Strategic Healthcare CS & Platform Growth Lead

Inter Systems; Windsor; On-site; GBP 70,000 - 100,000; Full time

Job summary

InterSystems seeks an experienced Customer Success Manager to lead managed services engagements across healthcare organizations using IRIS, HealthShare, and TrakCare. You will own onboarding through renewal, aligning contractual commitments with clinical outcomes and regulatory requirements.

You will build executive relationships with CIOs and CMIOs while coordinating cross-functional teams in delivery, engineering, cloud, and support to ensure reliable service and patient safety.

Qualifications

• 7+ years of experience in enterprise client-facing roles (Managed Services, SaaS, Healthcare IT, Consulting, or Cloud operations)
• Demonstrated experience supporting InterSystems healthcare platforms (IRIS for Health, HealthShare, IntelliCare, and/or TrakCare)
• Experience managing executive relationships within healthcare organizations
• Strong financial acumen with the ability to manage service margins
• Experience coordinating cross-functional teams across Product, Eng, Ops, and Clinical stakeholders
• Experience with healthcare interoperability standards (HL7 v2, FHIR, CDA, DICOM)
• Background supporting EHR ecosystems and clinical systems
• Experience in regulated environments with HIPAA or equivalent compliance requirements
• Familiarity with cloud-hosted healthcare platforms and hybrid infrastructure
• ITIL or similar service management framework certification
• Experience with subscription-based or managed services commercial models
• Bachelor’s or Master’s degree in Computer Science, Engineering or related technical field

Responsibilities

• Own the full managed services lifecycle for healthcare clients using InterSystems platforms: onboarding, adoption, optimization, steady-state operations, renewal, and expansion
• Ensure successful transition from implementation or sales to operational support with clear scope, service definitions, and readiness criteria
• Establish governance structures tailored to healthcare organizations, including operational reviews, executive business reviews, and regulatory reporting requirements
• Maintain documented success plans aligned to clinical, operational, and interoperability objectives
• Lead complex discussions including service performance, scope changes, incident impacts, and contract alignment
• Own financial performance of healthcare managed services engagements
• Monitor service consumption relative to contract scope and platform usage
• Identify opportunities for optimization, expansion, and renewal across InterSystems solutions
• Partner with Sales on account strategy and long-term growth
• Ensure services remain aligned to contracted scope while supporting healthcare operations
• Coordinate with Managed Services teams supporting InterSystems environments (cloud, database, interoperability engines, infrastructure, security)
• Ensure service delivery meets SLAs for highly available clinical systems
• Partner with Product/Engineering teams on escalations, upgrades, patches, and roadmap alignment
• Oversee incident management for mission-critical healthcare applications
• Escalate systemic risks affecting availability, performance, or data integrity
• Monitor client health metrics, adoption indicators, and satisfaction levels
• Lead executive communications following major incidents or outages impacting clinical workflows
• Drive continuous improvement of onboarding, operational processes, and service delivery models
• Capture feedback to inform product evolution and service enhancements
• Maintain comprehensive engagement documentation and governance artifacts
• Ensure compliance with healthcare regulations and data protection requirements (e.g., HIPAA)
• Identify operational, security, or commercial risks early and drive mitigation plans

Skills

Executive relationships

Healthcare IT

IRIS for Health

Financial acumen

Cross-functional coordination

HL7 v2

FHIR

HIPAA compliance

EHR ecosystems

Cloud/hybrid infrastructure

ITIL certification

Managed services business models

Education

Bachelor’s or Master’s degree in Computer Science, Engineering or related technical field

Tools

ITIL certification

Job description

InterSystems seeks an experienced Customer Success Manager to lead managed services engagements across healthcare organizations using IRIS, HealthShare, and TrakCare. You will own onboarding through renewal, aligning contractual commitments with clinical outcomes and regulatory requirements.

You will build executive relationships with CIOs and CMIOs while coordinating cross-functional teams in delivery, engineering, cloud, and support to ensure reliable service and patient safety.