Customer Success Manager

MediShout; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

An innovative healthcare startup in Leeds is looking for a Customer Success Manager to drive projects and improve digital transformation in hospitals. The successful candidate will be responsible for building strong client relationships, onboarding users, and ensuring the optimal use of the MediShout app. This role requires extensive travel across the UK and internationally. Competitive salary package with bonuses and share options offered.

Benefits

Employee share options

25 days annual leave

Hybrid working

Qualifications

• Experience in healthcare improvement or project management.
• Proficient in building relationships with various stakeholders.
• Willingness to travel frequently for in-person meetings.

Responsibilities

• Develop implementation strategies for hospitals and suppliers.
• Drive user engagement with the MediShout App.
• Manage relationships with new and existing customers.
• Capture and analyze data for actionable insights.

Skills

Digital Transformation

Customer Relationship Management

Problem Solving

Communication

Job description

Summary

MediShout is a fast-growing, international startup that digitises operational pathways in healthcare so staff can deliver best patient care. Our App is the first in healthcare for staff to report and resolve any operational issue that delays them (e.g. faulty IT, broken equipment, missing stock, estates issues), leading to staff time saved, fewer operations cancelled and better patient care. Our main customers are healthcare suppliers; medical device companies with billions in revenue and global facilities management companies.

MediShout is entering an exciting growth phase and seeking a Customer Success Manager to drive our value creation and commercial growth, by leading the delivery of new projects and pilots when we onboard new hospitals and healthcare suppliers. Your success will see our platform continue to expand in the UK and internationally, and this will require weekly travel to hospitals in England and abroad as we scale.

About MediShout

• The world's first platform aggregating all operational departments and suppliers in hospitals
• Hospital staff and patients can report any operational issue using our app or QR codes
• Working with global medical device companies and facilities management companies
• Huge growth opportunity to ramp up our global expansion by onboarding more suppliers
• Backed by renowned investors; Heal Capital, Episode1, Nickleby Capital, KHP, Atomico Angels
• On the NHS Innovation Accelerator and Microsoft for Startups Accelerator
• The core values we seek in our employees:
• Be Trustworthy (b) Be Impactful (c) Be Empathetic (d) Be Insightful (e) Be Adaptable
  
  

The Job Role

We are looking for a Customer Success Manager to solve real-world challenges for our healthcare customers. You will create implementation strategies for hospitals and/or medical equipment suppliers, ensuring high user-adoption of our platform by frontline staff. You will build strong relationships with customers at all levels; from frontline healthcare staff, to senior managers and also C-suite executives. This role is hands-on, meaning you will need high energy and be willing to travel frequently to be on-site in hospitals to ensure that excellent digital transformation occurs and customers receive optimum value. When in hospitals you will need to visit wards or other clinical areas. MediShout is expanding our services across the UK, Ireland and Nordics so you will need to travel where required to present to customers, carry out training and product deployments, and engage with existing users.

Requirements

Your Responsibilities

• Digital Transformation
• Partner with our internal Account Manager to engage and influence client representatives, driving momentum and unlocking new sites for deployment as part of successful launch execution
• Take ownership of managing relationships with both new and existing customers, including hospitals and equipment suppliers, ensuring strong collaboration and ongoing success
• Work with new customers to map their existing processes and identify where our technology can add the most value, developing a clear deployment strategy that supports effective rollout across their sites
• Lead the implementation and user onboarding of our technology in hospitals, ensuring it integrates seamlessly with clinical pathways and existing systems
• User Adoption: Drive staff engagement with the MediShout App, promoting sustained usage and delivering measurable value to frontline teams
• Act as a subject matter expert by building deep knowledge of our current product capabilities and future roadmap, actively engaging with teams across the business to stay informed and aligned
• Contribute to continuous improvement by identifying opportunities for enhancement, raising uncertainties or discrepancies, and ensuring team and process documentation remains clear and up to date
• Build and Manage Relationships With Customers
• Represent MediShout with confidence, identifying and engaging the right stakeholders within customer organisations to meet implementation and adoption goals
• Build trusted relationships across all levels - from clinical staff to senior managers and C-suite executives - to drive projects and new launches to successful completion
• Understand customer needs and guide them in using the relevant features and functionality of our platform to maximise value
• Ensure any product issues are escalated appropriately, working with the Product Team to resolve them and communicating updates clearly back to customers
• Make sure customer queries are addressed promptly and accurately, maintaining a high standard of service
• Data Oversight
• Capture and analyse data that demonstrates the value of our solution or highlights opportunities for process improvement
• Take responsibility for the data generated through MediShout, supporting the creation and publication of case studies and impact reports
• Work closely with the Product Team to deliver actionable, data-driven insights into how our technology can further support healthcare operations
• Collaborate with MediShout's C-suite and take ownership of delivering against monthly and quarterly OKRs
  
  

Requirements

• Industry: have professionally worked with hospitals, healthcare staff or medical equipment suppliers
• Experience: experience working in healthcare improvement, digital transformation or project management
• Commercial awareness: able to identify and create opportunities to expand further with existing customers
• Problem solving: a proactive and solution orientated approach to customer challenges
• Travel: willing and able to visit hospitals in the UK, Ireland, Nordics by public transport and/or driving. Will involve multiple client visits each week
• Communication: empathetic and friendly, build rapport with clinical and non-clinical stakeholders with the ability to present to a wide group including to senior stakeholders
• Startups: customer-facing experience in start-ups or SaaS companies is ideal
  
  

Characteristics Desired

• Trustworthy: be dependable and honest, deliver what you promise or communicate if you can't
• Impactful: passion for improving global healthcare, take pride in work, problem-solver
• Empathetic: treat colleagues/clients with respect, listen and understand challenges of the team
• Insightful: have insight into your strengths and weaknesses, openly receive and give feedback
• Adaptable: manage complex processes in a changing environments, be flexible, can-do attitude
  
  

Benefits

Salary, Benefits and Specifics

• £45-55k OTE (depending on experience) comprising salary plus performance related bonus. Salary review at intervals
• Employee share options (EMI scheme), which vest at intervals
• 25 days annual leave, plus Bank Holidays
• Employee Assistance Programme (access to counselling services, financial planning, discounts)
• Work Laptop and accessories
• Access to Spaces & Regus co-working
• Hybrid working, Monday to Friday (8.30am to 5.30pm)
• The role requires a willingness to travel. Will involve multiple client visits each week
• The role is subject to a 6-month probation period
  
  

What We Provide

• Personal development; be very supported by the senior management team
• Achieve career ambitions with a pathway to grow within the company
• Feel valued and empowered to contribute to company growth
• Work with a passionate, exceptional and smart group of individuals
• Flexible working where possible