Customer Success Manager UK

📋 Description

• • Trexo Robotics is at the forefront of revolutionizing mobility through innovative powered wearable robots, with a primary focus on empowering children with movement disorders like Cerebral Palsy. Our groundbreaking device enables these children to walk, often for the very first time, offering a life-changing experience that has already benefited hundreds of families and leading hospitals across North America. We are driven by a mission to create mobility solutions for everyone, fostering a collaborative and optimistic environment where talented individuals tackle complex challenges with low ego.
• • As a Customer Success Manager (CSM) in the UK, you will be a pivotal member of our growing team, serving as the primary point of contact for our valued customers. This role presents an exceptional opportunity to leverage your expertise, potentially from a physiotherapy background, and combine it with cutting-edge technology to significantly amplify your impact. You will be instrumental in delivering our life-changing devices to families and healthcare providers, guiding them through the entire journey from initial deployment to ongoing support.
• • Your responsibilities will encompass conducting comprehensive, video-based training sessions for new customers receiving their Trexo devices, ensuring they are confident and proficient in its operation. You will proactively engage with customers through regular check-ins post-deployment, fostering strong relationships and ensuring their continued satisfaction and success with the device.
• • A key aspect of this role involves collaborating closely with customers to define and establish clear, meaningful goals and success metrics. You will be responsible for building Key Performance Indicators (KPIs) to meticulously track customer satisfaction levels and monitor the overall performance of the customer success function. This data-driven approach will be crucial in optimizing our service delivery.
• • You will be the first dedicated CSM hire in the UK, offering a unique chance to shape and build customer success processes and systems from the ground up. This includes developing streamlined training plans and creating engaging video content to enhance the support and training experience for our users. Your insights will directly contribute to the evolution of our customer success model.
• • Daily, you will address individual customer queries, often through dedicated chat groups, providing timely and effective solutions. You will also manage customer issues by creating and prioritizing support tickets, ensuring efficient resolution pathways. This involves troubleshooting a range of potential electrical, mechanical, and software issues, utilizing logs and video call diagnostics.
• • To further support our European expansion, you will attend conferences and tradeshows across Europe alongside the UK Sales Representative, acting as a knowledgeable ambassador for Trexo Robotics and our mission.
• • You will play a crucial role in bridging the gap between our customers and our internal teams by providing valuable feedback to the engineering and production departments regarding user issues, suggestions, and product enhancements. Furthermore, you will collaborate closely with Customer Success and Sales Managers based in Canada, ensuring a cohesive global customer experience.
• • This position offers a rare opportunity to join a fast-paced, mission-driven startup while making a tangible difference in the lives of children and their families. Your growth within the company will be directly influenced by your initiative, curiosity, and dedication to continuous improvement. The role is fully remote within the UK/Ireland, with the understanding that occasional travel for roadshows, conferences, and potentially customer visits within Europe will be required. Occasional evening or weekend work may also be necessary to meet operational demands. We are targeting an early May 2026 start date for this exciting role.