Customer Success Manager

Customer Success Manager

Remote (UK-based) – occasional travel to Ashford, Kent. Full-time, permanent, 37.5 hours a week.

The role combines customer success, account management, and commercial growth. You will own key customer relationships, ensuring they achieve maximum value while identifying opportunities to expand and strengthen partnerships, always keeping patient outcomes at centre.

• Build and maintain strong, long‑term relationships with customers and partners.
• Identify and drive upsell and cross‑sell opportunities to support customer growth.
• Use Hub Spot CRM to manage pipeline, track engagement, and maintain accurate data.
• Lead customer meetings, account reviews, and presentations.
• Collaborate with Sales, Marketing, and Product teams to deliver tailored solutions.
• Develop proposals, business cases, and commercial opportunities.
• Gather and analyse customer feedback and market intelligence.
• Monitor customer satisfaction and act on insights to improve outcomes.

• Experience in customer success, account management, or software sales.
• Experience with in healthcare or a regulated environment (highly desirable).
• Minimum 5 years’ experience in a similar or relevant role.
• Strong stakeholder management and communication skills.
• Proactive, entrepreneurial approach to identifying opportunities.
• Experience using a CRM system (Hub Spot preferred).
• Confidence presenting to customers and influencing decision‑making.

• Salary up to £50,000 per annum.
• Flexible hybrid working.
• NEST pension scheme.
• Benenden Health membership (GP & specialist access).
• 24/7 confidential counselling support.
• Employee rewards and discount platform.
• Learning and development opportunities.
• One paid volunteering day per year.

• Right to work in the UK.
• Basic DBS check.
• Two satisfactory references.

We’re committed to building an inclusive workplace and encourage applications from under‑represented groups.