Customer Service Manager - Medical Devices

Make a Real Impact in Healthcare. Lead with Purpose.

Are you ready to play a pivotal role in a company that’s transforming patient outcomes through precision-engineered medical technology?

This is more than a customer success role — it’s an opportunity to directly support the healthcare professionals who rely on cutting-edge surgical instruments and solutions to save and improve lives every day. As part of a global leader in minimally invasive technology, you’ll work in a business that combines engineering heritage with innovation and customer-centered values.

We are seeking a proactive and experienced Customer Success Manager to lead a high-performing team in delivering best-in-class service across the UK. If you’re motivated by people, purpose, and performance — and want to be part of a company making a difference in healthcare — this is the role for you.

Key Responsibilities:

• Leadership & Team Development:

Lead, mentor, and develop a small but high-impact customer success team (3 direct reports), ensuring consistent performance, motivation, and professional growth.

• Customer Journey Oversight:

Own the customer experience lifecycle, ensuring timely responses, issue resolution, and proactive engagement to enhance satisfaction and loyalty.

• Service Contract Management:

Oversee service contract administration and renewal processes, continuously optimizing for efficiency and scalability as the business grows.

• ERP System Expertise:

Act as the UK superuser for our enterprise resource planning system (SAP S/4HANA), supporting system improvements and upgrades in alignment with operational needs.

• Field Service Collaboration:

Partner with the Field Service Manager to track and deliver on service contract commitments, including gathering and actioning customer feedback.

• Customer Insights & Reporting:

Produce monthly performance reports and customer satisfaction metrics, presenting key insights and improvement opportunities to Regional Leadership.

• Customer Feedback & CSAT Management:

Coordinate and respond to CSAT surveys, ensuring insights lead to actionable outcomes and measurable service improvements.

Skills, Competencies, Qualifications, Education and Experience:

• Minimum 5 years of experience in customer service management, including direct people management

• Demonstrated ability to lead, motivate, and develop high-performing teams

• Strong familiarity with SAP systems and their application in customer service and operations

• Proven project management skills with the ability to plan, execute, and deliver projects to deadline

• Experience working cross-functionally with teams from diverse backgrounds and skill sets

• Excellent communication, interpersonal, and problem-solving skills

• Strong IT proficiency, particularly with the Microsoft Office suite (especially Excel)

• A proactive and adaptable mindset suited to a high-growth, change-oriented business environment

• A degree-level education or equivalent experience is preferred

• Demonstrate exceptional oral and written communication

• Willingness to go the “extra mile” for extraordinary growth

• Proactive & solution-based approach to work. An ability to identify on-going process improvement

• Ability to overcome unexpected setbacks and issues

• English speaking

• Skills: Clear communicator, Learning, solution focused, developing, supporting colleagues, cross-functional communication, functioning in high performing team, winning

Work Environment:

This role is primarily office-based to provide hands-on leadership to the team, with flexibility for one remote working day per week.

Get in touch with Phillip to find out more. phillip@projectusconsulting.com