Customer Success Manager - UK&I in London

A Day in the Life

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

• 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

• 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. Pay range / Salary 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).

Legal & EEO Statement

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

For sales reps and other patient‐facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E‐Verify program to confirm the identity and employment authorization of all newly hired employees.