Customer Success Manager (Medtech)

TL;DR

Customer Success Manager (Medtech): Managing a portfolio of enterprise NHS accounts to drive adoption, retention, and long-term value with an accent on navigating complex healthcare environments. Focus on building trust with clinical leads, scaling processes for new secondary care markets, and leveraging AI tools to optimize patient care workflows.

Location: Must be based in or able to commute to London (Shoreditch) for hybrid work (3 days/week in office)

Salary: £50,000 – £65,000 plus equity

Company

hirify.global is a fast-growing health-tech company building a unified platform to improve productivity and patient care across the NHS.

What you will do

• Manage a portfolio of 5–11 enterprise NHS accounts end-to-end, from implementation to renewal.
• Build and deepen relationships with clinical leads and digital transformation stakeholders.
• Drive adoption of hirify.global products, including the AI-powered Scribe note-taker.
• Collaborate cross-functionally with marketing, implementation, and commercial teams to improve customer outcomes.
• Contribute to building and codifying account management playbooks as the team scales.
• Navigate complex NHS organizational structures and funding uncertainties to maintain account stickiness.

Requirements

• Proven experience in customer success, account management, or a relationship-heavy role.
• Ability to act as a trusted advisor, balancing empathy with constructive pushback.
• Comfortable building processes from scratch in an evolving environment.
• Genuine interest in the NHS and understanding of its operational complexity.
• AI-native mindset with experience using modern tools to automate routine tasks.
• Strong communication skills with the ability to adapt style for diverse stakeholders.

Culture & Benefits

• Office-first culture with 3 days per week in the dog-friendly Shoreditch office.
• 28 days of holiday plus bank holidays.
• Flexible benefits package including healthcare, pension, and life insurance.
• Enhanced parental leave and fertility support.
• Free healthy breakfasts, snacks, and lunches provided by an in-house chef.
• Up to 4 weeks per year to work from anywhere.