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- Tasks: Guide NHS and private hospitals to achieve success with our innovative healthcare solutions.
- Company: Genesis, a leader in healthcare technology with a focus on customer success.
- Benefits: Competitive salary, pension, performance bonuses, and executive exposure.
- Other info: Extensive travel required; dynamic role with opportunities for growth and influence.
- Why this job: Make a real impact in healthcare while building trusted relationships with senior stakeholders.
- Qualifications: 3+ years in Customer Success or Strategic Account Management, preferably in healthcare.
The predicted salary is between 60000 - 75000 £ per year.
Genesis is seeking an experienced Customer Success Manager (CSM) to guide our NHS and private hospital partners across the UK & Ireland on their journey from implementation to full benefit realisation. As a trusted strategic advisor, the CSM plays a pivotal role in ensuring sustained success. You’ll work closely with senior stakeholders across clinical, supply chain, and executive teams to drive outcomes that matter: enhanced financial performance, improved patient safety, and operational efficiency.
What success looks like:
- Demonstrated value delivery and measurable outcomes
- Deep, trusted relationships with senior stakeholders
- High levels of adoption, advocacy, and customer retention
This role is for a strategic, data-driven CSM who thrives in complex, regulated healthcare environments and is confident engaging at executive level. Reporting to the Sr. Manager of Customer Success, you’ll own a portfolio of high-complexity healthcare accounts — acting as a senior advisor across supply chain, digital, finance, clinical, and executive teams — and translate system data into measurable ROI and sustainable adoption of Genesis’ inventory and traceability platform. Regular on-site engagement across the UK and Ireland is required, with internal team meetings in London, Cork, and Manchester. Candidates based in Manchester or Dublin are preferred.
Key Responsibilities
- Customer Value & Outcomes
- Own the post-implementation customer lifecycle from go-live through value maturity
- Define and track measurable outcomes (e.g. cost reduction, stock optimisation, charge capture, patient safety, clinical efficiency)
- Develop structured benefits realisation plans and executive-ready value reporting
- Demonstrate ROI using data and operational insight
- Strategic Account Leadership
- Serve as the primary strategic contact for assigned NHS and private hospital accounts
- Lead governance reviews and executive-level discussions
- Identify risk early and drive proactive mitigation
- Support renewals and expansion through clear value articulation
- Adoption & Change Management
- Drive sustained product adoption across multi-stakeholder environments
- Support process optimisation and operational maturity
- Develop referenceable sites and advocacy opportunities
- Cross-Functional Collaboration
- Partner with Operations, Product, Support and Sales to ensure seamless customer experience
- Provide structured customer feedback to influence product development
Required Experience & Qualifications
- 3+ years’ experience in Customer Success or Strategic Account Management
- Experience working with NHS Trusts or regulated healthcare organisations
- Proven track record of delivering measurable outcomes within complex healthcare environments
- Experience leading executive-level reviews and influencing senior stakeholders
- Strong understanding of healthcare operational workflows (supply chain, clinical systems, digital transformation, or ERP/EHR environments)
- Excellent communication skills both written and verbal
- A structured, organised approach with the ability to manage complexity and competing priorities
- Demonstrated ability to manage multiple complex accounts simultaneously
- Experience using data and analytics to evidence ROI
- Extensive travel required – up to 50%
What Success Looks Like
- Clear, measurable value delivered across assigned accounts
- High customer adoption, retention, and advocacy
- Executive-level trust and partnership
- Customers viewing Genesis as a strategic partner
What We Offer
- A senior, strategic Customer Success role with real executive exposure
- The opportunity to work with leading NHS and private healthcare organisations
- Competitive salary + pension
- Performance-based bonus aligned to retention and growth
- The chance to shape how value is delivered, measured, and evidenced across UK & Ireland healthcare
Customer Success Manager – UK/Ireland employer: Genesis Automation Healthcare
Contact Detail:
Genesis Automation Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager – UK/Ireland
✨Tip Number 1
Network like a pro! Get out there and connect with people in the healthcare sector. Attend industry events, webinars, or even local meetups. The more you engage with potential employers and peers, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Showcase your expertise! When you get the chance to chat with hiring managers or during interviews, make sure to highlight your experience with NHS Trusts and your ability to deliver measurable outcomes. Use real examples to demonstrate how you've driven success in complex environments.
✨Tip Number 3
Be proactive! If you see a job opening on our website, don’t just apply—reach out to someone in the company. A quick message expressing your interest can set you apart from the crowd and show your enthusiasm for the role.
✨Tip Number 4
Prepare for those executive-level discussions! Brush up on your communication skills and be ready to articulate how you can drive value for the organisation. Practice discussing ROI and operational insights, as these will be key topics in your interviews.
We think you need these skills to ace Customer Success Manager – UK/Ireland
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with NHS Trusts or similar healthcare organisations, and showcase how you've driven measurable outcomes in past roles. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves engaging with senior stakeholders, it's crucial to demonstrate your excellent communication skills. Use clear, concise language in your application and provide examples of how you've effectively communicated complex ideas in previous positions. We love a good storyteller!
Highlight Data-Driven Achievements: As a data-driven CSM, we want to see how you've used data to drive results. Include specific metrics or outcomes from your previous roles that illustrate your ability to deliver ROI and improve operational efficiency. Numbers speak volumes, so let them shine!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. This way, your application will go straight to us, and we can get to know you better. Plus, it shows you're keen on joining our team at StudySmarter!
How to prepare for a job interview at Genesis Automation Healthcare
✨Know Your Stuff
Make sure you understand Genesis' inventory and traceability platform inside out. Familiarise yourself with the key metrics that matter in healthcare, like cost reduction and patient safety. This will help you speak confidently about how you can drive measurable outcomes for NHS and private hospital partners.
✨Build Relationships
Since this role involves engaging with senior stakeholders, practice your relationship-building skills. Think of examples from your past experiences where you've successfully influenced executive-level discussions. Be ready to share how you’ve developed trust and advocacy in previous roles.
✨Data is Your Best Friend
Prepare to discuss how you've used data and analytics to demonstrate ROI in your previous positions. Have specific examples ready that showcase your ability to translate complex data into actionable insights that lead to improved operational efficiency.
✨Show Your Strategic Side
This role requires a strategic mindset, so be prepared to talk about how you approach account management. Think about how you would develop structured benefits realisation plans and articulate value to customers. Highlight any experience you have in managing multiple complex accounts simultaneously.