Get AI-powered advice on this job and more exclusive features.
Location: Milton Keynes office (2 days per week) / Hybrid
Type: Full-Time, Permanent
About IMS MAXIMS:
In operation since 1986, IMS MAXIMS is a leader in patient administration systems (PAS), electronic patient record systems (EPRs), and clinical technology. Our expert team partners with healthcare organisations to deliver tailored, sustainable information-sharing technology solutions that support safer and more efficient care for current and future generations.
We operate across three legal entities: UK, Ireland and Romania, serving clients across multiple jurisdictions and healthcare systems. IMS MAXIMS is part of Total Specific Solutions (TSS), an international provider of IT business solutions across various sectors including healthcare, finance, and government. Leveraging TSS’s expertise and innovation, we deliver tailored solutions that drive success for our customers.
TSS is a division of Topicus.com Inc., a publicly traded company on the Canadian TSX Venture Exchange, which is part of the Constellation Software Inc. (CSI) group, a global leader in vertical business software.
About the role
As a Customer Success Manager (CSM) at IMS MAXIMS, you will be the trusted advisor for our healthcare clients, ensuring they realise maximum value from our digital health solutions. You will lead client onboarding, engagement, and adoption strategies, driving satisfaction, retention, and growth across our NHS, HSE, and private hospital clients.
This role combines client-facing leadership with strategic oversight, contributing to senior leadership initiatives, implementing scalable frameworks, and improving operational efficiency. You will collaborate across Customer Success, Service Delivery, and Customer Support to ensure our customers achieve their goals and have an exceptional experience with our solutions.
Please note, applicants must have the legal right to work in UK.
Main responsibilities and deliverables
* Serve as the ‘voice of the customer’, providing internal feedback on how we can better serve them to maximise customer value and retention.
* Schedule, prepare and deliver business reviews for customers, with the top priority of proving ROI that leads to renewals/expansion.
* Increase customer adoption of platform features and best practices to maximise ROI, ensuring the basis for retention, satisfaction, and growth.
Customer success and relationship management
* Understand our customer’s business challenges and current and potential use cases for IMS MAXIMS.
* Establish and maintain a strategic and strong, trusted-advisor relationship with healthcare customers.
* Lead onboarding, training, and adoption programs to ensure customers achieve their goals.
* Monitor client health metrics and proactively address risks to satisfaction and retention.
* Identify and act-upon opportunities to expand client relationships through up-sell or cross-sell initiatives.
* Collaborate with internal teams to improve processes, drive adoption of best practices, and deliver exceptional client outcomes.
* Contribute insights to guide product, service, and strategy improvements.
* Establish and refine scalable frameworks for client engagement, onboarding, and retention.
* Monitor performance across Customer Success, Service Delivery, and Support teams, proposing improvements where needed.
Team leadership & culture
* Mentor and develop high-performing teams across customer-facing functions.
* Promote a culture of accountability, collaboration, and continuous learning.
* Support recruitment and succession planning to strengthen the Customer Success function.
What we’re looking for
* Ideally 8+ years of proven experience in customer success, account management, or service delivery within a healthcare or technology environment.
* Strong understanding of healthcare operations, digital health platforms, and client engagement strategies.
* Exceptional relationship-building skills, with the ability to influence stakeholders at all levels.
* Action-oriented, with the ability to quickly assess and integrate inputs across functions (Support, Product, ENG) and translate into a scalable solution and clear customer narrative.
* Demonstratable success in driving client adoption, retention, and measurable outcomes.
* Excellent communication, strategic planning, and problem-solving abilities.
* Familiarity with CRM and customer success platforms.
Preferred qualifications
* Bachelor’s or master’s degree in healthcare management, business, or a related field.
* Experience working with NHS, HSE, or other healthcare providers.
* Certifications in Customer Success, Project Management, or ITIL are desirable.
* SaaS, enterprise software, or digital health platforms experience is a plus.
* Proven ability to scale customer success operations in a high-growth environment.
What we offer
* Collaborative and inclusive team culture
* A competitive compensation and benefits package, including private medical insurance, life assurance, pension, contribution towards gym membership, additional holidays for long-service.
At IMS MAXIMS we believe an inclusive culture that embraces diverse perspectives will enable us to make more effective decisions in line with our purpose. This is why we are looking for the best, whoever they are. We encourage candidates from all backgrounds to apply. To find out more about IMS MAXIMS, please visit our website at www.imsmaxims.com
All applicants will be subject to pre-employment checks.
#J-18808-Ljbffr