Customer Success Manager

Job Description
Location:
Healix Group, Healix House, Esher Green

Are you passionate about delivering exceptional client experiences and driving operational excellence? We're looking for a
Customer Success Manager
to join our global team and play a key role in onboarding, retaining, and supporting clients across our services.
Your job title in this role will be Customer Experience Framework Manager.
This is a hands-on, client-facing role where you'll lead complex implementations, ensure smooth service delivery, and collaborate with internal teams to provide a best-in-class experience from onboarding through renewal and beyond. You'll also support the Head of Customer Success in overseeing team operations and driving continuous improvement.

What We're Looking For

• Strong client-facing experience, ideally in medical assistance or risk management.
• People management experience and ability to lead a small team.
• Commercial awareness, advanced problem-solving, and data analysis skills.
• Proficiency in Microsoft Office, Jira, Salesforce, and case management systems.
• Excellent communication skills with a global mindset and ability to engage at all levels.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.

Why join us?
You'll be part of a collaborative, global team committed to delivering outstanding client experiences. If you thrive in a dynamic environment and want to make a real impact, we'd love to hear from you.

Apply now and help us shape the future of Customer Success
About The Role
What you'll do

• Oversee key projects and act as an escalation point for the Customer Success team.
• Lead client implementations, renewals, and scheme administration, coordinating internal teams and third-party suppliers.
• Manage day-to-day operational tasks, including system setup, configuration, and permissions.
• Partner with IT on product delivery, issue resolution, and system testing.
• Conduct onboarding meetings and product training sessions for clients.
• Develop and improve processes, templates, and best practices for operational excellence.
• Maintain accurate client records and contribute to cross-functional projects.
• Mentor new team members and ensure governance across the Customer Success function.

Skills Needed
About The Company
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home.

We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people.

Company Culture
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Required Criteria

• Strong client-facing experience; medical assistance and risk management experience; people management experience
• Commercial awareness; effective issue resolution; advanced problem-solving skills; proficiency in data analysis and reporting skills
• Organisational skills with excellent attention to detail; the ability to prioritise workload and manage multiple tasks

Desired Criteria

• Experience in Medical Assistance and Risk Management Services

Closing Date
Friday 19th December, 2025

Contract Type
fulltime

Salary
From £50,000.00 Yearly to £55,000.00 Yearly