Customer Success Manager (SaaS)

Founding Customer Success Manager (Clinical SaaS Applications)
Liverpool, hybrid working - 3 days office
£40k-£50k base plus bonus plus healthcare and hybrid working

This opportunity is for an experienced Customer Success professional to join an innovative healthtech company, that is transforming patient care globally. Providing cutting-edge clinical software that streamlines workflows for frontline healthcare providers. As part of their growth, they are looking for a founding Customer Success Manager to establish their customer success function from the ground up and ensure their clinical partners achieve maximum value.

The Role

As the first dedicated Customer Success hire, you will bridge the gap between healthcare technology and clinical practice. You will personally manage all early clinic and hospital accounts, design the onboarding blueprints, and build the foundation for the future CS department. This is a high-impact role requiring a mix of strategic leadership, customer onboarding understanding, and hands-on execution.

Key Responsibilities

• Own the end-to-end implementation and onboarding process for customers.
• Design the company’s foundational customer success strategies, playbooks, and health metrics.
• Partner with clinical champions and healthcare executives to ensure software ROI.
• Translate complex clinical feedback into actionable product requirements for engineering teams.
• Mitigate churn risks by proactively solving integration, compliance, or usability issues.
• Establish a scalable support system to resolve technical and operational queries quickly.

What We Are Looking For

• Experience: MUST HAVE, recent 3+ years in Customer Success or Account Management, in SaaS or MedTech.
• Start-up Spirit: Proven ability to thrive in a fast growing scale-up with no pre-existing playbook.
• Communication: Ability to manage requirements and expectations, between customers, partners and delivery teams.
• Logical planner: Ability to build out a repeatable process and playbook for onboarding, adoption, customer success, renewal and growth.