Head of Sme Success

**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.

Launched in 2017, Birdie is a team of socially motivated care, health, product and tech entrepreneurs. We were nominated one of the top 10 UK startups to watch, the SME with the best culture in the UK and was in the 2020 Business Cloud Top 50 Start Up's list. In 2021 we were named no.9 in Start Up's top 100 innovative and disruptive businesses as well as being accepted into Tech Nation's 2021 Upscale 7.0 program. As of June 2022 we closed our series B funding with £25m invested by Sofina, Omers & Index ventures.

️ **Your mission**:
From onboarding through to customer success, support and expansion, our Head of SME Success** **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 demand conversion, onboarding programs and success engagement, delivering on exceptional customer experience, product utilisation and revenue growth. You are experienced in implementing product-led engagements and adding value through the human-led touch-points with the team, and is a key stakeholder in the cross-functional growth squad. 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.

**How you will contribute**:

- Own our customer experience across activation, 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 self-service sign-up experience, 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 Marketing and 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.

**We'd love to hear from you if you**:

- 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 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 intellectually curious, constantly refining how to be best-in-class, and wanting to learn, improve and develop yourself
- 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.

**Skills / qualifications**
- 7+ years of having led a B2B SaaS Growth Operations across initial activation, implementation, customer success and support (required).
- 3+ years of experiences working in a self-service product-led onboarding and customer success operation (required).
- Social care or health experience (desired but not required).

**What are the benefits?**

People are our core strength. We are social entrepreneurs, boasting an outstanding culture (emplo