Account Manager (Customer Outcomes Specialist)

Entrepreneur First; Greater London; On-site; GBP 40,000 - 65,000; Full time

Job summary

PassFort based in Greater London is seeking a skilled individual to manage complex customer relationships primarily in the health tech sector. The role involves building trust and ensuring clear communication, while also capturing valuable customer feedback to guide internal teams.

The ideal candidate will demonstrate excellent project management skills and the ability to navigate multiple workstreams effectively. This role offers an exciting opportunity to thrive in a fast-paced environment while contributing to customer success.

Qualifications

• 3+ years of experience in managing complex customer relationships B2B, preferably in health tech or regulated industries.
• Ability to operate with urgency and efficiency in high-pressure situations.
• Strong project management skills, able to keep multiple workstreams on track.

Responsibilities

• Build and maintain long-term, trust-based relationships with customers.
• Act as the central accountability point for customers.
• Listen and capture critical customer feedback to inform internal teams.
• Identify and eliminate process friction for a better customer experience.
• Manage customer interactions from onboarding to expansion.

Skills

Project management

Verbal and written communication

Customer relationship management

Problem-solving

Job description

Who you are:

• You’ve owned complex customer relationships in B2B environments for 3+ years, preferably within the health tech industry and/or a regulated industry.
• You operate with a bias for action. Customers turn to you in critical moments, and internal teams count on your signal to make smart bets.
• You have strong project management skills. You connect dots, see risks early and keep multiple workstreams on track without breaking a sweat.
• You have an insatiable curiosity and thrive in a fast-paced and innovative environment, eager to think creatively and iterate quickly.
• Your verbal and written communication skills are exemplary, aligned with MECE principles and adapted to an asynchronous work environment.

What the job involves:

• Build long-term, trust-based relationships with forward-thinking companies in health tech
• Act as the central point of accountability for customers, ensuring the right outcomes, at the right time, with clear communication throughout.
• Listen closely, capture what matters, and surface it, so internal teams stay aligned with what customers value (and what they don’t) throughout the journey.
• Spot friction early and eliminate it - whether it is process confusion, scope drift, or quiet frustrations.
• Own every key moment - from onboarding to expansion - keeping customers focused and confident, even when the path is complex.