ShiftCare

Customer Success Manager

• Own a portfolio of clients post-onboarding and serve as their trusted advisor.
• Conduct regular outbound calls to drive seat expansion, plan upgrades, and usage growth.
• Proactively identify high-value opportunities using customer data and product usage trends.
• Collaborate with Operations and CS leadership to execute strategic growth plans for key accounts.
• Maintain strong relationships through purposeful check-ins and tailored guidance.
• Help customers adopt underused or newly released product features.
• Guide clients through best practices to improve value realisation and workflow efficiency.
• Create or contribute to customer-facing content (webinars, videos, help docs, templates).
• Maintain accurate, detailed notes and next steps in HubSpot and ChurnZero.
• Prioritise tasks effectively, managing time across calls, follow-ups, reviews, and CRM hygiene.
• Work cross-functionally with Support, Sales, Product, and Marketing to solve customer issues and deliver an exceptional experience.
• Analyse customer behaviour data and translate insights into clear action plans.
• Educate customers on new features and product updates.
• Escalate issues effectively — distinguishing between user error, training gaps, bugs, and feature requests.
• Advocate for customers by sharing insights.

Customer Success Manager – Onboarding

Sales Development Rep

• - Conduct 100–140 outbound calls daily to prospective customers in the US market
• - Identify and qualify potential leads through outbound prospecting
• - Use phone, email, and LinkedIn/social selling to engage decision-makers
• - Schedule qualified meetings and demos for the sales team
• - Research target companies and contacts to personalize outreach
• - Maintain accurate records of activities and prospects in the CRM
• - Meet or exceed daily, weekly, and monthly activity and pipeline targets
• - Collaborate with the sales and marketing teams to improve outreach strategies

Sales Development Representative

Sales

• Close new business with home care and disability providers
• Generate pipeline through outbound prospecting, referrals and inbound demand
• Run discovery calls and product demonstrations with provider owners and operational leaders
• Manage the full sales cycle from first conversation through to close
• Maintain disciplined pipeline management and forecasting in HubSpot
• Lead by example through activity, execution and consistency

Sales Team Lead

Business Development Rep

• Lead Generation: Conduct outbound activities to identify and qualify potential leads for ShiftCare
• Demo Booking: Schedule and coordinate product demonstrations with our Account Executive team
• Campaign Collaboration: Work closely with the Marketing team on outbound campaigns to enhance our market presence
• Relationship Building: Establish and foster relationships with prospects, leveraging both existing and new connections

Customer Success Manager – Onboarding

Sales Development Representative

Sales Team Lead

Sales Team Lead

Business Development Representative