Customer Success Manager

We're seeking a strategic and relationship-focused Customer Success Manager with 3-5 years of experience to manage our portfolio of mid-market healthcare organisations. In this role, you'll own 20-30 accounts (30-250 users each), building multi-stakeholder relationships from clinical users to operational leadership. You'll design and execute customised success plans, leverage data analytics to drive adoption, and guide customers through organisational change while identifying expansion opportunities and ensuring renewals. This role requires a balance of strategic thinking and hands-on execution—you'll run pilots, lead implementations, conduct QBRs, and drive measurable outcomes. Success in this role means strong customer health scores, successful pilots that convert to full deployments, high adoption rates, and consistent renewal and expansion performance across your portfolio.

Responsibilities

Develop and execute strategic success plans; Build and manage multi-stakeholder relationships; Lead pilots and implementations; Drive data-informed customer strategy; Lead change management; Own renewals and expansion; Collaborate cross-functionally

Requirements

3-5 years in a customer success or account management role at a B2B SaaS company, managing mid-market accounts; Proven experience building relationships with senior stakeholders (clinical leaders, operations managers, practice owners); Strong analytical skills with experience using data platforms to drive insights and inform customer strategy; Track record of meeting/exceeding renewal and expansion targets in multi-stakeholder environments; Experience leading pilots, implementations, or rollouts with multiple stakeholder groups; Excellent communication skills (written and verbal) with ability to tailor messaging to different audiences; Experience conducting QBRs, business reviews, or strategic account planning

Nice to have

Experience in healthcare SaaS or familiarity with clinical workflows and healthcare operations; Experience presenting ROI analyses and business cases to operational or executive stakeholders; Experience with CRM platforms (HubSpot preferred) and data analysis tools (Omni or similar); Familiarity with change management methodologies or frameworks; Previous experience in a startup or high-growth environment; Experience with presentation tools like Canva or Figma