Client Success Manager

Anya LatchAid; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

An innovative health tech organization is seeking a Client Success Manager to enhance partnerships and drive impactful healthcare outcomes. In this fully remote role, you will lead client onboarding, build long-term relationships, and utilize data analytics to support clients. Join a mission-driven team that values collaboration and innovation, and help shape the future of healthcare access. If you have a passion for client success and a commitment to improving lives through technology, this opportunity is perfect for you.

Benefits

Fully Remote Position

Flexible Working

Competitive Salary

Professional Development Funding

Enhanced Paid Parental Leave

Company Pension

Premium Access to Solutions

Career Progression Opportunities

Qualifications

• 3+ years in customer success or client-facing roles.
• Experience in NHS or healthcare landscape is a plus.

Responsibilities

• Manage client relationships and ensure successful onboarding.
• Drive user adoption and monitor client satisfaction.

Skills

Customer Success Management

Relationship Building

Data Analytics

Communication Skills

Problem Solving

Strategic Thinking

Education

Experience in Healthcare

Experience in Client Management

Tools

PostHog

PowerBI

MS Excel

Job description

Anya is a health tech organisation dedicated to transforming healthcare access through technology. Our award-winning solutions address healthcare inequities in pregnancy, parenting, infant and breastfeeding, menopause, fertility, and beyond. By empowering public and private sector organisations, we deliver impactful, scalable, and user-centric support that improves lives. We are a fast-growing, mission-driven company where collaboration, innovation, and impact are at the heart of everything we do. Whilst we all work remotely, we communicate daily: supporting, collaborating, and empowering each other to reach our goals.

We’re looking for a Client Success Manager to play a key role in managing and expanding our partnerships. As part of our growing Client Success Team, you’ll have the opportunity to shape and optimize our service delivery, working alongside passionate colleagues in a supportive and fast-moving environment. You’ll be the primary point of contact for NHS, Local Authority, public health, and corporate clients, ensuring they achieve their goals while maximizing the impact of Anya’s solutions. If you’re excited about building meaningful relationships, driving adoption, and delivering measurable healthcare outcomes, this is the role for you.

As Client Success Manager, you’ll have the following responsibilities:

• Lead the launch, implementation, and optimisation of new partnerships (public and private sector) collaborating with Anya colleagues to deliver a seamless onboarding experience for new Anya clients. You’ll continue to be the primary contact for clients, managing relationships with a diverse range of stakeholders from front-line healthcare professionals to senior NHS managers and ICB executives across complex multi-organisational healthcare systems; you will understand the evolving NHS landscape and the push for integrated care delivery.
• Build long term relationships and an understanding of each client’s pain points. You’ll use your ability to focus your knowledge, skills and enthusiasm on helping clients meet their big objectives while securing long-term value for Anya.
• Use data analytics tools such as PostHog, PowerBI, and MS Excel to interrogate data to answer client questions, solve problems and generate reports.
• Monitor and drive user adoption across eligible populations, for example through: Liaising with marketing team to produce promotional assets from template designs; Coordinating and delivering engagement sessions for healthcare professionals that will empower them to confidently signpost users to Anya; Engaging with a diverse range of community stakeholders and supporting organisations to identify ways to promote Anya to the communities that they reach.
• Be responsible for client retention and the growth or upsell of new business opportunities, supported by the wider commercial team. Key KPIs will include: Achievement of outstanding client retention rate; Continuous improvement in adoption and engagement metrics, in line with client success criteria; Excellent client satisfaction scores.
• Identify client and app user advocates, seeking testimonials, case studies and other promotional activity; work with marketing colleagues to fully capitalise on these.
• Have excellent written and spoken communication skills, liaising effectively both within the Anya team and also with partner organisations. This includes: Discussing performance with clients, monitoring and evaluating impact and providing feedback about how Anya is performing against KPIs; Demonstrating the value Anya is delivering and adopt robust processes to take remedial action where it is required; Identifying blockers to adoption and engagement and working with client teams to resolve these.
• Work to a set budget for printed materials and social media advertising.
• Maintain thorough and accurate records through adopting CRM best practices.

You’ll be joining a passionate and powerful team, with the opportunity to:

• Work autonomously, operate professionally, execute consistently, and demonstrate expertise in your responsibilities.
• Represent the ‘client voice’ to inform the product roadmap, and sales and marketing processes.
• Embrace the fast-paced nature of a start-up, proactively identifying and implementing improvements to our client success processes.
• Travel to client sites to deliver impactful engagement events and product familiarisation sessions.
• Represent Anya at conferences and other public events.

What success looks like:

• Delighting our clients, with outstanding client retention and positive feedback/high satisfaction scores.
• Leveraging insights from client relationships to support product improvements.
• Demonstrating adaptability and problem-solving skills in a fast-paced environment, ensuring seamless service delivery and client success.
• Identifying and actioning opportunities for continuous improvement.
• Demonstrating your commitment to Anya’s mission; transforming healthcare access through technology and innovation.

Requirements

Our ideal candidate will have:

• 3 years of experience in a customer success, client management or other client facing roles.
• Demonstrated commitment to Anya’s mission, vision and values.
• Experience working in the NHS or wider healthcare landscape in the UK, or a willingness to learn.
• Ability to build strong relationships with clients and industry contacts, with experience managing commercial partnerships.
• Proven ability to liaise confidently and empathetically with diverse stakeholders; experience working with senior business and public sector representatives.
• An analytical mindset, comfortable using data to answer important client and business questions.
• Ability to think strategically and identify new opportunities and growth initiatives.
• Proven experience planning, prioritising and juggling multiple demands, and openness and flexibility to take on different administrative and support tasks.
• Strong written and verbal communication skills.
• Ability to work unsupervised.
• Permission to work in the UK. You can be based anywhere in the UK; this role will require occasional on-site engagement with clients that are located across the UK, primarily in the North-West.

The following are desirable. If you don’t have these, but have a willingness to learn, we’d still love to hear from you:

• Direct experience delivering improvements in infant feeding, child health, women’s health.
• Experience in startup or scale up, better still, at a HealthTech or digital health business.
• Experience of working with employee benefits platforms or corporate benefits teams.

If all of this gets you excited about the role,please submit your CV along with a cover letter(no more than 1 page) outlining your suitability for the role. Please note that due to the number of applicants, applications without a cover letter may not be reviewed.

About Anya

Anya is an award-winning digital health platform that combines AI-driven innovation with real human expertise to support people through key life journeys—from fertility and pregnancy to parenthood and menopause.

As the winner of the National AI Award for Healthcare in 2024, Anya is trusted by the NHS, insurers, and employers to provide personalised, evidence-based support.

Join Anya, and you’ll benefit from:

• Fully Remote Position:Work from anywhere in the UK, with opportunities for in-person team-building activities and away days.
• Flexible working:at Anya we take pride of supporting work-life balance and family commitments, most of our team are working parents.
• Competitive Salary:Reflective of experience and potential.
• Professional Development:Funding for training and certifications to grow your skills.
• Enhanced Paid Parental Leave:Supporting you during key life moments.
• Company Pension:Helping you plan for your future.
• Premium Access to Anya’s Solutions:Free app access for you, your friends and family.
• Career progression:Opportunities for career progression in an exciting and rapidly growing start-up expanding into new markets and sectors.

How to Apply:

Interested candidates should submit their CV and a short cover letter outlining their experience and motivation for joining Anya using this link.

Join us in shaping the future of perinatal care and making expert support accessible to parents everywhere!