Customer Success Manager in City of Westminster

About Us
We are Credentially, a purpose-driven company committed to enabling accessible and safe healthcare for all. By 2030, our mission is clear: to credential 1 million healthcare workers annually, equipping them with the essential skills and expertise to deliver top-tier care. In tandem, we aspire to contribute 10 million additional hours of patient care to healthcare systems, enriching access to vital services and elevating overall patient outcomes.

Our Values
Our values are at the heart of our company and alignment with our values is the cornerstone of our recruitment process:

• Doing the right thing: Integrity guides our every decision. We hold ourselves accountable to the highest ethical standards, ensuring honesty, transparency, and fairness in all endeavours.
• Striving for excellence: We’re relentless in our pursuit of excellence. By setting ambitious goals and fostering a culture of innovation, we push boundaries to exceed expectations and drive positive change.
• Aligning as a firm: Collaboration is key to our success. We work as one cohesive team, leveraging diverse talents and perspectives to achieve our shared goals with precision and efficiency.
• Measuring impactful outcomes: Results matter. We measure success not just by numbers, but by the tangible impact we make in transforming healthcare systems and improving patient outcomes.
• Embracing teamwork and fun: We believe in the power of camaraderie and enjoyment. Through teamwork, laughter, and a supportive work environment, we inspire creativity and resilience to overcome challenges and achieve greatness.

What our software does
Credentially is an all-in-one SaaS platform that automates the painful, manual process of onboarding and credentialing healthcare professionals. Instead of chasing paperwork and juggling spreadsheets, clinics and hospitals use Credentially to:

• Collect and verify documents (licenses, training, references, background checks).
• Check compliance in real time via integrations with official databases.
• Streamline onboarding with digital forms, reminders, and dashboards.
• Continuously track workforce compliance, avoiding expired or missing credentials.
• Reduce time-to-hire from weeks to days by scaling recruitment efficiently.

By automating credentialing, we save providers countless admin hours so they can focus on delivering patient care.

Position Overview
As Customer Success Manager, you will own the post-go-live relationship with Credentially's UK healthcare clients and with it, the commercial outcomes that matter most - retention, expansion, and long-term value creation. This is not a support role. You carry a book of business and are accountable for the gross and net revenue retention of your accounts.

You will join each client engagement during the final stages of onboarding, working alongside the Implementation Lead to build context and relationships before taking primary ownership at go-live. From that point, you are the client’s main Credentially contact responsible for ensuring they realise the full value of the platform, identifying growth opportunities within the account, and turning satisfied clients into active advocates.

Key Responsibilities

• Revenue Ownership: Own renewal and expansion revenue across your book of business, including upsell, cross-sell, and contract growth opportunities. Forecast renewals accurately and manage the renewal cycle proactively, identifying risk accounts early and executing mitigation plans. Identify and develop expansion opportunities within existing accounts, working with Sales where enterprise-level deals require joint pursuit. Track and report on key commercial metrics: GRR, NRR, expansion pipeline, and renewal close rates.
• Client Management: Shadow the onboarding process in the weeks prior to go-live, building relationships and understanding each client’s goals, workflows, and success criteria before taking ownership. Serve as the primary Credentially contact for your accounts post-go-live, maintaining regular cadence through check-ins, business reviews, and proactive outreach. Conduct structured Quarterly Business Reviews, presenting ROI evidence, product usage insights, and forward-looking success plans. Build multi-threaded relationships within each account (operational contacts, compliance leads, and senior stakeholders) to protect against single points of failure. Manage a structured handover from the Implementation Lead at the close of the overlap period, ensuring continuity of context and relationship for the client.
• Product Adoption & Value Realisation: Define and track success metrics for each client, aligned to their stated business goals at the outset of the relationship. Monitor and analyse customer health metrics identifying accounts at risk of underutilisation and intervening with targeted enablement. Deliver product training and feature enablement where adoption gaps are identified, partnering with the product team on more complex workflow or configuration requirements. Responsible for driving customer adoption of new features and releases, ensuring clients understand the relevant business value and how new capabilities apply to their organisation.
• Internal Collaboration: Represent the client voice internally, surfacing product feedback, pain points, and feature requests to the Product and Engineering teams in a structured way. Collaborate with Marketing to identify and develop customer advocacy opportunities including case studies, testimonials, and referral programme participation. Work cross-functionally with Sales, Engineering, and Product to resolve escalations and improve the overall customer experience. Contribute to the development of CSM playbooks, renewal processes, and account management best practices as the team scales. Leverage AI tools to manage account health at scale using automation, data synthesis, and AI-assisted workflows to monitor portfolio risk, prepare for client conversations, and surface expansion signals across your book of business.

Skills and Qualifications

• Essential: 3+ years of experience in a Customer Success or Account Management role within a B2B SaaS business. Proven track record of owning and delivering against renewal and expansion revenue targets. Commercial acumen - comfortable with NRR/GRR metrics, renewal forecasting, and identifying growth opportunities within existing accounts. Strong relationship management skills with the ability to build trusted, multi-threaded client relationships at all levels. Excellent communication and presentation skills, able to run credible QBRs and executive-level conversations. Analytically minded - uses data to monitor account health, demonstrate ROI, and prioritise effort across a book of business. Highly organised with the ability to manage a portfolio of accounts with competing priorities and deadlines. Comfortable adopting and experimenting with AI tools in a professional context, using them to work smarter, not just faster. Curiosity about how AI can improve account management, client communication, and data analysis is more important than specific tool expertise.
• Desirable: Experience in healthcare, healthtech, or a regulated sector - understanding of compliance-driven environments and the workflows that govern them. Familiarity with healthcare staffing, credentialing, or workforce management processes. Experience working alongside an Implementation or Professional Services function, with a structured post-go-live handoff model. Exposure to customer advocacy, referral, or community programmes in a B2B SaaS context.

Why Join Credentially

• Real impact: Our customers are healthcare organisations. Better compliance means more healthcare workers can focus on patients instead of paperwork. The work matters.
• Greenfield opportunity: You’ll be shaping how we think about design as we rebuild the platform. This is a chance to set up best practices, not inherit someone else’s decisions.
• Complex, interesting problems: Compliance isn’t simple. You’ll be designing for workflows that involve multiple approvals, AI verification, regulatory requirements and time-sensitive decisions.
• UK and US market: You’ll be designing for two different healthcare systems with their own quirks and requirements. It’s challenging but never boring.

What We Offer

• Company Culture: At Credentially, we prioritise fostering a positive and inclusive work environment where our employees feel valued, motivated, and supported. Our culture is built on our core values, and we believe that by working together toward a common goal, we can achieve great things.
• Incentive Plan: Every employee at Credentially shares in the success of the business. While you remain employed at Credentially, you will be part of the company’s MIP (Management Incentive Plan), which is share‑based rather than option‑based.
• Employee Benefits: 25 days annual leave (plus public holidays), Pension scheme (3% ER / 5% EE), Enjoy Benefits: Holiday Buy / Sell scheme up to 5 days, Cycle to Work scheme, Employee Assistance Programme, Childcare vouchers, Car scheme, Gym benefits and more.
• Training and Development: Credentially is committed to your professional development. We will support you with opportunities to expand your skills through training courses, workshops, and conferences.