Premier Customer Success Manager - NHS Software

The Access Group; Loughborough; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Premier Customer Success Manager to enhance NHS software solutions. This role involves strategic engagement with C-level executives, driving digital transformation, and ensuring customer satisfaction. You will manage key accounts, develop tailored success plans, and utilize data analytics to predict renewal risks. Join a vibrant team that values collaboration and personal growth, while enjoying a flexible hybrid working environment, competitive salary, and a range of benefits. If you're passionate about making a difference in healthcare technology, this opportunity is for you.

Benefits

25 days holiday

Matched pension scheme

Charity day

Flexible working environment

Qualifications

• Proven experience in customer success or consulting roles in healthcare.
• Expertise in engaging and influencing C-level executives.

Responsibilities

• Manage a portfolio of NHS customers to drive retention and advocacy.
• Build partnerships with C-level executives and key stakeholders.
• Guide NHS organizations through digital transformation.

Skills

Stakeholder Engagement

Digital Transformation

Customer Success Management

Change Management

Commercial Acumen

Education

Bachelor's Degree

Relevant Certifications

Job description

Premier Customer Success Manager - NHS Software

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Premier Customer Success Manager - NHS Software

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Premier Customer Success Manager - NHS Software

**This role will be based 3 days a week in the office**

We are looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what is important to them.


What does Access offer you?

We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We will work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you are with us), and a matched pension scheme, you will also be able to choose from a range of benefits to suit you. We are an organisation that likes to give back, so you will also have one charity day allocated to support a cause that matters to you.

About you:

You are a highly collaborative, strategic professional with a strong background in executive stakeholder engagement, digital transformation, and customer success. With a proven track record of working with NHS leaders, and ideally community mental health organisations, you excel at driving meaningful impact through technology. Acting as a trusted advisor, you align our solutions with our customers priorities, ensuring long-term value realisation. Your ability to manage C-level relationships, articulate ROI, and drive adoption is complemented by your strong organisational skills in orchestrating cross-functional teams, managing success plans, mitigating renewal risks, and ensuring high-value engagement throughout the customer journey.


Day-to-day, you will:

• Own and manage a portfolio of strategic NHS customers and drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), ensuring long-term value realisation and advocacy.
• Build trusted partnerships with C-level executives, decision-makers, and key stakeholders.
• Develop and execute tailored customer success plans, ensuring alignment with our customers digital and transformation strategies.
• Act as a strategic advisor, guiding NHS organisations through digital transformation and change management.
• Deliver on key elements of the premier plan service including leading Quarterly Business Reviews (QBRs) and executive briefings, driving engagement and showcasing ROI.
• Use data analytics and success metrics to track adoption trends, predict renewal risks, and drive strategic interventions.



Your skills and experiences might also include:

• Proven experience in senior customer success or consulting roles, ideally within the NHS and the provision of IT solutions, EPRs for community mental health organisations.
• Expertise in stakeholder engagement, change management, and digital transformation in healthcare settings.
• Ability to engage, influence, and build trusted relationships with C-level executives and senior stakeholders.
• Strong commercial acumen, with experience in revenue retention, upsell, cross-sell, and driving business growth.
• Experience leading customer success plans, defining, driving, and measuring business outcomes.


What are we all about?

The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA, and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you are excited about this role, (even if your previous experience does not align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let us make a difference together.

Love Work. Love Life. Be You.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Software Development

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