NHS Customer Success Manager

Surgery Hero; United Kingdom; Remote; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking digital clinic dedicated to transforming surgical experiences. As an NHS Customer Success Manager, you'll play a pivotal role in onboarding and retaining NHS clients, ensuring they derive maximum value from our innovative solutions. This entry-level position offers a unique opportunity to contribute to a mission-driven organization focused on making a difference in healthcare. With remote work options and a commitment to employee growth, you will thrive in a collaborative environment alongside passionate colleagues. If you're ready to help shape the future of healthcare, this role is for you.

Benefits

Remote work across the UK

Equity options

24 days of annual leave plus bank holidays

Learning and development support

Qualifications

• Experience working inside or directly with the NHS.
• Experience in project management and/or account management.

Responsibilities

• Enhancing Customer Success processes for onboarding and product adoption.
• Managing real-time queries and compiling progress reports.

Skills

NHS Experience

Project Management

Account Management

Quantitative Analysis

Microsoft Office Suite

Presentation Design

Tools

Canva

Job description

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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. 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, Sword is using AI Care to change lives and save millions for over 25,000 enterprise clients across three continents. We hold the majority of industry patents, win 70% of competitive evaluations, and have raised over $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.

Recognized as a Forbes Best Startup Employer in 2025, we focus on being a destination for top talent. Since our market debut in 2020, we've experienced rapid growth and created a mission-driven, value-oriented environment loved by our team. Valued at $3 billion, we are in a phase of hyper-growth and expansion, seeking passionate, committed, and energetic individuals to help scale our global impact.

Joining Sword means embracing core values such as “do it for the patients” daily and always “deliver more than expected” for our members and clients.

This is your chance to make a significant difference on a large scale, working with over 900 talented colleagues across three continents. Your mission? To help build a pain-free world powered by AI, enhanced by people — accessible to all.

About the role

We are seeking an NHS Customer Success Manager to scale our business, providing exceptional service to clients and partners, and growing our NHS accounts. This role is suited for individuals with operational experience working in or for the NHS. Candidates without NHS experience will not be considered.

In this role, you will onboard new clients and ensure retention and growth of existing NHS customers. Your main goals are to increase product adoption and maximize value for NHS clients. When our customers succeed, retention and growth follow. This customer-centric mindset is a core value across our organization.

WHAT YOU’LL BE DOING

• Enhancing and creating new Customer Success processes, including onboarding, training, and product adoption
• Onboarding new NHS customers and fostering growth and retention with existing ones
• Surveying users and recommending improvements to maximize impact
• Maintaining a proactive/reactive relationship with assigned accounts
• Managing real-time queries and compiling progress reports

WHAT YOU’LL BRING

• Experience working inside or directly with the NHS
• Experience in project management and/or account management
• A growth mindset demonstrated by growing strategic accounts and contributing to financial goals
• A quantitative approach, understanding key metrics and how to improve them
• Familiarity with Microsoft Office suite
• Experience designing presentations; Canva skills are a bonus

BENEFITS

• Remote work across the UK
• Equity options in the company
• 24 days of annual leave plus bank holidays
• Support for learning and development to help you grow

Please apply via this link: https://surgeryhero.recruitee.com/o/customer-success-manager

Seniority level

• Entry level

Employment type

• Full-time

Industries

• Wellness and Fitness Services

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Location: London, England, United Kingdom, posted 1 week ago