Customer Success Manager in Oxford

Customer Success Manager within our Clinical Engagement Team

In Brief

Our Customer Success Managers (CSM) are senior members of the Account Management team and are the strategic leads for their allocated accounts. CSMs are responsible for building partnerships with our clients, driving long-term value and delivering measurable growth across accounts. Responsible for ensuring excellent client service and delivery, the CSM takes a proactive approach to identify and maximise opportunities for contract upsells and renewals.

Contract type: Full-time, Permanent

Hours of work: Monday to Friday, 37.5 hrs / week (08:00-16:30 or 08:30-17:00 or 09:00-17:30) with potential flexible working support within these bands

Place of work: Hybrid of central Oxford office and home (min of 2 days to be agreed)

About the role

The CSM has line management responsibilities, supporting the development of colleagues and contributing to a high-performing, customer-centric culture, as well ensuring effective ways of working and allocation of roles and responsibilities across accounts. The role operates across all areas of the business. You will work closely with the Marketing team to shape impactful client communications, the Product Development team to influence and evolve our technology, and the Business Development team to unlock strategic growth opportunities and maximise account value.

Specific responsibilities include:

• Stakeholder Management & Relationship Building: Builds and maintains senior-level relationships with clients and key stakeholders, acting as a trusted advisor. Develops a deep understanding of clients needs, challenges and priorities and aligning to Consultant Connect solutions to deliver long-term value.
• Strategy, Growth & Retention: Ensures all allocated accounts have strategic account plans and works in collaboration with colleagues to deliver plans. Ensures project impact and ROI is demonstrated to key stakeholders on a regular basis. Proactively identifies and delivers upsell and expansion opportunities to support meeting revenue targets. Conducts quarterly risk reviews with RAG status across accounts. Leads contract renewal process, maintaining accuracy in renewal forecasting.
• Client Success & Satisfaction: Owns overall client health, retention and satisfaction across allocated accounts. Works with the team to proactively identify trends, challenges and opportunities from client feedback, taking appropriate action. Champions client success through case studies and PR.
• Leadership, Line Management & Team Development: Provides line management, coaching and development for team members, ensuring 100% completion of performance reviews and development plans. Drives team engagement, contributing to 80% Great Place To Work score. Works with the Group Customer Success Directors to plan and deliver structured team development initiatives, including at least two dedicated development days annually. Creates a high-performing environment with clear expectations, accountability and support.

What skills are we looking for:

• Significant experience in Customer Success, Account Management, or similar senior client-facing role.
• Previous experience working with/for the NHS is preferable.
• Strong commercial acumen with a proven track record of driving account growth, renewals and retention.
• Excellent strategic thinking and problem-solving skills.
• Proven experience managing and developing team members.
• Advanced data interpretation skills and confidence using insights to drive decisions.
• Outstanding communication, relationship-building and presentation skills.

At Consultant Connect, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:

• Proactivity: focuses on 'how' to be proactive rather than reactive; planning, adding value, problem solving, managing up. Results driven, self-motivated, flexible, and resilient.
• Ownership & accountability: takes accountability for their work, seeks out advice from best placed people to help shape solutions and next steps, works with peers to gain insights and avoids unnecessary escalation where possible, takes a sense of pride in work to ensure accuracy and consideration.
• Positivity: approaches projects, challenges, and people with a positive, can-do attitude.
• Leadership: demonstrates leadership to wider and more junior members of the team.

About the company

Consultant Connect is a telemedicine provider transforming patient care in the NHS through better communications. Our services are used by over half the NHS in England, Scotland and Wales, covering 40 million patients. Our services are available to over 5,000 GP practices and 9,500 specialists.

We offer; Enhanced Advice & Guidance: Telephone Advice & Guidance and Photo Messaging Advice & Guidance, supported by the National Consultant Network, and Referral Triage for areas with high backlogs, again supported by the National Consultant Network. Our Telemedicine Devices, Patient Connect service, and Patient Initiated Follow Up service enable providers to mobilise their workforce and maximise efficiency.

About the team

We’re a passionate bunch at Consultant Connect and share the same desire to improve patient care through better communication within the NHS. We’re proud to be a Great Place To Work™ certified company as well as, ranking 63 / 100 for UK’s Best Workplaces for Wellbeing – Small (20-50 employees), and ranking 78 / 100 for UK’s Best Workplaces for Women – Small (20-50 employees). Although the team has grown rapidly over recent years, our ‘start-up’ mentality remains and we encourage new ideas, knowledge sharing and suggested process improvements. We work in a fast-paced environment that is subject to constant change, which makes working at Consultant Connect both exciting and challenging. Our office is based in Oxford city centre and we currently operate a hybrid working policy, encouraging colleagues to come into the office at least once a week.

Our values

Our company values are embedded within our behaviour and approach to work, colleagues and client partners:

• Compassion: Being aware of other’s needs, encouraging and supporting colleagues, celebrating others successes, treat clients and colleagues with respect, create an environment where people feel valued and understood, show empathy and understanding, be patient.
• Accountability: Take ownership of work, have a team-focused attitude, follow company policies and procedures, continuously strive to be better, transparently communicate with others, build trust within our team and with clients.
• Respect: Listen to understand, be encouraging, share information, express gratitude, be a team player, value diversity and inclusion and ask questions to understand.
• Excellence: Seek opportunities to enhance skills/knowledge, strive for continuous improvement, solutions-orientated mindset, demonstrate enthusiasm and dedication and embrace new ideas.

What you can expect from us

Salary: This role is fully budgeted with a competitive salary reflective of its seniority and impact as well as internal parity, with the full range shared early in the recruitment process.

Onboarding & development: We have a thorough onboarding programme which ensures you get to meet all members of the team and have all the necessary training you need to succeed in the role. We also offer an extensive training programme to help you develop in your role and have a strong close-knit team who are always on hand to offer support and guidance.

Employee benefits: We value our team, and this is reflected in our benefits package, which includes:

• 25 days annual leave + bank holidays
• Time in service (up to 5 days extra annual leave, receive 1 day for every year at Consultant Connect – kicks in after 2 years)
• 5% Pension Contribution (employer and employee)
• Private Medical Insurance provided by Healix
• Free eye test
• Free flu vaccination
• Cycle to work scheme
• Electric vehicle salary sacrifice scheme
• Employee Assistance Programme
• 5x days dependency leave
• 1x volunteer day per year
• Training Programme access, delivered by Teladoc (our parent company) and Consultant Connect
• Incentive scheme – rewarding commercial and non-commercial success

Equality and Diversity: Consultant Connect adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes.