Customer Value & Adoption Leader

Userlane; Greater London; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Equity

Flexible benefits

Job summary

Userlane in London seeks a high-impact Customer Success / Solutions Consultant to own NHS trust portfolios from signature to renewal. You will collaborate with clinical, IT, and finance leaders to demonstrate value, drive adoption, and expand across sites and applications.

You will map stakeholders, steer implementations with partners, and secure renewal decisions with concrete evidence. You’ll leverage AI tools to accelerate insights and optimize outcomes for regulated healthcare clients.

Qualifications

• You have five or more years in customer success, solutions consulting, or account management, with large or public sector organisations.
• You have deployed and operated a solution, including design, demonstrations, proof of value, and post go-live work.
• You understand handover between programme teams and end users.
• You know clinical systems and NHS workflows and how decisions are made in a trust.
• You have built business cases with customers and proven evidence before starting.
• You handle accounts where budget holders and decision-makers differ.

Responsibilities

• Own NHS trust portfolios from signature through renewal, expanding to new sites and applications.
• Agree success metrics with customers and record starting points.
• Steer implementation and onboarding with teams and partners to enable early value.
• Map accounts to CNIOs, service leads, and finance/tech leaders for buy-in.
• Run quarterly reviews with leaders to drive renewal decisions with evidence.
• Advise on adoption and direct content/configuration improvements for future rollouts.

Skills

Customer success

Solutions consulting

Account management

Clinical systems knowledge

Data analysis

AI tools usage

Tools

CRM software

Job description

Userlane in London seeks a high-impact Customer Success / Solutions Consultant to own NHS trust portfolios from signature to renewal. You will collaborate with clinical, IT, and finance leaders to demonstrate value, drive adoption, and expand across sites and applications.

You will map stakeholders, steer implementations with partners, and secure renewal decisions with concrete evidence. You’ll leverage AI tools to accelerate insights and optimize outcomes for regulated healthcare clients.