Customer Success Manager (England Based

What’s Promptly in a nutshell

Promptly is building the first patient-centered global evidence network, offering real world data sharing and monetization capabilities. Together with a selected network of Partners, we generate new knowledge from harmonized datasets, augmented with the collection of longitudinal patient-reported data and patient-generated digital biomarkers within a secure and privacy-preserving environment.

We answer the question – is this patient treatment the best it could possibly be?

We exist to empower every patient and every health organization on the planet with evidence on the outcomes of care!

Why do we get up in the morning? Well, most healthcare professionals have chosen to work in healthcare driven by their desire to make a difference in patients’ lives. And so have we! We have chosen to follow this calling by addressing the biggest problem in healthcare: the lack of real-world evidence on the outcomes of care.

For us, society denying patients better care due to lack of access to data is unethical, in a world where technology improved so many aspects of our world. Making the right evidence available to healthcare organizations to help prevent one lost life, one care complication, one failed treatment is the moral obligation that big tech companies have – it’s our Hippocratic Oath.

At Promptly, everything we do is driven by our core purpose: to promote better healthcare at lower costs for patients every day, by making health outcomes available.

We are seeking a Customer Success Manager based in England, fluent in French, to own the post-go-live relationship with our customers across the UK and French-speaking markets. If you are a career-driven professional with a passion for healthcare technology and want to bring your expertise and best self to work every day, this could be the opportunity you've been waiting for.

Exciting stuff!

The Customer Success Manager is the named owner of the post-go-live customer relationship. You are accountable for adoption of Promptly Health products (Collect, Analyse, Explore, Data Federation Network, and RWE), retention of contracted revenue, identification and qualification of expansion opportunities, and turning satisfied customers into active advocates.

You join the customer journey late in the sale, partner with the Project Team during onboarding as the point of continuity and relationship building, and take full ownership of the account from the go-live handover onwards – working side by side with the Account Manager (AM), who owns the commercial relationship. Two named owners per account, distinct lanes, one front door for the customer.

• Own the Customer Success Plan – developed with the Project Manager at handover, signed off by the customer, and maintained as a living document.
• Drive sustained, broad, deep usage of Promptly products: ensure users are engaged, active, and getting value.
• Run a tiered engagement cadence – operational check-ins, success plan reviews, and quarterly business reviews (QBRs).

• Monitor account health scores, surface risk early, and convene escalation huddles within 24 hours of a risk trigger.
• Own renewal readiness: build the health and adoption evidence base from renewal minus 180 days, in partnership with the AM, who owns the commercial close and pricing.

• Identify and qualify upsell and cross-sell opportunities – additional users, modules, products, territories, or use cases and partner with the AM through pursuit and close.
• Maintain the account plan and expansion signal log; bring adoption and value evidence to monthly account plan reviews.

• Convert satisfied customers into references, case studies, and product council members.
• Run the NPS programme and channel structured voice-of-customer feedback to Product, Engineering, and Commercial.

• Act as joint steward of the customer alongside the Project Manager: the PM delivers the project; you build the relationship that will outlast it.
• Receive the handover pack at the formal handover gate,…