CUSTOMER SUCCESS MANAGER

Zenrox Healthcare Ltd; Greater London; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

Zenrox Healthcare Ltd. is seeking a Customer Success professional to join our London-based, hybrid/remote team. You will be the trusted advisor to NHS and private facility customers, ensuring they realize value from ZenroxIQ, drive retention, and contribute to product strategy.

You’ll lead onboarding, training procurement teams, monitor usage, and orchestrate expansions while collaborating with product, sales, and engineering to translate feedback into improvements.

Qualifications

• 3+ years customer success, account management, or client services experience.
• Experience in B2B SaaS or marketplace models.
• Excellent communication with healthcare professionals and procurement teams.
• Data-driven approach to measuring customer value.
• Proactive problem-solving with ability to anticipate customer needs.
• Experience managing multiple accounts simultaneously.
• Comfortable with ambiguity and building processes from scratch.
• Genuine interest in healthcare and improving operational efficiency.

Responsibilities

• Own customer relationships post-sale, serving as primary point of contact.
• Conduct onboarding and training for procurement teams at healthcare facilities.
• Drive product adoption, usage, and realization of cost savings targets.
• Identify expansion opportunities (additional departments, equipment categories, subscription upgrades).
• Monitor customer health metrics and proactively address churn risk.
• Conduct quarterly business reviews demonstrating ROI and identifying optimization opportunities.
• Gather customer feedback and translate into product improvement recommendations.
• Develop customer success playbooks, best practices, and training materials.
• Build case studies and success stories from top-performing customers.
• Manage escalations and coordinate cross-functional support.

Skills

Customer success

Account management

B2B SaaS

Communication skills

Data-driven

Problem solving

Procurement

Healthcare knowledge

Job description

Location: London (Hybrid) or Remote (UK-based)

Salary: £40,000 + retention bonus + equity

About Zenrox

Zenrox Healthcare UK provides an AI-powered procurement platform to NHS trusts, private hospitals, and healthcare facilities. Our ZenroxIQ platform delivers 15-20% cost savings and transforms equipment purchasing from reactive to strategic.

The Opportunity

Be the trusted advisor to our healthcare facility customers. You'll ensure they maximize value from ZenroxIQ, drive retention and expansion, and serve as the voice of the customer to shape our product roadmap.

What You'll Do

• Own customer relationships post-sale, serving as primary point of contact
• Conduct onboarding and training for procurement teams at healthcare facilities
• Drive product adoption, usage, and realization of cost savings targets
• Identify expansion opportunities (additional departments, equipment categories, subscription upgrades)
• Monitor customer health metrics and proactively address churn risk
• Conduct quarterly business reviews demonstrating ROI and identifying optimization opportunities
• Gather customer feedback and translate into product improvement recommendations
• Develop customer success playbooks, best practices, and training materials
• Build case studies and success stories from top-performing customers
• Manage escalations and coordinate cross-functional support

What You Bring

• 3+ years customer success, account management, or client services experience
• Strong understanding of B2B SaaS or marketplace business models
• Excellent communication skills with healthcare professionals and procurement teams
• Data-driven approach to measuring and demonstrating customer value
• Proactive problem-solving with ability to anticipate customer needs
• Experience managing multiple accounts simultaneously
• Comfortable with ambiguity and building processes from scratch
• Genuine interest in healthcare and improving operational efficiency

Ideal Background

• Customer success in healthcare technology, medical devices, or clinical software
• Experience with NHS or private healthcare facility customers
• Procurement, supply chain, or operations background
• Previous role at early-stage startup building customer success function
• Familiarity with AI/ML products and explaining technical capabilities to non-technical users
• Project management or implementation experience

Why Join Zenrox

• Foundational customer success role with significant equity
• Work directly with healthcare leaders solving meaningful challenges
• Shape customer experience and success strategy from day one
• See tangible impact through customer cost savings and efficiency gains
• Opportunity to build and lead customer success team as we scale