Growth & Customer Experience Manager

The Growth and Customer Experience Manager is a new role within TympaHealth that is key in enabling the Company to grow and develop.  This is a position that leads our customers from onboarding through training to successful utilisation of our service and your guidance and influence will be a crucial factor in customer retention and success.  This role is responsible for delivering measurable revenue and performance outcomes across the customer lifecycle, ensuring that the customers’ experience aligns with Company objectives, contractual terms and delivery standards, working with customers and TympaHealth colleagues to deliver on customer-centric projects.

This is a hands-on, execution-focused role.  The position supports commercial growth by driving utilisation, retention, campaign execution activity within an assigned portfolio, segment or product area.  Success in this role is defined by clear performance improvement.  The role does not set overall strategy but is accountable for delivering against defined commercial priorities and growth plans.

Key Duties and Responsibilities:

Within this role you will be:

Executing and implementing customer experience strategies aligned to business goals and ensuring customers are realising the full value from our products and service.

Working with customers from enrolment to engagement, identifying those needing guidance and support to aid utilisation of specific features as well as how they promote and engage with patients.

Supporting 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.

Executing strategies that boost usage, satisfaction and retention by establishing and nurturing strong, long term relationships with key decision-makers and practitioners.

Bridging the gap between implementation, marketing, sales and support and collaborating with departments to drive customer experience. This will include 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 experience stores and case studies.

Running and driving the successful delivery of campaigns that drive usage and service delivery.

Working with implementation to guide a smooth onboarding, training and growth process for new and existing customers (post sign-off).

Using data (usage and key performance indicators) and analytics to address pain points review customer feedback, identify trends and drive improvements.

Day to day monitoring of account utilisation, providing regular reports and insights on customer metrics to your line manager.

Providing commercial support and running awareness days at customer locations, minimum two days a week.

Providing basic clinical support and escalating internally for clinicians needing specialist input.

Executing growth and customer performance initiatives across assigned accounts.

Driving utilisation, retention and expansion through structured delivery.

Implementing campaigns and commercial programmes with ROI tracking.

Supporting renewals and upsell activity with performance data and insight.

Activity monitoring and leading / contributing to account reviews and reports.

Performing other duties as assigned by the Chief Hearing Solutions Officer.

Your main responsibilities include:

Delivering measurable revenue and performance outcomes across the customer lifecycle.

Driving business expansion by enhancing customer knowledge, satisfaction and loyalty.

Owning the post-sale experience and outcomes for nominated accounts and acting as the single Customer Experience point of accountability.

Your Profile

You are a highly versatile, proactive, energetic individual who, whilst flexible, are also practical, detail and task orientated to complete required goals and tasks on time.  You embrace change, have an entrepreneurial spirit with a positive can-do mentality.  You are confident, pragmatic and enjoy working independently or in a team and have:

prior experience working as a Customer Success Manager in a B2B SaaS and / or B2B healthtech business;

experience delivering commercial or activation campaigns;

the ability to analyse and report on customer health and churn metrics drawing insight from the data;

understanding of business goals, market trends and customer needs to inform customer delivery;

excellent verbal and written communication skills to effectively collaborate and influence company stakeholders at various levels and areas of expertise e.g. clinical and technical;

a valid UK driving licence and the capacity to work remotely at least two days a week; and

experience in a clinical business environment would be advantageous.

The Company

TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear.  Currently, there are half a billion people in the world with disabling hearing loss.  In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.

Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale.  TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.

TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.

Salary & Benefits

A competitive salary, variable bonus (dependent on achievement of individual and team objectives) and benefits package include:

25 days holiday (increasing to 26 after two years) + Bank Holidays

Birthday Holiday and Christmas Holiday (three additional days)

5% Company & Employee Pension Scheme Contributions

Life Assurance Scheme (four times salary)

Hybrid Working (minimum one day a week in the office)

Remote GP and Medical Second Opinion Services

Mental Health Support

Physiotherapy (eight sessions per year)

Life, Money and Wellbeing Support

360 Wellbeing Score, Insights and Calendar

Financial and Legal Support

1-2-1 Lifestyle Coaching

Savings and Discounts

Perkbox

There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring Company.