Onboarding and Retention Manager

Location

HQ

Full time

Go-To-Market Customer Success

£50K – £70K • £31.5K Equity

We have a bold vision: everyone involved in a patient’s care - including the patient - should be able to communicate easily with each other. And we believe every NHS staff member should be using our software to make that happen. We want to make healthcare genuinely better.

We are solving one of the biggest challenges of our generation, and to do this, we need the best talent possible to help us raise the bar… this is where you come in.

Our products are used daily (and you will have most certainly received a message from us) by over 98% of GP practices and half of NHS hospitals, impacting millions of lives.

As a Customer Success Implementation Manager at Accurx, you’ll play a key role in helping NHS organisations and care providers successfully adopt our products, enabling better patient communication and improved care outcomes. You’ll lead the delivery and implementation of solutions our customers have procured, providing clear, effective training on both new and existing tools.

You’ll monitor adoption throughout the contract to ensure our products are fully embedded in clinical workflows, supporting the Implementation team to meet activation targets and deliver every project on time. As the primary contact during implementation, you’ll build strong relationships with customers, empowering them to get the most from Accurx’s products and ultimately improve patient experiences.

The Unique Challenges You'll Solve

This isn't just about executing tasks or managing projects. You'll be:

Leading programs of work for users to drive recurring usage of procured products where adoption might have fallen below target.

Identifying risks and mitigations for process improvement across the team to improve the overall onboarding and product implementation experience.

Using data and qualitative customer feedback to overcome challenges to adoption and risk of churn.

Consistently striving to improve our overall delivery and user experience when getting started with our product to maintain high adoption and promote contract retention.

Putting in place long-term processes and strategies so that the same problems or challenges aren't repeated.

Proactively identifying and delivering impactful projects to improve the overall Customer Success function

What We're Looking For

Customer Relationship Management:

Planning & Project Management:

Communication, Training & Influencing:

Risk Management, Problem Solving & Critical Thinking:

Data-Driven Approach:

Our Principles in Action...

Fix healthcare communication:

Raise the bar:

Be a driver, not a passenger:

Succeed together:

Move with urgency:

Be relentlessly resourceful:

Embrace challenge:

What We Can Offer

£50,000 -£70,000 + the value of £31,500 share options.

Access to Happl - a flexible benefits provider with a given budget of £600 to spend on perks of your choice. Options include private health insurance, wellness providers and more.

We are office first, all accu

Folk come to our office in Shoreditch 3 days per week, with the option to work remotely 2 days a week. Read more about our policy here.

Enhanced parental leave policy

Working abroad policy

We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!

…And much more.

Like the sound of this role and want to know more about the company? Here's more about us...

We’re a fast-growing healthcare technology company which makes it easier for patients and healthcare teams to communicate.

Accurx is where conversations happen with and about patients. Our software helps doctors, nurses, pharmacists, administrators and other professionals to seamlessly connect with both patients and each other.

Our mission is simple: everything we do is to make patients healthier and healthcare staff happier. Today, Accurx is used in 98% of GP practices nationwide and every day more healthcare professionals are using our software in hospitals, pharmacies, care homes and the community.

We’re passionate about staying close to our users, which is…