Own the post-implementation customer lifecycle from go-live through value maturity
Define and track measurable outcomes (e.g. cost reduction, stock optimisation, charge capture, patient safety, clinical efficiency)
Develop structured benefits realisation plans and executive-ready value reporting
Demonstrate ROI using data and operational insight
Serve as the primary strategic contact for assigned NHS and private hospital accounts
Lead governance reviews and executive-level discussions
Identify risk early and drive proactive mitigation
Support renewals and expansion through clear value articulation
Drive sustained product adoption across multi-stakeholder environments
Support process optimisation and operational maturity
Develop referenceable sites and advocacy opportunities
Partner with Operations, Product, Support and Sales to ensure seamless customer experience
Provide structured customer feedback to influence product development

3+ years’ experience in Customer Success or Strategic Account Management
Experience working with NHS Trusts or regulated healthcare organisations
Proven track record of delivering measurable outcomes within complex healthcare environments
Experience leading executive-level reviews and influencing senior stakeholders
Strong understanding of healthcare operational workflows (supply chain, clinical systems, digital transformation, or ERP/EHR environments)
Excellent communication skills both written and verbal
A structured, organised approach with the ability to manage complexity and competing priorities
Demonstrated ability to manage multiple complex accounts simultaneously
Experience using data and analytics to evidence ROI
Extensive travel required – up to 50%

A senior, strategic Customer Success role with real executive exposure
The opportunity to work with leading NHS and private healthcare organisations
A collaborative, mission-driven environment
Competitive salary + pension
Performance-based bonus aligned to retention and growth
The chance to shape how value is delivered, measured, and evidenced across UK & Ireland healthcare

Customer Success Manager

Key skills