Customer Success Manager, Enterprise

We are hiring a strategic Enterprise Customer Success Manager to serve as the senior accountable lead for our most complex NHS and private health system accounts in the UK and Ireland.

Responsibilities

Act as a strategic consultant to executive stakeholders; Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors; Shape the customer's thinking on deployment strategy, change approach, and long-term value; Build the internal organisational case for adoption; Adapt advisory style across frontline clinicians, operational managers, IT leads, and board-level executives; Orchestrate the internal delivery team; Serve as accountable lead for the cross-functional pod assigned to accounts; Translate executive commitments into clear delivery briefs and hold the team accountable to outcomes without line authority; Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support informed; Lead multi-site NHS rollouts; Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination; Design and oversee structured adoption programmes including training waves, competency assessments, workflow reinforcement, and coaching; Build success plans grounded in clinical and operational KPIs meaningful to NHS commissioners and trust leadership; Own commercial outcomes; Lead renewal conversations with evidence-based value narratives tied to clinical outcomes and usage data; Identify and execute expansion opportunities across sites, departments, and specialties; Partner with Account Executives to close; Contribute to NRR and portfolio growth; Engage in pre-sales and pilots; Work alongside Account Executives to scope NHS pilots for success and shape deployment strategy; Design evaluation frameworks for pilots grounded in clinical and operational KPIs and translatable into multi-year value narratives; Shape how we work; Contribute to frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts

Requirements

NHS or health system experience: understand how NHS organisations work, how decisions are made, who holds influence, and what governance and compliance obligations shape procurement and deployment (strongly preferred, not optional); Executive advisory presence: comfortable being the least senior person in the room and shaping the outcome; Cross-functional orchestration: driven accountability across teams you do not own through influence, clarity, and trust; Enterprise lifecycle ownership: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR) across scoping, implementation, adoption, expansion, and renewal; Change management: experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption in complex organisations; Commercial acumen: strong on expansion, complex renewals, and contributing to NRR and portfolio growth; Data to narrative: translate usage patterns and outcome data into clear strategic narratives adjusted for IT, ops, and executive audiences; Political intelligence: read complex organisational landscapes quickly, work around internal factions, stay credible across competing agendas

Benefits

Real product momentum; Equity from day one; Unmatched impact; Work alongside world-class talent; Comprehensive private medical and dental cover through Bupa, plus 24/7 mental health, coaching and wellbeing support through Sonder and £100/month Healthy Heidi's stipend; Global parental leave: 26 weeks paid for primary carers and 18 weeks for secondary carers; Fertility support: £7,000 one-off payment; Learning & development: £700 per year for courses, books, memberships, conferences and more; Home office budget of £500 one-off; Recharge days after major milestones and busy periods; Work from anywhere for up to 4 weeks per year; Clinical leave: 10 days per year for eligible clinical roles; Hybrid environment with 3 days in the office