Customer Success Manager UK

Role overview

This position focuses on driving adoption and measurable outcomes for a portfolio of live healthcare customers across the UK public sector, supporting NHS Trusts, Integrated Care Boards, and GP practices. As a Customer Success Manager, you will act as the day-to-day trusted partner, connecting clinical, operational, and senior leadership ambitions with practical actions that deliver lasting impact. The role blends relationship management, data-driven storytelling, and commercial awareness to scale successful programmes while keeping the customer experience at the centre.

Responsibilities

- Own ongoing relationships with a portfolio of live NHS accounts and serve as the primary day-to-day point of contact - Understand each customer's desired outcomes and drive meaningful adoption by engaging clinical, operational, and executive stakeholders - Gather, interpret, and share usage and impact data to demonstrate value and agree on clear next steps - Run structured experience reviews, capturing outcomes, feedback, and evidence of impact to support renewals and growth - Identify credible expansion, new-business, and interoperability opportunities and flag them to the appropriate account partner - Partner closely with implementation colleagues during onboarding and take ownership once a programme goes live - Bring customer insights and product feedback back into internal teams while keeping account records clear and up to date

Requirements

- At least 3 years of relevant experience in customer success, account management, or a comparable relationship-led role - Confidence building relationships with clinical, operational, and senior stakeholders across NHS or Integrated Care Board environments - Ability to turn customer, usage, and impact data into a clear narrative and practical next steps - Strong organisational skills and comfort managing multiple customer relationships and priorities in parallel - Excellent written and verbal communication, with a track record of building trust with customers - Experience working in the NHS, healthtech, or another regulated environment, paired with a strong interest in healthcare and technology

Nice to have

- Openness to working in a self-managing organisational model built around distributed authority and clearly defined roles - Fluency in English for all internal communication

Benefits and work setup

- Salary range of £5,200–£5,900 gross per month, based on a 32-hour full-time week - Remote-first setup with the ability to work from anywhere in the UK, plus monthly in-person team days held in both the Netherlands and the UK - Flexible workspace support so you can create your own ideal setup - Three-stage online interview process, planned in advance to maintain momentum