Customer Success Manager

About the Role

We're looking for a Customer Success Manager to be the bridge between Medelic and the GP practices we serve. You'll own the customer relationship from onboarding through ongoing success, ensuring practices get maximum value from our platform.

This role is part consultant, part project manager, part advocate. You'll spend time in practices understanding their workflows, train staff on using Medelic effectively, and bring insights back to our product team to drive improvements.

What You'll Do

• Lead customer onboarding and implementation projects
• Build strong relationships with practice managers, GPs, and staff
• Conduct training sessions and create support documentation
• Monitor customer health metrics and proactively address issues
• Gather feedback and advocate for customer needs internally
• Identify opportunities for expansion within PCNs and ICBs
• Contribute to playbooks and processes as we scale the team

What We're Looking For

• 3+ years of experience in customer success, account management, or similar
• Experience working with healthcare organisations (NHS experience a plus)
• Excellent communication and relationship-building skills
• Ability to manage multiple accounts and prioritise effectively
• Comfort with technology and ability to explain complex products simply
• Self-starter who thrives in a fast-paced environment
• Willingness to travel to customer sites (primarily within England)

Nice to Have

• Background in NHS primary care operations
• Experience with change management in clinical settings
• Familiarity with EMIS, SystmOne, or other GP clinical systems
• Project management certification (PRINCE2, PMP, etc.)

Compensation & Benefits

• Salary: £50,000 - £70,000 depending on experience
• Equity: Meaningful equity stake in a growing company
• Private health insurance
• 25 days holiday + bank holidays
• £1,500 annual learning budget
• Flexible working (hybrid, London-based with travel)
• Enhanced parental leave