Customer Success & Implementations Manager

The Legends Agency; London; Hybrid; GBP 125,000 - 150,000; Full time

Job summary

A health tech company is seeking a Customer Success & Implementations Manager to lead impactful SaaS rollouts across the UK healthcare sector. You will be responsible for managing platform implementations, maintaining relationships with over 500 GP surgeries, and driving platform adoption. The ideal candidate should have over 4 years of experience in SaaS implementations and possess strong analytical and communication skills. This role offers a remote work arrangement and a competitive salary.

Qualifications

• 4+ years in SaaS implementations or customer success, managing complex rollouts.
• Proven experience handling large account volumes in a fast-paced environment.
• Adaptable and proactive, comfortable in a high-output start-up setting.

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.
• Drive adoption and usage of the platform to deliver measurable customer value.

Skills

Excellent written and verbal communication skills

SaaS implementations

Strong analytical skills

SQL knowledge

Technical confidence

Commercial awareness

Adaptability

Education

Degree-educated

Job description

Overview

Customer Success & Implementations Manager

Lead impactful SaaS rollouts across the UK healthcare sector

Remote | R50 000pm

About Our Client 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. With a mission-driven approach and a focus on tangible impact, they are scaling rapidly across the healthcare sector. The team thrives on collaboration, agility, and a deep commitment to 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 / Qualifications

• 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