Customer Success Manager, Enterprise

Heidi Health

Customer Success Manager consulting NHS trusts on AI Care Partner implementation. Leading executive engagements and orchestrating cross-functional teams for complex health system accounts.

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

About the role

Key responsibilities & impact

Act as a strategic consultant to executive stakeholders
Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors. Shape the customer’s thinking on deployment strategy, change approach, and long-term value — not just report on progress.
Build the internal organisational case for adoption by helping executives understand what good looks like, what is blocking it, and what decisions are theirs to make.
Adapt your advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives.
Orchestrate the internal delivery team
Serve as the accountable lead for the cross-functional pod assigned to your accounts: Implementation Specialists, Clinical Associates, Account Executives, and Forward Deployed Engineers.
Translate executive commitments into clear delivery briefs. Hold the team accountable to outcomes without line authority.
Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support properly informed so they can act when needed.
Lead multi-site NHS rollouts
Drive sophisticated, multi-wave implementations with formal governance structures, clinical change management, and cross-site coordination.
Design and oversee structured adoption programmes: training waves, competency assessments, workflow reinforcement, and coaching delivered in partnership with Clinical Associates on the ground.
Build success plans grounded in clinical and operational KPIs that are meaningful to NHS commissioners and trust leadership.
Own commercial outcomes
Lead renewal conversations with strong, evidence-based value narratives tied to clinical outcomes and usage data.
Identify and execute expansion opportunities across sites, departments, and specialties. Partner with Account Executives to close.
Contribute to NRR and portfolio growth across your account set.
Engage in pre-sales and pilots
Work alongside Account Executives to scope NHS pilots for success, shape deployment strategy, and run customer-facing sessions when needed.
Design evaluation frameworks for pilots that are grounded in clinical and operational KPIs and translatable into multi-year value narratives.
Shape how we work
Contribute to the frameworks, tools, and playbooks that turn complex NHS programmes into scalable, repeatable rollouts for the wider team.

Requirements

What you’ll need

NHS or health system experience: You understand how NHS organisations work — how decisions are made, who holds influence, and what governance and compliance obligations shape procurement and deployment. This is strongly preferred, not optional.
Executive advisory presence: You are comfortable being the least senior person in the room and still being the person who shapes the outcome. You have changed a senior stakeholder’s mind on a strategic decision, not just maintained a relationship.
Cross-functional orchestration: You have driven accountability across teams you do not own — clinicians, engineers, commercial colleagues — through influence, clarity, and trust rather than authority.
Enterprise lifecycle ownership: 5+ years in SaaS customer success or client-facing roles, with at least 3 years managing enterprise accounts (250+ users, high-value ARR), across scoping, implementation, adoption, expansion, and renewal.
Change management: Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption in complex organisations.
Commercial acumen: Strong on expansion, complex renewals, and contributing to NRR and portfolio growth. You can hold a commercial conversation without defaulting to the Account Executive.
Data to narrative: You translate usage patterns and outcome data into clear strategic narratives — adjusted in depth and style for IT, ops, and executive audiences.
Political intelligence: You read complex organisational landscapes quickly, work around internal factions, and stay credible across competing agendas without getting captured by any one of them.

Benefits

Comp & perks

Comprehensive private medical and dental cover through Bupa
24/7 mental health, coaching and wellbeing support through Sonder
£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
£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
A hybrid environment, with 3 days in the office

ATS Keywords

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Hard Skills & Tools

SaaS customer successenterprise account managementchange managementclinical change managementimplementation strategyadoption programmesevaluation frameworksdata analysisrisk managementcommercial strategy

Soft Skills

executive advisory presencecross-functional orchestrationinfluenceclaritytrustpolitical intelligencecommunicationstrategic thinkingproblem-solvingleadership