Customer Success

ane; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Flexible benefits

Health and wellbeing programs

Lifestyle and leisure benefits

Job summary

Userlane is seeking a Customer Success leadership-minded professional to own NHS trust portfolios from signature through renewal, driving adoption, expansion across sites and applications, and evidence-based value demonstrations. You will collaborate with CNIOs, service leads, and finance to ensure go-live success and renewal readiness.

The role requires deep knowledge of clinical workflows and how decisions are made inside trusts, with the ability to present measurable outcomes and manage

Qualifications

• Five or more years in customer success, solutions consulting, or account management with large or public sector organisations.
• Experience deploying and operating a solution, including solution design, technical demonstrations, proof of value, and post-go-live work.

Responsibilities

• Own a portfolio of NHS trusts from signature through renewal, growing each account into new sites, staff groups, and applications.
• Agree success metrics with each customer and record the starting point to measure.
• Steer implementation and onboarding with teams and partners to deliver measurable value.
• Map accounts to CNIOs and service leads, and drive quarterly reviews leading to renewal decisions.
• Advise on adoption, direct content and configuration through implementation teams, and carry learnings to other trusts.

Job description

Userlane is a software adoption platform that shows enterprises whether their software and AI investments are actually working. Our team works with some of the biggest names in regulated industries, helping them get real value from technology and giving their employees the right support inside software applications they use every day. Based in Munich, growing internationally.
Userlane combines Application Intelligence and Contextual Assistance for regulated industries. Application Intelligence shows where software creates cost and friction across the estate. Contextual Assistance helps people get work done in the moment, without training burden. We work with healthcare organizations across the US and Europe, helping clinical and operational teams work confidently in complex systems like EHRs and other core clinical and business applications.

Your mission

Your mission is to make sure the technology a trust has paid for changes how its people work, and that the trust can prove it. That runs from contract signature through implementation, go-live, and the year afterwards when adoption either holds or falls away.

You agree the measures with the customer before go-live, then steer implementation and onboarding alongside the implementation teams and partners. The Application Intelligence data shows you where staff get stuck, which training never landed, and which processes keep failing.

A customer can get real results and still be a renewal risk, because outcomes nobody can show internally do not survive a budget round. The ward manager who feels the problem is not the Chief Information Officer (CIO) who signs the contract, so you work both ends and put the evidence in the hands of whoever defends the spend.

When an account expands, to another trust in the same Integrated Care System (ICS), a new site, or a new application, you take the technical and value seat alongside sales. Expansion inside the NHS is won on evidence from the trust next door, and you are the person holding it.
What you'll do

Own a portfolio of National Health Service (NHS) trusts from signature through to the renewal decision, and grow each account into new sites, staff groups, and applications.

Agree with each customer what success will look like, and record the starting point you will measure against.

Steer implementation and onboarding with the implementation teams and partners, so the account is set up from the first week to produce proof in the customer's own terms: time saved on the job, training burden reduced, tickets deflected, go-lives de-risked.

Map the account and keep it covered: the Chief Nursing Information Officer (CNIO) and service leads who feel the problem, the programme and training teams who run the rollout, and the finance and technology leaders who defend the spend.

Run quarterly reviews with digital, clinical, and operational leaders that end in a decision, and put the evidence in the hands of whoever argues for the renewal internally, ahead of the budget round.

Advise the customer on how to run adoption, fix what the data shows by directing the implementation teams and partners on content and configuration, and carry what worked into the other trusts you hold.

Equip the trust's adoption lead and application owners so adoption survives staff turnover, rotations, and shift patterns.

Work with support on the issues that keep coming back in your accounts, and report product gaps with evidence and the commercial weight attached.

Work with the industry specialist in sales on renewal and on expansion into new trusts, sites, and applications.

Hold the technical and value seat in live deals and on those expansions: solution design, proof of value, and technical evaluation. Run the front of the security and information governance review, and bring in our security team to answer it.

Your profile

What we're looking for

You have five or more years in customer success, solutions consulting, or account management, working with large or public sector organisations.

You have deployed and operated a solution, not only managed the relationship: solution design, technical demonstrations, proof of value, and the work that follows go-live. You have been accountable for delivering what you scoped.

You know what goes wrong in the handover between the programme team and the people who have to use the system.

You know clinical systems and clinical workflows, how an EPR programme runs, and how decisions actually get made inside a trust.

You have built a business case with a customer and been there when it was measured. You know the harder part is agreeing what counts as evidence before you start.

You handle accounts where the person who feels the problem, the person who holds the budget, and the person who defends the spend are three different people.

You can read usage data and say what it means, not only report it.

You use AI tools to work faster and produce better work.

This role is for you if

You would rather hold 10 accounts closely than 40 at a distance.

You tell a customer the numbers are not there before they find out themselves.

You judge a good quarter by what the customer can now prove.

You want the renewal decision settled by evidence gathered across the whole year.

You work alongside implementation teams and partners rather than around them.

You are comfortable being the only technical person in the room.

What success looks like

Accounts reach go-live with the starting point recorded and the measurement agreed.

Every account has current evidence that its own clinical, technology, and finance leaders accept.

Renewals close inside the trust's planning cycle rather than after it.

Accounts grow into new applications, new sites, and neighbouring trusts.

Digital champion networks keep running through staff turnover without Userlane rebuilding them.

What's in for you

Shape a market. You shape how post-sales works in the US market, not just how one account is served.

Team and culture: A high-performance culture with great leadership and a fun, engaged, motivated and diverse team with people from over 20 countries.

Two-week deployment versus months for alternatives. Decisions turn into outcomes fast.

We win on expertise and outcomes, not procurement exercises and feature comparisons.

Real ownership at a pre-exit scale-up: meaningful equity and the chance to build the US post-sales motion.

Growth: We take you and your development seriously. Weekly 1:1s, a personalized skills assessment and development plan, on-the-job coaching, and budget for events and training.

Benefits: Flexible benefits related to savings and security, health and well-being, and lifestyle and leisure.