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About the role
Key responsibilities & impact- Lead and grow a team of three Customer Success Managers across primary and secondary care
- Coach, unblock and support CSMs to help them perform at their best
- Connect learnings across primary care, secondary care, acute, community and mental health
- Identify regional patterns, gaps and duplicated effort
- Turn customer insights into projects, goals, strategy and growth opportunities for products including Accurx Scribe and Total Triage
- Own the region’s commercial picture, including churn, risk, renewals and upsell
- Represent the region in weekly business reviews with the executive team
- Build the regional Customer Success playbook with the London and South leads
- Establish best practices and scalable processes for the new regional model
- Collaborate with implementation, transformation, support and business development teams
- Ensure customer feedback influences Accurx’s product and business direction
Requirements
What you’ll need- A few years of people management experience in customer success or account management
- Experience leading customer-facing teams
- Experience in a startup-to-scale-up journey
- Experience building customer relationships from initial engagement to advocacy
- Experience managing long-standing, strategic relationships rather than high-volume queues
- Ability to identify patterns, ask the right questions and provide strategic oversight
- Comfortable working with ambiguity and creating processes
- Strong communication and listening skills
- Collaborative approach across teams
- Empathy for the pressure faced by the NHS and patience to build trust in a complex system
- Healthcare experience welcome but not essential
- Must be able to work in the UK; application asks whether visa sponsorship is required
Benefits
Comp & perks- Share options up to £30,000
- Adjustable healthcare cover
- Adjustable pension
- Life insurance
- Flexible working arrangement: office-first, 3 days per week in Shoreditch office and 2 days from home
- Core hours of 10am–4pm
- 28 days of holiday plus bank holidays
- Up to 4 weeks to work from anywhere per year
- Enhanced parental leave
- Fertility support
- Parental loss support
- Free healthy breakfasts, snacks and lunches
- Occasional sweet treats
- Dog-friendly office
- Equal opportunities employer and supportive workplace