Customer Success Lead

Overview

In this role you will lead a regional team of Customer Success Managers to drive adoption and strategic value across primary and secondary care within the NHS ecosystem. You will translate field insights into regional strategies and help surface opportunities across products like Accurx Scribe and Total Triage. You will align cross-functional colleagues to ensure a cohesive customer journey and improved outcomes for NHS patients. This is a growth-focused, mission-driven position in a fast-scaling Tech for Good environment with a strong emphasis on empathy, collaboration and impact.

Pay / Benefits

• salary: 70k-90k
• share options up to 30k
• flexible working: hybrid, dog-friendly office
• 28 days holiday + bank holidays, up to 4 weeks remote per year
• enhanced parental leave, fertility support, parental loss support
• free healthy meals and snacks in office

Responsibilities

• Lead and grow a team of CSMs across the North, coaching and enabling them to excel
• Bridge primary and secondary care by identifying connections and speeding learnings across settings
• Turn on-the-ground insight into regional strategy and project goals for product and growth opportunities
• Own the regional commercial picture, monitoring churn, risk, renewals, and upsell, and represent the region in exec reviews
• Co-create a regional playbook with fellow leads to standardize and scale best practices
• Serve as a cross-functional liaison to implementation, transformation, support and business development to reflect customer voice in direction and priorities

Key requirements

• Led customer-facing teams with several years of people management experience
• Experience building from the ground up in a startup to scale-up environment
• Focused on deep, strategic relationships over high-volume queues
• Ability to zoom out, spot patterns, ask the right questions, and guide where the team should focus
• Comfort with ambiguity, creating processes rather than waiting for them
• Strong collaboration and communication skills across teams
• Curiosity about the NHS and empathy for its pressures; healthcare experience is welcome but not essential

• collaboration
• excellent communication
• empathy
• adaptability
• strategic thinking
• problem solving

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