Role Overview Genesis is seeking an experienced Customer Success Manager (CSM) to guide our NHS and private hospital partners across the UK & Ireland on their journey from implementation to full benefit realisation. As a trusted strategic advisor, the CSM plays a pivotal role in ensuring sustained success. You’ll work closely with senior stakeholders across clinical, supply chain, and executive teams to drive outcomes that matter: enhanced financial performance, improved patient safety, and operational efficiency. What success looks like: Demonstrated value delivery and measurable outcomes Deep, trusted relationships with senior stakeholders High levels of adoption, advocacy, and customer retention This role is for a strategic, data-driven CSM who thrives in complex, regulated healthcare environments and is confident engaging at executive level. Reporting to the Sr. Manager of Customer Success, you'll own a portfolio of high-complexity healthcare accounts — acting as a senior advisor across supply chain, digital, finance, clinical, and executive teams — and translate system data into measurable ROI and sustainable adoption of Genesis' inventory and traceability platform. Regular on-site engagement across the UK and Ireland is required, with internal team meetings in London, Cork, and Manchester. Candidates based in Manchester or Dublin are preferred. Key Responsibilities Customer Value & Outcomes Own the post-implementation customer lifecycle from go-live through value maturity Define and track measurable outcomes (e.g. cost reduction, stock optimisation, charge capture, patient safety, clinical efficiency) Develop structured benefits realisation plans and executive-ready value reporting Demonstrate ROI using data and operational insight Strategic Account Leadership Serve as the primary strategic contact for assigned NHS and private hospital accounts Lead governance reviews and executive-level discussions Identify risk early and drive proactive mitigation Support renewals and expansion through clear value articulation Adoption & Change Management Drive sustained product adoption across multi-stakeholder environments Support process optimisation and operational maturity Develop referenceable sites and advocacy opportunities Cross-Functional Collaboration Partner with Operations, Product, Support and Sales to ensure seamless customer experience Provide structured customer feedback to influence product development Required Experience & Qualifications 3 years’ experience in Customer Success or Strategic Account Management Experience working with NHS Trusts or regulated healthcare organisations Proven track record of delivering measurable outcomes within complex healthcare environments Experience leading executive-level reviews and influencing senior stakeholders Strong understanding of healthcare operational workflows (supply chain, clinical systems, digital transformation, or ERP/EHR environments) Excellent communication skills both written and verbal A structured, organised approach with the ability to manage complexity and competing priorities Demonstrated ability to manage multiple complex accounts simultaneously Experience using data and analytics to evidence ROI Extensive travel required – up to 50% What Success Looks Like Clear, measurable value delivered across assigned accounts High customer adoption, retention, and advocacy Executive-level trust and partnership Customers viewing Genesis as a strategic partner What We Offer A senior, strategic Customer Success role with real executive exposure The opportunity to work with leading NHS and private healthcare organisations A collaborative, mission-driven environment Competitive salary pension Performance-based bonus aligned to retention and growth The chance to shape how value is delivered, measured, and evidenced across UK & Ireland healthcare