Senior Manager Customer Success Cohort

RLDatix; Richmond; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A healthcare technology firm in London, Richmond is looking for a Senior Manager, Customer Success (Cohort) to lead a team focused on mid-market customer engagement. This role involves designing customer success programs, collaborating across teams, and driving customer adoption and retention. Candidates should have over 5 years of relevant experience, ideally in SaaS, and be interested in innovative healthcare solutions. This position allows hybrid working arrangements with potential travel.

Qualifications

• 5+ years’ experience in Customer Success, Account Management, or similar roles.
• Experience leading or designing scaled customer success programs in a digital-first model.
• Operational mindset with proven skills in planning, analytics, and playbook execution.
• Ability to work hybrid in the UK with occasional travel.

Responsibilities

• Lead and coach a team of Cohort CSMs to drive adoption and customer outcomes.
• Design and oversee execution of one-to-many engagement strategies.
• Collaborate cross-functionally to ensure smooth onboarding and retention.
• Track and report on portfolio health and customer sentiment.

Skills

Customer Success

Account Management

SaaS client-facing experience

Team leadership

Planning and analytics

Tools

Gainsight

ChurnZero

Certinia

Salesforce

Job description

Senior Manager, Customer Success (Cohort) | Customer Operations | London, Richmond | Hybrid

RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organisations 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-based Senior Manager, Customer Success (Cohort) to join our Customer Operations team. In this role, you will lead a team of Customer Success Managers (CSMs) responsible for engaging RLDatix’s mid-market customer segment through one-to-many, programmatic engagement models—driving adoption, retention, and measurable customer outcomes at scale.

The Senior Manager, Customer Success (Cohort) will play a pivotal role in defining the future of digital-first Customer Success, ensuring consistency, efficiency, and quality across our cohort portfolio while collaborating closely with cross-functional teams across Sales, Services, Support, Product, Marketing, Operations, and the RLDatix Academy.

How You’ll Spend Your Time

• Lead and coach a team of Cohort CSMs to drive adoption, retention, and customer outcomes across mid-market portfolios.
• Design and oversee execution of one-to-many engagement strategies, including webinars, cohort sessions, digital outreach, and success campaigns.
• Use digital tools and automation to monitor health, guide proactive engagement, and improve portfolio performance.
• Collaborate cross-functionally with Sales, Services, Product, and Marketing to ensure smooth onboarding, adoption, and retention.
• Track and report on portfolio health, adoption metrics, and customer sentiment to influence strategy and operational improvements.

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

• 5+ years’ experience in Customer Success, Account Management, or similar SaaS client-facing roles.
• Experience leading or designing scaled customer success programmes in a digital-first model.
• Operational mindset with proven skills in planning, analytics, and playbook execution.
• Team leadership experience in a cross-functional or matrixed environment.
• Familiarity with CS platforms (Gainsight, ChurnZero, Certinia) and CRM tools (Salesforce).
• Genuine interest in healthcare, SaaS, and scalable customer success strategies.
• Ability to work hybrid in the UK with occasional travel to customer events and internal team sessions.