Customer Success Manager

For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. We're changing that by building a single, system-wide platform that connects everyone through communication.

What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices.

Our platform now powers Total Triage to manage patient demand, and Self-Book, which lets patients schedule their own appointments in seconds. We've automated routine care with Patient Questionnaires for long term conditions, while Accumail finally allows staff-to staff communication to happen instantly across different care settings. We're now pushing the boundaries of the consultation itself with Accurx Scribe, our AI powered note taker that drafts medical notes in real time.

As a Customer Success Manager focusing on Secondary Care, you will be at the forefront of building our presence within NHS Trusts. You'll own the post contract phase for enterprise level deals, ensuring that our innovative products-like our AI powered Scribe-are not just purchased, but deeply integrated into clinical workflows to provide lasting value. This is an opportunity to build account management foundations from the ground up in a complex, high stakes environment.

• Building the foundation: Establishing the groundwork for account management in Secondary Care, turning recent large scale tender wins into successful, long term partnerships.
• Driving AI adoption: Leading the implementation of Accurx Scribe, helping clinical teams navigate the transition to AI assisted documentation and ensuring they see immediate value.
• Strategic relationship management: Acting as the primary contact for C Suite stakeholders (CCIOs, CDIOs, CNIOs) to align our platform with their strategic trust wide goals.
• Managing the lifecycle: Proactively identifying risks of churn and executing bespoke work programmes to drive recurring usage and successful contract renewals.
• Translating the voice of the customer: Articulating complex customer needs back to our internal Product and Transformation teams to overcome challenges and mitigate risks.
• Championing growth: Identifying opportunities for expansion within your accounts and leading commercial negotiations through to closing.

• You are a commercial expert: You have a proven track record in Account Management or Customer Success, with a deep understanding of churn, retention, and renewal cycles.
• You navigate complexity with ease: You are comfortable working in fast moving environments and have experience managing enterprise level stakeholders.
• You are a consultative partner: You are highly empathetic, a strong communicator, and can translate complex technical ideas into simple, actionable plans for customers.
• You are a Driver: You take initiative, work with urgency, and are happy to "ask for permission later" to ensure our customers succeed.
• You are AI capable: You are excited by the potential of AI in healthcare and have the curiosity to learn and lead others in adopting new technologies.

You'll be joining an established but fast growing Tech for Good movement, where we're led by our Principles and our mission to fix healthcare communication.

• £50,000 - £70,000 salary + share options up to £31,500
• Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you're at in life
• Flexible working: We are an office first culture and ask that you're in our (dog friendly) Shoreditch office 3 days a week, with core hours of 10am - 4pm
• Time off: You'll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year
• Family matters: We offer enhanced parental leave, fertility support and parental loss support
• We have our very own Chef!: Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!