled to 26 weeks of parental leave at 100% of your usual salary and secondary caregivers are entitled to 12 weeks of parental leave, at 100% of your usual salary.

Fertility Leave Birdie recognises the emotional and physical challenges which may arise during fertility treatments, and supports all Birdies by offering 5 additional paid days of leave.

Employer pension contribution Birdie contributes 4% of your salary to your pension when you contribute 5% (UK Birdies)

Frequent company socials, trips and meals We organise many socials, quarterly retreats and annual company-wide retreats

Exceptional culture We see ourselves as social entrepreneurs shaping a new kind of organisation: caring, responsible yet fostering excellence. Check out our website to learn more about the Birdie Principles!