Customer Success Manager

We’re partnering with a high-growth, international digital health company to hire a Customer Success Manager supporting a global customer base across the UK and wider markets.

This is a commercially focused role, responsible for driving revenue growth, customer retention, and long-term value across a portfolio of enterprise healthcare clients and virtual care providers. You’ll play a key role in ensuring customers achieve meaningful clinical and operational outcomes through effective onboarding, strong adoption, and ongoing strategic partnership.

Working cross-functionally with teams across Sales, Product, Marketing, and Clinical, you’ll act as a trusted advisor to stakeholders at all levels, while contributing directly to the company’s continued global expansion.

This is a remote-first position with regular (at least weekly) presence in London.

Key Responsibilities

• Build and manage strategic relationships with enterprise healthcare organisations and virtual care providers
• Drive customer success across onboarding, adoption, retention, and expansion
• Own and grow a significant revenue stream, identifying and closing upsell and expansion opportunities
• Define and track key performance metrics including customer satisfaction, product usage, and implementation success
• Lead initiatives to improve customer engagement, adoption, and overall experience
• Develop and implement scalable processes and workflows for customer success delivery
• Act as a key point of contact between customers and internal teams

About You

• Strong experience within healthcare SaaS, with a solid understanding of implementation and customer lifecycle management
• Deep familiarity with clinical workflows and patient journeys
• Commercially minded, with experience identifying and driving revenue growth within existing accounts
• Highly analytical, with the ability to build and interpret performance data and dashboards
• Confident working cross-functionally and influencing stakeholders at all levels, including senior leadership
• Excellent communication skills, both written and verbal
• Proven ability to manage complex projects across multiple timelines and stakeholders

Requirements

• Bachelor’s degree in a relevant field (e.g. Business, Healthcare Administration)
• 3+ years’ experience in customer success, implementation, or similar roles within healthcare SaaS
• Demonstrated success in driving customer engagement and operational improvements
• Experience with tools such as CRM and project management platforms (e.g. Salesforce, Asana, Confluence, etc.)
• Comfortable working in a fast-paced, global environment with some flexibility for travel and working hours