Customer Success Manager

Job description

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the science and the clinicians were fine. It was the system around them that failed: the way information moved, the way decisions got routed, and the way fragmented teams and fragmented data turned solvable problems into tragedy. Our mission is human wellbeing, and we're focusing on the breakthrough technology of personalised medicine. Since the beginning, our proprietary insight has always been that the company to create a true active learning data engine with a loss function against human wellbeing would be the one to crack it, becoming one of the most impactful companies in the world as a result. We're now in 1,100+ clinics, across 4 product lines, serve >20% of the UK population, and have solved >5.7 million patient cases in the past 12 months alone, saving an estimated 8,600 lives. We are cash flow positive, growing fast, and have a tight crew of ~35 people. Multiple trillion-dollar companies will be built in healthcare over the next two decades, and we intend to be one of them. We have a knights of the round table culture with a flat hierarchy, where we empower builders to have outsized impact on millions of lives, and where we collaboratively converge on the optimal action without dogma or ego. We're all here to serve a greater mission than ourselves. The closest analogy for our culture is probably Firefly (the TV series): a small crew on a ship at the frontier, each person exceptional in a specific way, deeply loyal to each other and the mission, resourceful under constraints, and having a genuinely good time doing something that matters. We're carefully curated, lean, and wholeheartedly in. If you want your skills to be at the highest possible stakes, you belong at Anima. Your work here will save lives. - Shun Please note this role is only open to those based in the UK. Applicants from Europe will be considered if they are able to travel to the UK regularly for customer visits. We’re looking for someone who: - Has 3+ years in B2B SaaS Customer Success at a high-growth startup. You understand what it takes to onboard, retain and grow complex accounts in a fast-paced environment. - Has a track record of driving retention and surfacing expansion opportunities. You’ve protected revenue, reduced churn, and built the playbooks to make it repeatable. - Is a gifted relationship builder who reads people fast, earns trust quickly, and can coach clinicians and practice managers toward real behaviour change. - Is obsessed with customer experience. You go to extreme lengths to deliver an exceptional customer experience. - Is self-starting and organised. You are intrinsically motivated and are always on top of everything you need to do. - Is in the UK / European timezone and can do site visits to UK customers. What to expect in the role: - You’ll work in one of the most important parts of the business with a mission-driven team. We’re a tight knit unit working relentlessly to drive unprecedented growth and retention for the company. - You’ll own a portfolio of Anima customers end to end. That means onboarding new clinics, driving adoption, fanaticism and best-in-class customer retention. - You’ll protect and grow the existing revenue base by building deep relationships, spotting churn risks early and driving expansion conversations. - You’ll be a powerful conduit between users and our product teams, translating clinical and administrative pain points into actionable insights that shape future iterations of Anima. - You’ll build and iterate on CS playbooks, processes and data-driven frameworks that make user fanaticism repeatable and scalable as we grow from hundreds of practices to thousands.