Customer Success Manager - UK&I in London

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You will lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

The Endoscopy Operating Unit, part of the Medical Surgery Portfolio Group, focuses on delivering unmatched value to its customers by providing innovative solutions that improve patient outcomes, lower the cost of healthcare delivery and allow early detection and then treatment of chronic diseases and cancers affecting the entire GI Tract and Hepatopancreatic system. Within the Endoscopy business, we are expanding the adoption of connected, cloud-based solutions to support clinicians and hospitals across the UK & Ireland.

As Customer Success Manager, you will lead the adoption and scaling of Medtronic's digital endoscopy and connectivity solutions across the UK & Ireland. In this role, you will also be responsible for shaping how Customer Success is embedded within the Endoscopy business at Medtronic, defining the operating model, engagement principles and value narrative that underpin long-term customer outcomes. You will combine people’s leadership, operational excellence, and hands-on customer engagement to ensure high-quality implementations aligned with NHS and private healthcare requirements. This role owns implementation strategy and execution for the region, working closely with Sales, Product, Engineering, Service and Clinical teams to deliver consistent customer outcomes.

Responsibilities may include the following and other duties may be assigned:

• Provide mentoring and escalation support on complex clinical, technical, or stakeholder challenges, supporting the development of future CS specialists as the business scales.
• Offer guidance and support on complex clinical, technical, or stakeholder issues, facilitating the growth and development of future Customer Success specialists, subject to business needs.
• Own the regional implementation strategy for endoscopy digital and connectivity solutions, with accountability for execution quality, consistency and scalability.
• Ensure consistent execution of end-to-end implementations from pre-sales through post-live.
• Oversee multiple concurrent customer projects, ensuring delivery on time, within scope and aligning to quality standards.
• Ensure implementations meet NHS and private hospital IT, cybersecurity, privacy and governance requirements (e.g. DPIA, DTAC, cybersecurity reviews).
• Provide senior-level oversight for network configuration, cloud connectivity, system integration, and data flows.
• Act as an escalation point for complex clinical, technical, and regulatory issues.
• Partner closely with Sales to support pre-sales technical strategy, deal qualification and implementation planning.
• Own post go-live success metrics for implemented accounts, including adoption, customer satisfaction and retention risk.
• Ensure action plans are in place for at-risk customers or underperforming deployments.
• Drive continuous optimisation and value realisation for customers.
• Define and refine implementation frameworks, playbooks, and best practices.
• Play a pivotal role in change management efforts associated with the adoption of cloud-based and digital endoscopy solutions, supporting customers and internal teams.

Required Knowledge and Experience:

• Bachelor's degree or equivalent professional experience.
• Minimum 6+ years' experience working in hospital procedural environments (endoscopy, OR or similar) from a clinical, medical device, digital health, IT or consultancy background.
• Demonstrated experience leading or managing teams delivering complex customer implementations.
• Strong understanding of NHS hospital IT environments, governance, and regulatory processes.
• Familiarity with NHS regulatory and compliance processes (e.g. DPIA, DTAC, cybersecurity reviews).
• Experience with software, cloud-based platforms, connectivity, and networked medical systems.
• Proven ability to engage and influence senior clinical, IT and administrative stakeholders.
• Ability to travel 25-75% of the time, as needed, to customer sites across the UK&I.

Preferred skills include:

• Experience with endoscopy technologies and workflows.
• Knowledge of AI-enabled clinical software.
• Formal training in project or people management.
• A strong track record of scaling implementation teams in growth environments.
• Solid project management skills, familiarity with tools like Jira or Asana, and experience driving adoption of digital health solutions post go-live.

Physical Job Requirements: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation:

Medtronic offers a competitive Salary and flexible Benefits Package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

Pay range: United Kingdom: 62,400.00 GBP - 93,600.00 GBP. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

About Medtronic:

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity.

• Build a better future, amplifying your impact on the causes that matter to you and the world.
• Grow a career reflective of your passion and abilities.
• Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning.

These commitments set our team apart from the rest:

• Experiences that put people first. Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.
• Life-transforming technologies. No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.
• Better outcomes for our world. Here, it's about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.
• Insight-driven care. Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation.