Customer Success Executive

London, England, United Kingdom · Customer Success


At Florence, we all have a definitive mission - to dominate social care recruitment by the end of 2020. Our online marketplace helps care homes find and book temporary staff without the need for expensive recruitment agencies.

Launched in 2017, we now work with over 20,000 nurses and carers and over 600 care home locations across England and Wales. Nurses and carers have worked almost 500,000 hours and earned more than £8million by booking shifts through Florence.

We are a growing team of 33, founded and led by a former doctor-turned-entrepreneur. This is a really exciting time to join Florence and be part of a tech startup that is filled with collaborative, passionate and driven people.

Having just raised a significant Series A round of funding, we are now looking to grow our customer success manager to help drive the business towards dominating social care recruitment.

The Customer Success Team are looking for a Customer Success Executive to focus on maintaining and delivering an exceptional customer journey to all of our existing and potential healthcare professionals.

You will be a natural relationship builder who is confident in exceeding targets and delivering results. You will be working in a fast paced, innovative and most importantly passionate environment. You will work with people who share the same drive and values and who want to genuinely make a change in how healthcare professionals find, book and get paid for extra work.


•Build and maintain relationships with our nursing community with a real focus on customer experience

•Onboarding all new nurses and new carers to the Florence Platform, ensuring they know how to get the best out of the platform and how to successfully apply for shifts

•Deliver a high level of engaging customer service at all times

•Engage with active nurses whilst also focusing on re-engaging with churned nurses

•Attend to all general enquiries received via email, telephone and our live chat

•Consistently reach and exceed monthly KPIs set by your line manager

•Be an expert in your marketplace and contribute to business plans and growth strategies

•Contribute to the overall success of the team and reaching business targets

•Personable confident and excellent communication skills, highly motivated and hard working

•Enthusiastic and eager to learn

•Previous customer success or software onboarding experience is preferable

•Experience or interest in tech startups

•Process driven and high attention to detail

•Excellent organisational skills

•Tech savvy


•25 days holiday

•Company contributory pension scheme

•Regular company and social outings

• Finish early Fridays

•Brand new MacBook supplied when joining

• Brand new We Work offices along with access to all perks

•Opportunity to contribute to growth to an early stage startup

•Fun, friendly and collaborative startup office environment

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