Director of Customer Success

Limbic’s vision is to ensure the highest quality therapy is accessible to everyone, everywhere. We do that by building AI therapy tools from the future to augment and expand the capabilities of human therapists. Our award winning AI triage chatbot Limbic Access has been subject to multiple rigorous clinical studies, and is the only mental health chatbot with Class IIa medical device certification. We’re working with over a third of NHS Talking Therapies and are now expanding our product suite to deliver more engaging therapeutic experiences with clinically robust AI.

We’re looking for a Director of Customer Success to ensure continued engagement and retention of our customers. You will lead a team focussed on building strong relationships with our clients, understanding their needs and driving value through effective implementation and use of our products. This position reports directly to the Head of Growth and requires a strategic mindset, deep experience leveraging technology to transform mental health services and excellent leadership and management skills.

Requirements

What you’ll do:

• Design and deliver a best in class end-to-end customer experience from onboarding to evaluation and renewal
• Lead, coach and mentor a high performing team of customer success managers, ensuring they have the resources, support and infrastructure to excel in their roles
• Establish strong relationships with key customers, understanding their unique challenges and working cross-functionally to proactively address their needs
• Work cross-functionally with Product to ensure customers effectively adopt Limbic products and services to maximise value
• Act as the voice of the customer within Limbic, advocating for their needs and influence product development decisions
• Implement a culture of continuous improvement within the Customer Success team, define and track key performance metrics, identify areas for improvement and implement changes to enhance efficiency and effectiveness
• Design and execute the strategy for the UK Customer Success team aligned with company goals

Who you are:

• You are a visionary leader who thrives in a dynamic and fast-paced environment
• You are passionate about mental health, and the potential for AI to dramatically improve patient and clinician lives
• You are customer-centric and dedicated to delivering exceptional experiences
• You are a strategic thinker with a results-oriented mindset
• You are adaptable and resourceful, able to navigate ambiguity and drive positive change

Benefits

• Flexibility regarding fully remote, from our central London office or hybrid
• Professional development budget
• Twice a year company wide meet-ups in Europe
• 25 days PTO
• Paid maternity, paternity, parental leave packages
• Equity share options

We take employee wellbeing seriously at Limbic and in addition to the above we offer:

• Quarterly ‘life’ days
• Access to mental health support
• Monthly wellbeing initiatives

Compensation: £79K base with commission on renewals and upsells