Enterprise Customer Success Manager U.K

👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 55+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain, Latin America, Australia, and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

We’re redefining veterinary software with Provet, a market-leading, cloud-based practice management system. We’re looking for a commercially minded, strategic Enterprise Customer Success Manager to own relationships with our largest and most complex UK customers, including multi-site veterinary groups.

You’ll be the strategic relationship owner for your portfolio, accountable for retention, commercial growth and executive engagement ensuring customers realize measurable value from Provet and see us as a trusted long-term partner! 🚀

Your key responsibilities include:

• Strategic Account Management: Own a portfolio of high-value enterprise accounts, building strategic account plans aligned to each customer’s objectives and establishing clear governance across multi-site organizations.

• Retention & Commercial Growth: Take accountability for renewals and account health, proactively mitigate commercial risk, and partner with Sales to identify and close expansion opportunities across locations, products and modules.

• Executive Engagement: Build trusted relationships with C-suite and senior leaders, lead executive business reviews, and handle escalations and commercially sensitive conversations with confidence.

• Adoption & Value Realization: Create success plans that link product adoption to measurable business outcomes, and support customers through change, new launches and AI-enabled capabilities.

• Cross-Functional Leadership: Act as the internal owner of the customer relationship, coordinating Product, Engineering, Support, Implementation and Sales, and driving accountability without direct authority.

• Customer Advocacy: Develop references, case studies and advisory board participants, and represent enterprise needs in roadmap discussions and at UK industry events.
  

What will help you to be successful in this role?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, our humble wishlist includes:

• Experience: Proven experience in Enterprise Customer Success, Strategic Account Management or a similar role within SaaS or technology, managing complex, high-value relationships.

• Commercial Acumen: Track record supporting renewals, retention, expansion and commercial negotiations.

• Executive Presence: Experience influencing C-suite stakeholders and navigating escalations and challenging conversations.

• Strategic & Analytical Skills: Ability to translate business priorities into account plans and interpret customer, commercial and adoption data.

• Influence: Ability to lead cross-functional initiatives without direct authority.

• Communication: Excellent communication and presentation skills, with fluent written and spoken English.

• Location: UK-based, with the ability to travel to customer sites and industry events as required.
  

How success is measured

Gross and Net Revenue Retention, customer health scores, adoption of key modules (including upsells), CSAT/NPS, executive engagement and timely escalation resolution.
In your first 90 days you’ll build a deep understanding of the portfolio and initial account plans; by 6 months you’ll have structured executive governance in place; and by 12 months you’ll be delivering strong retention.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare

• Competitive compensation and benefits

• Learning and professional growth opportunities

• The tools you need, and enjoy using

• Frequent company events and talented colleagues from around the world

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person.

Recruitment Fraud Alert

Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. name.surname@nordhealth.com or careers@nordhealth.com). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at careers@nordhealth.com. Your safety and trust are very important to us!