NHS Customer Success Manager

Surgery Hero; London; Remote; GBP 40,000 - 65,000; Full time

Job summary

Surgery Hero seeks an NHS Customer Success Manager to enhance client partnerships and service for NHS accounts. This role requires operational experience with the NHS and focuses on improving client onboarding and retention. Join a growing team dedicated to making a difference in healthcare through innovation and exceptional service.

Benefits

Work remotely across the UK

Healthy options package

24 days of annual leave

Pension scheme

Learning and development support

Qualifications

• Experience working inside or directly with the NHS.
• Exceptional customer service skills.
• Experience with project management and/or account management.

Responsibilities

• Onboard new NHS customers and ensure growth and retention.
• Improve Customer Success team processes.
• Survey users to enhance service impact.

Skills

Customer Service

Project Management

Growth Mindset

Quantitative Analysis

Tools

Microsoft Suite

Canva

Job description

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About Surgery Hero

Surgery Hero is a digital clinic that helps people prepare for and recover from surgery at home. Our mission is to help 100 million people have a successful operation. The Surgery Hero team combines clinical science with consumer tech, backed by regulatory and research expertise having helped build companies such as Huma, Spotify, and the NHS. Come join us and do some of the most important work of your career.

Surgery Hero was acquired by Sword Health in 2025.

Sword Health is on a mission to free two billion people from pain.

With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using AI Care to change lives, and save millions for our 25,000+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognised as a Forbes Best Startup Employer in 2025, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we've also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we're looking for individuals with passion, commitment, and energy to help us scale our global impact.

Joining Sword means committing to a set of core values, chief amongst them to "do it for the patients" every day, and to always "deliver more than expected" on behalf of our members and clients.

This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by AI, enhanced by people - accessible to all.

About the role

We are looking for an NHS Customer Success Manager who can help us scale our business, providing exceptional service for clients and partners and helping Surgery Hero to grow it's NHS Accounts. This role is well suited to individuals who have an operational background working in or for the NHS. Candidates who have not worked in or directly with the NHS will not be considered.

In this role you will be responsible for onboarding new clients and ensuring the retention and growth of our existing customer base. Your primary goals will be to increase product adoption and ensure our NHS clients are getting as much value as possible from Surgery Hero. When our customers achieve their goals, retention and growth follows. This customer-centric mindset extends past the Customer Success team and is a core value and ethos across the business.

WHAT YOU'LL BE DOING

• Improving and creating new Customer Success team processes including customer onboarding, customer training, product adoption, and more
• Helping onboard new NHS customers and ensuring growth and retention with existing NHS Customers
• Surveying users and making recommendations to ensure users get more impact from our solutions
• Maintain a balanced proactive/reactive relationship with your assigned accounts
• Managing real time queries and compiling progress reports

WHAT YOU'LL BRING

• Experience working inside or directly with the NHS
• Experience with project management and/or account management
• Exceptional customer service skills
• A growth mindset that has been demonstrated by the ability to grow strategic accounts and contribute to financial objectives
• A quantitative approach: an understanding of the key metrics Surgery Hero should monitor and how to effect improvement in them
• Familiarity with the Microsoft suite
• Familiarity with designing presentations and Canva software a bonus

Company benefits

• Work remotely across the UK
• Get a real stake in the company with a healthy options package
• 24 days of annual leave (plus all bank holidays)
• Pension scheme
• Summer and winter company-wide get-togethers
• Learning and development support to help you grow in your role