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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: Dynamic role with extensive travel and opportunities for professional growth.
- 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 - 80000 £ 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 in London 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 in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the healthcare sector. Attend industry events, join relevant online forums, and don’t be shy about reaching out to potential contacts on LinkedIn. Building relationships can open doors that applications alone can't.
✨Tip Number 2
Prepare for those interviews! Research the company inside out, especially their work with NHS and private hospitals. Be ready to discuss how your experience aligns with their goals, and think of examples that showcase your ability to drive outcomes and build trust with senior stakeholders.
✨Tip Number 3
Showcase your data skills! As a Customer Success Manager, being data-driven is key. Bring along examples of how you've used data to demonstrate ROI and improve operational efficiency in past roles. This will help you stand out as a strategic advisor.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Genesis and making a real impact in the healthcare sector.
We think you need these skills to ace Customer Success Manager – UK/Ireland in London
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 written communication skills. Use clear, concise language in your application, and don't shy away from sharing examples of how you've influenced executive-level discussions in the past.
Highlight Data-Driven Success: As a strategic, data-driven CSM, we need 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 enhance operational efficiency. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. This way, your application will be reviewed by the right people, and you'll be one step closer to joining our mission of transforming healthcare across the UK and Ireland!
How to prepare for a job interview at Genesis Automation Healthcare
✨Know Your Stakeholders
Before the interview, research the key stakeholders you might be working with at Genesis. Understand their roles within NHS and private hospitals, and think about how your experience aligns with their needs. This will help you demonstrate that you can build trusted relationships and drive outcomes that matter.
✨Showcase Your Data Skills
As a Customer Success Manager, you'll need to translate data into measurable ROI. Prepare examples from your past experiences where you've successfully used data analytics to deliver value. Be ready to discuss specific metrics and outcomes you've achieved, as this will highlight your strategic, data-driven approach.
✨Prepare for Executive-Level Conversations
Since this role involves engaging with senior stakeholders, practice articulating your thoughts clearly and confidently. Think of scenarios where you've led executive-level discussions or governance reviews, and be prepared to share how you influenced decisions and drove change in complex environments.
✨Demonstrate Your Understanding of Healthcare Workflows
Familiarise yourself with healthcare operational workflows, especially in supply chain and clinical systems. During the interview, reference your knowledge of these areas and how it relates to the role. This will show that you understand the complexities of the environment and are ready to hit the ground running.