Customer Success Manager

Role Overview

• Own post-sale adoption and value delivery for a portfolio of UK care provider accounts.
• Lead onboarding and training for new sites, ensuring staff confidence and product fluency from day one.
• Build strong relationships with stakeholders across organisations, including Home Managers, Quality and Operations leaders, Digital teams, and frontline care staff.
• Monitor adoption and account health, proactively identifying risks and intervening early to drive success.
• Partner closely with Account Managers to surface expansion opportunities and account risks.
• Act as the voice of the customer, collaborating with Product and Support teams to drive improvements and resolve issues.
• Use data and customer insights to demonstrate value and support customers in achieving their goals.
• Spend time onsite with customers for go-lives, training and key account moments (~20% travel across the UK).

Requirements

• 3+ years of experience in Customer Success or a similar post-sale role within a B2B SaaS environment.
• Proven track record managing enterprise or mid-market accounts and delivering strong adoption and retention outcomes.
• Experience supporting healthcare providers, care providers, or other complex operational environments.
• Strong analytical skills with the ability to interpret product usage data and connect it to customer outcomes.
• Excellent written and verbal communication skills, with the ability to communicate effectively with both frontline teams and senior stakeholders.

Benefits

• Competitive salary and participation in our warrant programme.
• Pension scheme.
• Flexible hybrid working with access to WeWork offices across London.
• Regular team gatherings and opportunities to collaborate with colleagues across Europe.
• The opportunity to work with state-of-the-art AI technology in one of the most important industries in the world.