(Senior) Customer Success Manager (UK Healthcare)

Digital Workforce Services (DWF) is an international leader in business automation and technology solutions, with over 200 large organisations relying on the company’s services to drive transformation through automation. DWF’s Outsmart platform and services, including Enterprise AI Agent solutions, empower large organisations to transform knowledge work and drive tangible operational change. Founded in 2015, Digital Workforce now employs over 200 business automation specialists across the UK & Ireland, the US, and Northern and Central Europe. The company has a proven record of automating critical tasks and end‑to‑end care pathways within healthcare organisations, which continues to transform patient care, enhance productivity, and improve financial sustainability.

This role is fundamental to the success of DWF’s growth plan, with responsibility for driving customer retention, satisfaction, and account growth within a portfolio of existing customers.

As a Customer Success Manager (UK Healthcare), you will take care of a portfolio of existing NHS customers and drive long‑term value. You will be required to collaborate closely with key stakeholders to ensure customers maximise the value of the automation and AI solutions and services they have purchased. You will also work closely with internal teams to ensure effective service delivery. This role is focused on customer retention, satisfaction, and account growth.

What You Will Do:

• Build and strengthen customer relationships: develop trusted relationships with key stakeholders across customer organisations and act as a trusted partner for operational and service‑related matters.
• Drive long‑term customer value: help customers progress in their automation and AI journeys by understanding their priorities, supporting the identification of new automation opportunities in key target areas, and fostering long‑term partnership development.
• Manage customer success and service delivery: proactively manage the successful delivery of services across assigned NHS customer accounts, ensuring customers achieve their expected outcomes and value from our solutions.
• Drive account growth: work closely with key customer stakeholders, Account Directors, and the wider UK healthcare team to identify opportunities for upselling and cross‑selling into your existing customer base.
• Maintain and close pipeline: for accounts without an Account Director assigned, own the forecasting, qualification, deal progression, and conversion of upsell opportunities.

What we offer:

• A chance to join a market‑leading, enterprise‑grade automation and AI provider with a strong growth trajectory.
• An opportunity to play a key role in the fast‑paced, high‑performing UK healthcare team at the core of the company’s strategy.
• The ability to drive meaningful transformation across the NHS through automation and AI.
• An international work environment and collaborative culture.
• Encouragement for learning and self‑development.

We might be looking for you if you match these criteria:

• Experience in customer success, service management, account support, or a similar customer‑facing role (ideally within an NHS environment).
• Good understanding of automation, business process development, or related technologies.
• Strong commitment to customer satisfaction and a proven ability to establish trust and build long‑term customer success.
• Ability to identify customer needs and turn them into meaningful business outcomes together with internal teams.
• Strong communication, stakeholder management, and problem‑solving skills.
• Ability to work effectively with multiple internal and external stakeholders.

OTE Range: £60k – £90k per annum (depending on seniority and experience)

Join us in redefining healthcare through automation and AI. If you are passionate about customer value and building strong partnerships, we would love to hear from you.