Director of Customer Success

???? About Birdie

At Birdie, we’re reimagining care for older adults. We’re building the technology that powers the future of home healthcare, empowering care teams with tools to deliver better, more dignified care, and enabling older people to thrive in their own homes for longer. Our all-in-one solution powers millions of care visits every month, equipping care providers with the tools they need to deliver exceptional, efficient care.

We’re not here to tinker at the edges. We’re here to radically transform a broken system.

That’s why we’ve built an all-in-one platform that supported over 30 million care visits in 2023 and more than 60 million in 2024 and we continue to grow our impact. We’re scaling fast, but staying true to our purpose. That’s why we’re proud to be a B Corp, using business as a force for good

Founded in 2017, Birdie is backed by world-class investors like Index Ventures, Sofina and Omers. In 2023, we ranked #6 in the Deloitte Fast 50, making us one of the fastest-growing tech companies in the UK. You can check out more about our impact and recognition here.

But speed isn’t the point. Impact is.

⚡️ Your mission

From onboarding through to customer success and support, the Director of Customer Success will lead our SME Customer Success and Onboarding 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 and retention of the SME business. You’ll drive our strategic vision for efficient demand conversion, onboarding programmes 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 are 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

• Establish a vision for continuous growth in SME gross revenue and logo retention that directly contributes to net retention targets, aligning with company OKRs
• Develop and execute data-driven strategies to optimise customer lifetime value for the SME segment through improved time-to-value, reduced churn, and increased satisfaction across the full customer journey
• Build monthly, quarterly and annual forecasts for SME revenue retention, customer sentiment and health metrics, and corresponding team resource requirements
• Partner closely with Product and Marketing teams to continuously optimise self-service onboarding and product adoption pathways that accelerate value realisation
• Working closely with the Head of Support to evolve service delivery models, overseeing the evolution of support operations to include proactive customer outreach, health monitoring, churn mitigation and expansion opportunity identification
• Establish scalable processes for customer sentiment and health scoring, risk identification, and intervention strategies that prevent churn and drive growth
• Design and implement a strategic roadmap that allows the gathering of meaningful intelligence through both the Customer Success and Support team to prioritise human-engagement actions
• Forecast capacity requirements accurately across customer success and onboarding functions, balancing service excellence with cost-to-serve efficiency as the business scales
• Translate customer insights into product feedback and strategic recommendations for business growth and advocate for customer success initiatives at the leadership level, ensuring customer voice influences product and strategic decisions

???? You’ll thrive here if…

• Have 8+ years of experience leading B2B SaaS customer operations across activation, implementation, success, and support
• Can demonstrate 4+ years building and scaling high-performing teams in customer-facing roles, including experience managing customer success and support leadership
• Are comfortable implementing rapid growth experiments, using data to formulate, prioritise, and test hypotheses around customer retention and growth
• Have experience building scalable customer success operations that balance automation with high-touch engagement from onboarding through expansion, with focus on product adoption and value realisation
• Operate with high integrity and emotional awareness, able to navigate challenging customer and team situations effectively, showing high resilience and adaptability in fast-paced, high-pressure environments
• Are deeply mission-driven with genuine passion for improving social care and healthcare outcomes, understanding the critical impact of our platform on care quality and people’s lives
• Demonstrate exceptional emotional intelligence and empathy when working with our tech-native customer base, balancing digital-first expectations with the human-centred nature of care work
• Are intellectually curious with a growth mindset, constantly seeking best-in-class approaches to customer success
• Excel at communication, able to simplify complex topics and influence stakeholders at all levels
• Feel an obligation to dissent constructively and drive accountability across the organisation

➕ Nice to haves

• Experience in healthcare, social care, or regulated industries with complex compliance requirements
• Background in knowledge-centred service delivery and modern self-service strategy implementation
• Experience managing customer success for both SME and mid-market customer segments
• International market experience with multi-regional customer success operations

???? What you’ll get from us

We believe people do their best work when they’re supported, trusted and inspired. Here’s how we build a world-class employee experience:

???? Compensation

• Competitive base salary, reviewed against benchmarks annually
• Generous stock options – because we’re building this together
• Bi-annual performance cycles with individual compensation reviews

???? Learning & Growth

• Annual personal learning budget and access to training, coaching and mentorship
• Time and space for growth – you set your development goals, we back them

???? Flexible Working

• Hybrid working – 1 – 2 days per week if London based. 1 – 2 days per month if outside of London.
• Budget to set up your home workspace
• Regular in-person meetups, socials and offsites

???? Time Off

• 33 days holiday (25 days + public holidays)
• Extra day off on your birthday (use it whenever you like!)
• Company shutdown between Christmas and New Year
• 2 volunteering days each year to give back to causes that matter

???? Family-first Policies

• Industry leading paid primary and secondary caregiver leave
• 5 paid days for fertility treatments for those who need it
• Private health insurance with AXA
• Wellbeing perks via Happl (gym discounts, mental health support, and more)

???? Other Perks

• Cycle to work scheme
• 4% employer pension contribution when you contribute 5% (UK)
• A deeply human, radically transparent culture

❓Why Birdie?

Because you want to do meaningful work that improves lives – and grow at speed while doing it. We’re building more than a product – we’re building a movement. A movement to show that tech, when built with empathy and integrity, can change lives.

We’re a team of entrepreneurs, dreamers, and doers. Join us to shape the future of care, work alongside ambitious, kind people, and help reimagine how society cares for its older adults. We dream big, act fast, and work collaboratively with one goal in mind: to create a world where we all age with confidence.

⚖️ Equal Opportunities Statement

We’re committed to building a diverse team and inclusive culture. That means creating a hiring process that gives everyone a fair chance regardless of background, identity or lived experience.

Need adjustments or support during the application process? Let us know. We’re here to help.

✨ Ready to build the future of care?

Apply now. Be part of something that matters.

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