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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 mission-driven culture.
- 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 50000 - 65000 £ 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
- A collaborative, mission-driven environment
- 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 Manchester employer: Kermit
Contact Detail:
Kermit Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - UK/Ireland in Manchester
✨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 specific examples to demonstrate how you've driven success in previous roles.
✨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 other candidates. Plus, it shows you're genuinely keen on joining the team!
✨Tip Number 4
Prepare for those tricky questions! Think about how you would handle complex situations in customer success, especially in regulated environments. Practise articulating your thought process and solutions clearly, as this will impress interviewers looking for strategic thinkers.
We think you need these skills to ace Customer Success Manager - UK/Ireland in Manchester
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 strategic, data-driven CSM, we need to see your ability to use data to drive results. Include specific metrics or outcomes from your past experiences that illustrate your success in improving operational efficiency or patient safety. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Plus, it shows you're keen on joining our mission-driven team!
How to prepare for a job interview at Kermit
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics relevant to the healthcare sector. Be ready to discuss how you’ve tracked and reported on outcomes like cost reduction and patient safety in your previous roles. This shows you understand what success looks like for the company.
✨Build Relationships with Stakeholders
Prepare examples of how you've built trusted relationships with senior stakeholders in past positions. Highlight your experience in leading executive-level discussions and how you’ve influenced decision-making. This will demonstrate your ability to engage effectively at all levels.
✨Showcase Your Data-Driven Approach
Be prepared to discuss specific instances where you used data to drive decisions and demonstrate ROI. Bring examples of how you’ve translated complex data into actionable insights that led to measurable outcomes. This is crucial for a role that thrives on data-driven strategies.
✨Understand the Healthcare Landscape
Familiarise yourself with the current challenges and trends in the UK and Ireland healthcare systems, especially regarding NHS Trusts. Showing that you’re knowledgeable about the environment you’ll be working in will set you apart as a candidate who’s ready to hit the ground running.