Customer Success Manager, Mid-Market

Heidi Health

Customer Success Manager responsible for managing 50 UK healthcare accounts and expanding revenue. Focused on building relationships and ensuring customer success within the healthcare sector.

Posted 6/5/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own your commercial pipeline.
Carry and forecast a renewal and expansion pipeline across your full portfolio. Hit your number.
Build and maintain expansion hypotheses for every account - backed by usage depth, adoption maturity, and stakeholder readiness - and convert them into revenue.
Position the full Heidi product suite proactively to existing accounts, identifying the right SKU fit and sequencing multi-product conversations with confidence.
Partner closely with your aligned Account Executives on upsell and cross-sell: bring the account context, co-develop the commercial approach, and close together.
Manage renewal processes end to end - from early risk identification through negotiation and signature - without defaulting to your AE for the hard conversations.
Own approximately 50 accounts simultaneously.
Maintain accurate account health data, forecasts, and pipeline in HubSpot.
Build and execute account-specific success plans that map customer goals to measurable outcomes, reviewed at predictable cadences.
Run high-quality QBRs that quantify value delivered, surface the next commercial opportunity, and create exec-level alignment.
Take accounts from pilot through full deployment, leading implementation coordination, training waves, and clinical workflow integration.
Use usage data and adoption signals to intervene early - before a customer knows they have a problem. Translate data into clear, customer-ready narratives.
Apply structured change management: training cadences, competency checks, and workflow reinforcement - to move clinicians from activation to habit.
Work with Customer Success Associates where available, providing clear direction and maintaining full accountability for outcomes.
Identify churn risk from leading indicators.
Surface risk early internally with a clear diagnosis and a plan, not just a flag.
Own recovery plans for at-risk accounts and execute them without waiting for escalation.
Maintain a tight, professional working relationship with your AE counterpart. Align on account strategy, share intelligence, and move in the same direction commercially.
Advocate for customer needs internally with clarity, evidence, and prioritisation.

Requirements

What you’ll need

3–5+ years in a customer success or commercial account management role at a B2B SaaS company.
Experience positioning and expanding across multiple SKUs within an existing customer base.
Comfortable owning a large book of accounts simultaneously without letting anything fall through the cracks.
You forecast accurately, update your CRM without being asked, and can walk anyone through your book at any time.
You know how to work with a sales partner — sharing account intelligence, aligning on commercial approach, and closing together.
You spot expansion signals before the customer asks for more.
You lead renewal conversations yourself, including the hard ones.
You use usage and adoption data to make decisions, build customer narratives, and support commercial conversations.
Familiarity with clinical workflows, NHS or private healthcare operations, or health system procurement helps you ramp faster and earn credibility with clinical stakeholders sooner.

Benefits

Comp & perks

Comprehensive private medical and dental cover through Bupa, plus 24/7 mental health, coaching and wellbeing support through Sonder and a £100/month Healthy Heidi’s stipend.
Global parental leave. 26 weeks paid for primary carers and 18 weeks for secondary carers, subject to eligibility.
Fertility support. £7,000 one-off payment, eligibility applies.
Learning & development. £700 per year for courses, books, memberships, conferences and more.
Home office budget of £500 one-off to set up a workspace you actually want to work in.
Recharge days after major milestones and busy periods so you can reset and come back strong.
Work from anywhere for up to 4 weeks per year, wherever the world takes you.
Clinical leave. 10 days per year for eligible clinical roles to maintain accreditation and requirements.
Flexibility that works. A hybrid environment, with 3 days in the office.

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Hard Skills & Tools

customer successaccount managementrenewal processesforecastingdata analysischange managementimplementation coordinationtrainingrisk identificationcommercial strategy

Soft Skills

communicationcollaborationproblem-solvingrelationship managementnegotiationaccountabilityadaptabilityleadershipstrategic thinkingcustomer advocacy