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 Successwill 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).

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 packages are competitive, the role is £95-115K. We also grant generous stock options to any permanent employee at the end of the probation period. We adjust salaries based on the cost of living index for employees based outside of the UK.

🏝 Flexible

We are a remote team with employees based all over Europe. We organise regular in-person events and online socials to make sure you can meet up with peers. If you want to come to the offices in London or Berlin, you're most welcome of course!

🌱 L&D budget

Growth is key. You'll have an annual 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 (you can take this whenever you want during the year)

🫶🏻 Birdie giving days

Birdie is a B-corp and we care deeply about social impact this means you can take 2 paid days each year for volunteering to a cause you’re passionate about.

🌍 Sabbaticals

We recognise that sometimes a longer break is desired, that’s why as of 2024 we have introduced a sabbatical policy. When you have been with us for 4 years you can take up to 3 months off.

👩‍⚕️ 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. Read The Birdie Way to learn more.

❓Why Birdie?

Join Birdie and seize this unique opportunity to shape the future of a transformative tech startup, to create positive social change, and develop yourself very fast in a flexible, close-knit & transparent organisation.

We have a grand vision to transform how society deals with ageing,we dream big and speed is of the essence.

We’re all entrepreneurs at Birdie.

We’re highly collaborative and iterative. Everything we do is transparent to anyone, be it objectives and key results, compensation packages and equity or strategic conversations.

Growing with trust is key. Everyone sets their own development plan and gets support to learn fast, from training to books or coaches. We live by radical candour: we give honest feedback and care deeply & personally about each other.

Join us now to improve the lives of millions!

⚖️ Equal Opportunities Statement

We are an equal opportunity employer and we strive to reduce unconscious bias throughout our hiring process. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

We endeavour to embrace diversity, and promote an inclusive environment for all Birdies, and actively work towards this with our Diversity & Inclusion Committee.

If you have any questions regarding the interview process, or if you need any reasonable adjustments to be made, please don’t hesitate to contact us.

Compensation Range: £95K - £115K