At a Glance
- Tasks: Lead a team to enhance customer success across primary and secondary healthcare.
- Company: Join Accurx, a fast-growing tech company transforming NHS productivity.
- Benefits: Competitive salary, flexible working, generous holiday, and free meals.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional development.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: Experience in customer success or account management with a passion for growth.
The predicted salary is between 70000 - 90000 £ per year.
Accurx is solving healthcare productivity for the NHS. For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we’re changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care. What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices.
We’ve automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe, our AI-powered note-taker that drafts medical notes in real-time.
Accurx works with 41 of the 42 NHS ICBs and is growing fast in secondary care. To keep up with how the NHS is organising itself, our Account Management team has just moved to a regional model, with leads for London, the South and the North. The goal is simple: join up what we’re learning across primary care, secondary care, acute, community and mental health, and make sure the best opportunities get surfaced across the whole of England, not just in one set of ICBs.
You’ll lead a team of Customer Success Managers across primary and secondary care and be the strategic, zoomed-out view of the region. Your team is close to the accounts. Your job is to spot the patterns across them, turn what they’re hearing into strategy, and help Accurx show up at a regional level.
The challenges you’ll solve as a Customer Success Lead:
- Lead and grow a team of CSMs. You’ll coach them, unblock them and help them do the best work of their careers.
- Bring two very different care settings together. Primary care is about deepening trust we’ve built over years. Secondary care is about firsts: new services, longer implementations and goalposts that move. You’ll spot trends, gaps and duplicated effort across the region and turn them into projects, goals and growth opportunities in products like Accurx Scribe and Total Triage.
- Own the commercial picture for your region. You’ll keep a close eye on churn, risk, renewals and upsell across your team’s accounts, and represent the region at our weekly business reviews with the exec team.
- The regional model is brand new. You’ll work closely with implementation, transformation, support and business development, making sure the voice of our customers shapes where Accurx goes next.
You have a few years of people management in customer success or account management, and you love helping others grow. You’ve been on a startup to scale-up journey, worn a lot of hats, and taken customers from never having heard of you to being your biggest advocates. You care about depth, not volume. You don’t need to be in the weeds of every account. You’re curious about the NHS. Healthcare experience is welcome but not essential. You’ll be joining an established but fast-growing Tech for Good movement, where we’re led by our Principles and our mission to Solve Healthcare Productivity.
Compensation Range: 70K - 90K
Location: London (Shoreditch)
Employment Type: Full time
Location Type: Hybrid
Department: Go-To-Market Customer Success
Benefits:
- Adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life.
- Flexible Working: We are an office-first culture and ask that you’re in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am-4pm.
- Time off: You’ll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year.
- Family matters: We offer enhanced parental leave, fertility support and parental loss support.
- Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
Diversity and Equal Opportunities: We are an equal opportunities employer and a pleasant and supportive place to work. We particularly welcome applications from those who are significantly underrepresented in the technology sector, such as women, non-binary people, transgender people, people with disabilities, LGBTQIA+ community and individuals from Black and Minority Ethnic communities.
Customer Success Coordinator Hybrid in London employer: Accurx
Accurx is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the healthcare sector. With a focus on employee growth, you will have the opportunity to engage directly with NHS professionals and patients, shaping meaningful solutions while enjoying flexible working arrangements and generous benefits, including enhanced parental leave and free meals in our Shoreditch office. Join us in our mission to revolutionise healthcare communication and be part of a team that values your contributions and fosters your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Coordinator Hybrid in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accurx. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accurx before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Coordinator Hybrid in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accurx:Your cover letter is your chance to shine! Tell us why you want to work at Accurx specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accurx!
How to prepare for a job interview at Accurx
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
