Customer Success Manager

🔒 Confidential Employer
Posted 3 May 2026
LOCATION
London
TYPE
Full-time
LEVEL
Mid-Senior level
SALARY
£70,000 / year
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Account Management Customer Success Management Churn Analysis Stakeholder Management Consultative Selling AI in Healthcare Strategic Account Planning Renewal Management

FULL DESCRIPTION

Customer Success Manager

[Employer hidden — view at passion-project.co.uk] – London (Shoreditch) – Full-time – Hybrid – £50K – £70K + Equity

About [Employer hidden]

[Employer hidden] is where conversations happen with and about patients. For decades, the NHS has struggled with fragmented systems. We’re building a single platform that connects everyone through communication. Our platform powers Total Triage, Self-Book, Patient Questionnaires, Accumail, and [Employer hidden] Scribe – an AI-powered note-taker.

Your Role in Scaling [Employer hidden] Across NHS Trusts

  • Building the foundation: Establishing account management in Secondary Care from recent tender wins.
  • Driving AI adoption: Leading implementation of [Employer hidden] Scribe and helping clinical teams adopt AI-assisted documentation.
  • Strategic relationship management: Acting as primary contact for C-Suite stakeholders (CCIOs, CDIOs, CNIOs).
  • Managing the lifecycle: Proactively identifying churn risks and executing bespoke work programmes for renewals.
  • Translating voice of customer: Articulating complex needs back to Product and Transformation teams.
  • Championing growth: Identifying expansion opportunities and leading commercial negotiations.

You Should Apply If...

  • You are a commercial expert with proven track record in Account Management or Customer Success.
  • You navigate complexity with ease and have experience managing enterprise-level stakeholders.
  • You are a consultative partner – empathetic, strong communicator, able to translate technical ideas.
  • You are a Driver – take initiative, work with urgency.
  • You are AI-capable – excited by AI in healthcare and eager to lead adoption.

What’s In It for Me?

  • £50,000 - £70,000 salary + share options up to £15,000
  • Benefits to suit you: adjust healthcare cover, pension, life insurance
  • Flexible working: office-first culture, in Shoreditch 3 days a week
  • Time off: 28 days holiday + bank holidays, up to 4 weeks work from anywhere
  • Family matters: enhanced parental leave, fertility support, parental loss support
  • We have our very own Chef! Free healthy breakfasts, snacks, lunches
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