Senior Manager Customer Success Enterprise

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

Job summary

A healthcare technology company in Richmond is seeking a Senior Manager, Customer Success (Enterprise) to lead a team of Customer Success Managers. The role involves ensuring customer satisfaction, retention, and advocacy while collaborating cross-functionally. Ideal candidates have over 5 years of experience in Customer Success and are proficient with Salesforce and Customer Success tools. This position offers a hybrid working model.

Qualifications

• 5+ years in Customer Success, Account Management, or client-facing SaaS roles.
• 1–2 years of experience managing or mentoring a team in a customer-facing environment.
• Familiarity with large enterprise customers and multi-stakeholder account management.

Responsibilities

• Lead and develop a team of Enterprise Customer Success Managers.
• Coach and mentor team members in managing executive-level customer relationships.
• Oversee Executive Business Reviews (EBRs) and customer success planning.

Skills

Customer Success

Account Management

Executive stakeholder engagement

Cross-functional collaboration

Tools

Salesforce

Excel

Customer Success tools (Gainsight, ChurnZero, Certinia)

Job description

Senior Manager, Customer Success (Enterprise) | UK&I 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 (Enterprise) to join our UK&I Customer Operations team, so that we can deliver outcome-led success across our most strategic and high-value customers. The Senior Manager, Customer Success (Enterprise) will lead and develop a team of Customer Success Managers to ensure customer satisfaction, retention, and advocacy while embedding consistent success practices across enterprise accounts.

How You’ll Spend Your Time

• Lead and develop a team of Enterprise Customer Success Managers to drive proactive engagement and account success.
• Coach and mentor team members in managing executive-level customer relationships and delivering value plans.
• Oversee and support Executive Business Reviews (EBRs), adoption strategies, and customer success planning for enterprise accounts.
• Collaborate cross-functionally with Sales, Professional Services, Product, Support, and the RLDatix Academy to align on customer outcomes.
• Monitor and mitigate at-risk accounts, ensuring timely interventions to support renewals and long-term retention.

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

• 5+ years in Customer Success, Account Management, or client-facing SaaS roles.
• 1–2 years of experience managing or mentoring a team in a customer-facing environment.
• Proven ability to engage and influence executive-level stakeholders in complex or regulated enterprise environments.
• Familiarity with large enterprise customers and multi-stakeholder account management.
• Strong cross-functional collaboration skills with Sales, Services, Product, Support, and training teams.
• Proficiency in Customer Success tools (Gainsight, ChurnZero, Certinia), Salesforce, Excel, and collaboration tools.
• Healthcare or SaaS industry experience is preferred.