Customer Success Lead

As the Customer Success Lead at 32Co, you'll be responsible for onboarding, training, and product adoption, ensuring customers achieve their goals. Your role will require you to be the primary advisor, offer guidance, and solve problems for our customers, all while representing their voice to internal teams. You’ll develop scalable systems for customer engagement and account health, which is crucial for the success of our growing Customer Success function.

Ideal candidates for the Customer Success Lead position at 32Co should possess previous experience in Customer Success, particularly as a founding team member is a bonus. Strong communication and relationship-building skills are essential, as is a proactive, problem-solving approach. Familiarity with HealthTech is advantageous, although it's not a strict requirement.

Working at 32Co as a Customer Success Lead means thriving in a fast-paced, collaborative environment where your ideas hold significant weight. You'll join a mission-led team that is actively transforming the dental industry, and you’ll have the opportunity to create a lasting impact on customer journeys from day one.

Yes, as the Customer Success Lead at 32Co, some travel outside of London may be required to visit key accounts. This hands-on support will help strengthen relationships with our customers and provide you with deeper insights into their needs.

Joining 32Co as a Customer Success Lead comes with competitive compensation based on experience, 20 days annual leave plus bank holidays, and perks like team socials, a stocked office with snacks, and a day off for your birthday! Flexible working arrangements are also provided, with a hybrid model allowing you to split your time between home and our vibrant London office.

When discussing your approach to onboarding customers, emphasize the importance of creating a tailored experience. Focus on listening to customer goals and providing necessary resources and support to ensure they feel confident using the product. Highlight any methodologies or tools you've previously implemented to streamline this process.

To measure customer success, it's crucial to identify key performance indicators (KPIs) that align with customer goals. Discuss how you track metrics such as product adoption rates, customer satisfaction scores, and engagement levels. Providing examples of how you've used data to make informed decisions will demonstrate your analytical skills.

When answering this question, highlight your communication skills and proactive outreach methods. Discuss how you personalize interactions, seek feedback regularly, and create opportunities for customers to share their successes. Mention how building trust over time can lead to a deeper, more productive relationship.

Use the STAR method to frame your answer: describe the Situation, Task, Action, and Result. Focus on your problem-solving and communication efforts, detailing how you identified the customer's issues and addressed them effectively, ultimately resulting in improved satisfaction and retention.

Discuss prioritization methods, such as using tools or techniques like Eisenhower Matrix or Trello boards to manage tasks. Explain the importance of aligning your priorities with business goals and being flexible to adjust as customer needs change.

Highlight any past experiences in establishing customer success protocols or frameworks. Discuss how creating systems for onboarding, engagement, and account management can lead to improved customer outcomes and efficiency in your role.

Explain how it’s essential to remain calm and empathetic during conflicts. Discuss approaches such as active listening, acknowledging the customer's concerns, and working together to find solutions. Your aim should be to transform conflicts into opportunities for improvement.

Collaboration is crucial in connecting various teams such as Sales, Product, and Customer Success to ensure an aligned approach to customer satisfaction. Discuss ways you've fostered collaboration, such as regular cross-department meetings and shared goals, to improve customer outcomes.

Outline a proactive strategy for identifying upsell opportunities, which could involve analyzing customer usage data, checking their satisfaction levels, and engaging in regular communication to understand their evolving needs. Highlight your ability to align upsells with customer goals.

Discuss how Customer Success directly relates to customer satisfaction and retention, which are vital to 32Co's growth and mission. Emphasize how a robust customer success strategy can enhance user experience, increase revenue through upsells, and position 32Co as a leader in the HealthTech space.