Customer Success & Implementations Manager

The Legends Agency; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

An innovative health tech company is seeking a Customer Success & Implementations Manager to lead impactful SaaS rollouts in the UK healthcare sector. In this role, you will manage complex implementations, maintain relationships with over 500 GP surgeries, and drive platform adoption to ensure customer satisfaction. Candidates should have a degree, strong communication skills, and over four years of experience in customer success or SaaS implementations.

Qualifications

• 4+ years in SaaS implementations or customer success.
• Experience managing large account volumes.
• Proven track record of project management.

Responsibilities

• Project manage platform implementations.
• Run discovery calls to understand customer goals.
• Build onboarding playbooks.
• Maintain strong relationships with GP surgeries.
• Drive adoption of the platform.

Skills

Communication skills

Analytical skills

Customer relationship management

SaaS implementations

Education

Degree

Tools

SQL

Job description

Overview

Customer Success & Implementations Manager — Lead impactful SaaS rollouts across the UK healthcare sector. Remote | R50 000pm

Our client is an innovative health tech company delivering cutting-edge solutions to transform patient care in the UK. Their flagship platform is used by hundreds of GP surgeries to improve efficiency, enhance patient outcomes, and drive measurable results. They are scaling rapidly across the healthcare sector with a mission-driven approach that emphasises collaboration, agility, and empowering healthcare providers with the tools they need to succeed.

Responsibilities

• Project manage platform implementations, coordinating internal resources to meet rollout deadlines
• Run discovery calls to understand customer goals and tailor launch strategies
• Build scalable onboarding playbooks to accelerate time to go-live
• Manage a portfolio of 500+ GP surgeries, maintaining strong, ongoing relationships
• Lead strategic account reviews and monitor customer health metrics
• Drive adoption and usage of the platform to deliver measurable customer value
• Handle renewal and upsell conversations across your account base
• Troubleshoot technical issues and support customers through configuration
• Create help documentation, video tutorials, and support materials
• Analyse account data to identify trends, risks, and growth opportunities
• Support customers with data protection processes and serve as the internal data compliance expert
• Provide customer feedback and insights to inform product development

About You

• Degree-educated with excellent written and verbal communication skills
• 4+ years in SaaS implementations or customer success, managing complex rollouts
• Proven experience handling large account volumes in a fast-paced environment
• Strong analytical skills, with SQL knowledge preferred
• Technically confident and quick to learn new systems
• Commercially aware, with experience managing renewals and upsells
• Adaptable, proactive, and comfortable in a high-output start-up setting