Customer Success Manager

Customer Success Manager Location: London, United Kingdom (Hybrid) Employment Type: Full-Time Department: Customer Operations Compensation: £40,000 + Retention Bonus + Equity About Zenrox Zenrox Healthcare UK delivers an AI-powered procurement platform designed for NHS trusts, private hospitals, and healthcare providers. Our flagship solution, ZenroxIQ , enables organisations to achieve 15–20% cost savings while transforming procurement from a reactive function into a strategic, data-driven capability. The Opportunity We are seeking a proactive and customer-centric Customer Success Manager (CSM) to serve as a trusted advisor to our healthcare clients. In this role, you will own post-sale relationships, drive product adoption, and ensure customers realise measurable value from the ZenroxIQ platform. You will play a critical role in retention, expansion, and customer advocacy, while also acting as the voice of the customer to inform product development and strategic decisions. Key Responsibilities Customer Relationship Management Serve as the primary point of contact for customers post-implementation Build and maintain strong, long-term relationships with key stakeholders Act as a trusted advisor, aligning platform capabilities with customer goals Onboarding & Adoption Lead onboarding and training for healthcare procurement and operations teams Drive product adoption and ensure consistent platform usage across accounts Support customers in achieving targeted cost savings and operational efficiency Retention & Growth Monitor customer health metrics and proactively mitigate churn risks Identify and drive expansion opportunities across departments and product modules Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI and optimisation insights Customer Insights & Advocacy Gather and analyse customer feedback to inform product improvements Translate insights into actionable recommendations for Product and Engineering teams Develop case studies, testimonials, and success stories showcasing platform impact Process Development & Execution Create and optimise customer success playbooks, onboarding frameworks, and training materials Manage escalations effectively, coordinating cross-functional teams to resolve issues Contribute to building scalable customer success processes as the company grows Requirements Minimum of 3+ years' experience in Customer Success, Account Management, or client-facing roles Strong understanding of B2B SaaS, marketplace, or platform-based business models Excellent communication and stakeholder management skills Data-driven mindset with the ability to demonstrate and communicate customer value Strong problem-solving skills with a proactive, customer-first approach Proven ability to manage multiple accounts simultaneously Experience working in fast-paced or startup environments Preferred / Advantageous Experience Background in healthcare technology, medical devices, or clinical software Experience working with NHS or private healthcare organisations Knowledge of procurement, supply chain, or healthcare operations Exposure to AI/ML-driven products and value communication Project management or implementation experience Experience building or scaling customer success functions Why Join Zenrox High-impact role with meaningful equity participation Direct engagement with healthcare leaders solving real operational challenges Opportunity to shape the customer success strategy from the ground up Deliver measurable, real-world impact for healthcare organisations Clear growth pathway into leadership as the company scales How to Apply Interested candidates should submit their CV along with a brief example of a customer success achievement via: https://www.zenroxmed.co.uk/jobs/customer-success-manager/ Subject Line: Customer Success Manager Application