Customer Success Manager | Oxford
Are you a senior client relationship professional who wants your work to genuinely matter?
We're a fast-growing, award-winning Healthcare business based in Oxford — and our technology is already transforming how patients access care across the NHS. We're looking for an exceptional Customer Success Manager to join our Clinical Engagement team and take strategic ownership of a portfolio of high-value NHS accounts.
This isn't your typical account management role. You'll be shaping the future of healthcare communication, working alongside passionate colleagues in a business that has retained its start-up energy whilst scaling to serve over 40 million patients across England, Scotland and Wales.
The Role
As a Customer Success Manager, you'll be a senior, strategic lead — building trusted partnerships with NHS clients, driving measurable growth, and ensuring every account delivers outstanding outcomes. You'll have line management responsibility for a talented team, and you'll collaborate across Marketing, Product and Business Development to maximise client value.
Your key responsibilities will include:
* Building and maintaining senior stakeholder relationships with NHS clients, acting as a trusted advisor
* Developing and delivering strategic account plans with a focus on retention, growth, and ROI
* Proactively identifying upsell and expansion opportunities to support revenue targets
* Leading contract renewals with accurate forecasting and risk management
* Owning overall client health and satisfaction across your portfolio
* Coaching and developing your team, with structured performance reviews and development plans
What We're Looking For
* Significant experience in Customer Success, Account Management, or a senior client-facing role, perhaps coming from a marketing agency as an Account Director/Senior Account Manager
* NHS or healthcare sector experience is a strong advantage
* Proven track record of driving account growth, renewals and retention
* Strong commercial acumen and strategic thinking
* Experience managing and developing team members
* Confident using data and insights to inform decisions
* Outstanding communication, relationship-building and presentation skills
* Above all, we're looking for someone who is proactive, accountable, positive, and a natural leader — someone who takes pride in their work and inspires others to do the same
What's On Offer
* Permanent role, Oxford city centre (hybrid — minimum one day per week in office)
* 37.5 hours per week with flexible start/finish options
* 25 days annual leave + bank holidays, rising with length of service (up to 5 extra days)
* 5% employer pension contribution
* Private Medical Insurance
* Cycle to work scheme & Electric Vehicle salary sacrifice
* Employee Assistance Programme
* Incentive bonus scheme rewarding both commercial and non-commercial success
* A thorough onboarding programme and access to an extensive training library
* Recognised as a Great Place to Work certified employer