Manager of Customer Success

RLDatix; United Kingdom; Hybride; GBP 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Private health insurance

Group accident insurance

Employee Assistance Program

Loyalty awards

Résumé du poste

RLDatix in the UK & Ireland is seeking a Manager of Customer Success to lead a team of Customer Success Managers across the region. You will drive adoption, renewals, and advocacy while ensuring alignment with RLDatix's mission to improve healthcare outcomes.

The role requires a proven track record in enterprise SaaS, people leadership, and the ability to collaborate with Sales, Support, Services, and Product to deliver measurable customer outcomes.

Qualifications

• 5+ years' experience in customer success, account management, or SaaS customer engagement, ideally with enterprise or complex multi-stakeholder customers
• Proven success in improving customer engagement, product usage, satisfaction, sentiment, retention, or NPS
• Strong leadership presence and ability to influence senior stakeholders

Responsabilités

• Lead, manage, and develop a team of Customer Success Managers across the UK & Ireland
• Drive consistent execution of the CS operating model
• Monitor team workload, customer risk, adoption progress, and account health
• Review customer health metrics and renewal readiness; manage priority accounts
• Collaborate with Sales, Renewals, Services, Support, and Product to ensure smooth handover and opportunities for expansion

Connaissances

Team leadership

Customer success

SaaS / enterprise

CRM & data analytics

Cross-functional collaboration

Stakeholder management

Formation

Bachelor's degree in a relevant field

Outils

Salesforce

Power BI

Excel

PowerPoint

Description du poste

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 Successto 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 Successwill 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 escape 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.