Manager of Customer Success

RLDatix; Tottenham; On-site; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Private health insurance

Employee Assistance Program (EAP)

Loyalty Awards for long-service

Job summary

RLDatix is seeking a UK & Ireland based Manager of Customer Success to lead a team of Customer Success Managers, drive measurable outcomes across health, adoption, value realisation, retention and advocacy. You will oversee execution of CS processes and partner across Sales, Renewals, Services, Support, and Product.

You will guide teams through complex customer scenarios, improve engagement and sentiment, and ensure smooth handover from implementation to ongoing success.

Qualifications

• 5+ years' experience in customer success, account management, or SaaS engagement with enterprise or complex multi-stakeholder customers.
• Proven ability to improve customer engagement, adoption, retention, or NPS through structured CS practices.
• Ability to embed success planning, adoption management, and measurable outcomes across a team.

Responsibilities

• Lead, manage, and develop a team of Customer Success Managers with clear direction and performance support.
• Drive consistent execution of CS operating model aligned to processes, outcomes, and priorities.
• Monitor team workload, risk, adoption, and account health; identify trends and recommend actions.
• Review customer health and progress; oversee priority accounts and remediation actions.
• Partner with Sales, Renewals, Services, Support, and Product to support renewals and advocacy.

Skills

Customer success

Leadership

SaaS

Enterprise accounts

Data analytics

CRM platforms

Excel / PowerPoint / Word

AI-enabled tools

Tools

CRM systems

Excel

PowerPoint

Word

AI-enabled tools

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 and Ireland based Manager of Customer Success to join our Customer Success team, so that we can drive measurable outcomes across customer health, adoption, value realisation, retention, and advocacy. The Manager of Customer Success will lead a team of Customer Success Managers across the UK and Ireland to ensure consistent execution of the Customer Success operating model and align Customer Success activity to RLDatix's mission to enable safer, better healthcare.

How You'll Spend Your Time

• Lead, manage, and develop a team of Customer Success Managers through clear direction, coaching, feedback, and performance support in order to reinforce accountability, collaboration, and high standards
• Drive consistent execution of the Customer Success operating model to align team activity to agreed processes, customer outcomes, and business priorities
• Maintain visibility of team workload, customer risk, adoption progress, and account health in order to elevate themes and recommendations and support the team through complex, sensitive, or high-risk customer situations
• Review customer health, sentiment, NPS, adoption, and success plan progress to identify trends, risks, and corrective actions, and provide operational oversight of priority accounts
• Partner with Sales, Renewals, Services, Support, and Product in order to support renewal readiness, surface expansion and advocacy opportunities, and ensure effective handover from implementation into Customer Success

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

• 5+ years' experience in customer success, account management, or SaaS customer engagement, ideally with enterprise, public sector, or complex multi-stakeholder customers, including experience leading, coaching, or managing customer-facing teams
• Proven success in improving customer engagement, product usage, customer satisfaction, sentiment, retention, or NPS through structured customer success practice, with experience supporting organisations and teams through change and the adoption of new products, services, or migration from legacy platforms
• In-depth knowledge on how to embed success planning, adoption management, measurable outcomes, and value-realisation activity across a team, alongside a trusted leadership presence that influences and builds credibility with senior stakeholders
• Confidence using customer success platforms, CRM systems, data analytics tools, and everyday productivity tools such as Excel, PowerPoint, and Word; experience using AI-enabled tools to improve scalability and efficiency is desirable
• Sincere interest in improving healthcare outcomes and enabling teams to help customers realise meaningful value from RLDatix solutions
• A knack for working collaboratively and influentially within a cross-functional environment spanning Sales, Support, Product, Services, and Customer Success

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Key benefits include private health and group accident insurance, an Employee Assistance Program (EAP) for confidential support, and Loyalty Awards for long-service employees.

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].

Salary offers are based on a wide range of factors including location, relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also taken into consideration.