Senior Customer Success Manager

1 week ago

London, Greater London, United Kingdom TOP DOCTORS Full time £60,000 - £80,000 per year

Top Doctors Group keeps growing

Do you want to join the company that has revolutionised private medicine and medical technology? At Top Doctors Group, we work to digitalise healthcare and strengthen our position as the global leader in eHealth.

We deliver innovative digital health, patient acquisition, and patient-experience solutions to NHS and private healthcare providers through our Top Doctors UK and iWantGreatCare brands. As we expand our portfolio with new software and AI solutions for hospitals in the UK and Ireland, we are looking for an experienced Customer Success Manager Lead to manage key client relationships and oversee strategic accounts and projects.

We are open to hiring professionals based either in Barcelona or fully remote in the UK.

What will be your role?

  • Act as the primary point of contact for senior stakeholders across the NHS, private hospitals, and key healthcare partners during onboarding, implementation, and ongoing delivery.
  • Build strong relationships with decision-makers "from ward to board", ensuring our solutions support their strategic priorities.
  • Lead and mentor the Client Managers and Client Support teams for our B2B UK & Ireland business across the UK, Ireland, and Barcelona, providing coaching, guidance, and performance oversight.
  • Oversee contract renewals and account plans, ensuring a clear, structured retention strategy for every client.
  • Identify upsell opportunities and collaborate with Client Managers and Business Development teams to drive organic growth.
  • Work closely with the Managing Director to define priorities and develop strategic plans for client expansion.
  • Monitor and enhance client satisfaction, implementing processes to measure and improve NPS and renewal health.
  • Gather client feedback and work with the Product team to translate insights into development opportunities.
  • Represent Top Doctors Group at customer events, NHS/private healthcare conferences, and strategic meetings when needed.
  • Maintain impeccable CRM records and ensure accurate account documentation.

Minimum requirements:

  • Strong experience acting as a Senior Customer Success or Client Manager, managing healthcare clients in the UK (NHS and private hospitals).
  • Proven success in leading client-facing teams and managing full account portfolios.
  • Strong stakeholder management skills and the ability to engage senior executives.
  • Experience presenting to boards and hospital leadership teams.
  • Ability to understand and discuss technology and software solutions (no technical expertise required).
  • Experience in the Irish healthcare market is a strong plus.
  • Ability to travel across the UK, Ireland, and Barcelona.
  • Spanish is desirable but not required.

What we offer:

  • Competitive base salary with a bonus scheme based on agreed targets.
  • Stakeholder pension.
  • Full-remote work model (home-based in the UK).
  • Opportunities for growth and professional development.
  • A dynamic, international team that values inclusion and diversity.

At Top Doctors Group, we are proud to create an inclusive work environment where we value and respect the diversity of all people. We firmly believe that this is the only way for the entire team to fully develop their talent and contribute to the success of our company. We are committed to adapting to your personal needs, so we encourage you to contact us if you need any type of adjustment, and we will help you to maximise your talent. We're here for you

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