Customer Success Manager

Location: London (Hybrid) (UK-Based)
Salary: £40,000 + Retention Bonus + Equity
Job Category: Hybrid
Job Type: Full Time
Department: Customer Operations

Zenrox Healthcare UK provides an AI-powered procurement platform for NHS trusts, private hospitals, and healthcare facilities. Our ZenroxIQ platform delivers 1520% cost savings and shifts procurement from reactive to strategic.

As our Customer Success Manager, you will become the trusted advisor to healthcare customers, ensuring they realize full value from ZenroxIQ. Youll drive adoption, retention, and expansion while serving as the customer voice that shapes the product roadmap.

• Own customer relationships post-sale as the primary point of contact.
• Lead onboarding and training for healthcare procurement teams.
• Drive adoption, product usage, and realization of savings targets.
• Identify expansion opportunities across departments and product modules.
• Monitor customer health metrics and proactively prevent churn.
• Conduct quarterly business reviews showcasing ROI and optimization insights.
• Collect customer feedback and convert into product improvement priorities.
• Develop customer success playbooks and training materials.
• Build case studies and success stories highlighting platform impact.
• Manage customer escalations and coordinate cross-functional support.

• 3+ years in customer success, account management, or client-facing roles.
• Strong understanding of B2B SaaS or marketplace models.
• Excellent communication skills with healthcare and procurement stakeholders.
• Data-driven approach to demonstrating customer value.
• Strong problem-solving skills with proactive customer engagement.
• Ability to manage multiple accounts simultaneously.
• Experience building processes from scratch in fast-paced environments.
• Interest in healthcare operations and efficiency improvement.

• Customer success in healthcare tech, medical device, or clinical software.
• Experience with NHS or private healthcare customers.
• Procurement, supply chain, or healthcare operations knowledge.
• Startup experience setting up customer success functions.
• Familiarity with AI/ML tools and value communication.
• Project management or implementation experience.

• Key customer success role with meaningful equity.
• Direct work with healthcare leaders solving real operational challenges.
• Opportunity to shape customer experience and strategy from day one.
• See immediate, measurable impact for healthcare customers.
• Grow into leadership and build the customer success team as we scale.