Mid-Market Customer Success Manager
$50,000–$60,000 year
HybridLondon, England, United Kingdom
EXPIREDLondon, England, United KingdomHybridFull Time$50,000–$60,000 yearMid LevelSmall
Full TimeMid LevelSmall
Job Summary
Own a portfolio of £16k-£60k ARR private healthcare accounts, managing the full lifecycle from sales handover through onboarding, adoption, expansion, and renewal. Drive Net Revenue Retention by protecting and growing relationships with multi-site practices, complex migrations, and API integrations while collaborating closely with Sales, Product, and Marketing. Translate insights from 55+ accounts into actionable feedback for leadership and leverage AI to optimize workflow and focus on high-impact customer engagements.
Required Qualifications
- 3+ years managing a commercial SaaS portfolio across the full customer lifecycle
- KPI literate and can speak confidently to GRR and NRR performance with specific numbers and context
- Experience running onboarding for complex accounts including migrations, multiple stakeholders, technical setup, and training delivery
- Comfort as both project manager and relationship holder simultaneously
- Ability to coordinate internally without losing the customer in the process
- Experience with software that customers critically depend on to run their operations
- Platform touches clinical operations, billing, compliance, and patient engagement across different stakeholder groups
- Proactive, self-directed working style
- Dig into usage signals
- Challenge accounts when they are underutilising the product
- Flag risk before it surfaces
- Bring a plan, not just updates
- AI literacy and genuine curiosity
- Actively engaging with AI
- Early adopter camp exploring what AI can do for workflow, portfolio analysis, and communications
- Clear upward trajectory in CS
- Ideally including progression within the same organisation
- Recognition for performance
- Harder accounts taken on
- Capabilities developed that did not come easily
- Degree educated or equivalent
- Two days per week in London office
- Flexibility for the remainder of the week
- Comfortable with travel across the UK
- Own a portfolio of accounts with ARR ranging between £16k-£60k+
- Average ACV of £20K ARR
- Cover the full customer lifecycle from sales handover through to onboarding, continual adoption, expansion, and renewal
- Understand what each account is genuinely trying to achieve, operationally and commercially
- Bring the discipline of excellent CS practice
- Curiosity to challenge how CS is done
- Using AI to work smarter across a demanding portfolio
- Spotting patterns before they become problems
- Focus more on what matters most - increasing time spent with customers
- Work closely across Sales, Product, Support, and Marketing
- Experience working in healthtech or with customers in the private UK healthcare market
Desired Qualifications
- Experience working in healthtech or with customers in the private UK healthcare market
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.