Customer Success 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.

• 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.

• 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 ongoing process improvement.
• Ability to overcome unexpected setbacks and issues.
• English speaking.

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