Customer Success Manager

RLDatix; Greater London; Hybrid; GBP 45,000 - 70,000; Full time

Job summary

RLDatix is seeking a UK-based, fully remote Customer Success Manager to join our UK&I Customer Success team. You will build and maintain trusted relationships across cohort-based and enterprise accounts, ensuring day-to-day success engagement, adoption planning, and risk management to drive customer value.

We’re looking for 3-5+ years in customer success or SaaS, strong stakeholder management, and proficiency with CRM tools and productivity suites.

Qualifications

• 3–5+ years in Customer Success or SaaS roles.
• Proven ability to manage stakeholders and drive adoption.
• Experience with CRM systems and data reporting.

Responsibilities

• Build and maintain trusted, long-term relationships to drive satisfaction and retention.
• Use customer insight and data to improve adoption and outcomes.
• Communicate product roadmaps and align with customer goals.
• Collaborate with Sales, Support, Product and Services for smooth transitions.
• Identify and manage challenging customer situations to protect long-term relationships.

Skills

Relationship building

Stakeholder management

Analytical skills

CRM tools

Data reporting

Tools

CRM platforms

Excel

PowerPoint

Word

Reporting tools

Job description

Customer Success Manager

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

Job Description

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.

Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.

We're searching for a UK-based, fully remote Customer Success Manager to join our UK&I Customer Success team, so that we can help customers realise measurable value from RLDatix software solutions. The Customer Success Manager will build and manage strong, trusted customer relationships across cohort-based and enterprise segments, owning day-to-day success engagement, account health, adoption planning, customer sentiment, and proactive risk management.

How You'll Spend Your Time

• Build and maintain trusted, long-term customer relationships in order to drive satisfaction, retention, adoption, and advocacy across the UK&I region.
• Use customer insight, usage data, sentiment, and account context in order to determine actions that improve adoption, value realisation, and customer outcomes.
• Proactively communicate product release, upgrade, and migration roadmaps and tailor customer communications in order to align with each customer's mission and desired outcomes.
• Collaborate with Sales, Support, Product, and Services teams in order to ensure a seamless transition from implementation to steady-state success and manage renewal readiness.
• Proactively identify and manage challenging or sensitive customer situations in order to resolve issues, rebuild confidence, and protect long-term relationships.

What Kind of Things We're Most Interested in You Having

• 3-5+ years of experience in Customer Success, account management, or customer-facing SaaS roles, with demonstrable success managing customer relationships, adoption activity, and value outcomes across enterprise and/or mid-market accounts.
• Proven success in building trusted, long-term relationships, managing stakeholder expectations, and supporting customers through product adoption, workflow change, migration, or transformation activity.
• In-depth knowledge on how to engage operational, clinical, technical, and senior leadership stakeholders, with proven analytical skills and proficiency using CRM and Customer Success platforms, reporting tools, and productivity applications such as Excel, PowerPoint, and Word.
• Health-tech, healthcare software, or direct healthcare experience is highly desirable, particularly experience working with NHS, public sector healthcare, clinical operations, workforce management, risk, safety, or compliance environments.
• Sincere interest in making a positive change in healthcare, combining commercial awareness with operational discipline.
• A knack for working collaboratively across multiple teams while thriving on building strong relationships and driving adoption.

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package is designed to support your health, wellbeing, and future.

RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.

As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to [e-mail].