Customer Success Manager - UK in London

About Qbtech

Qbtech is the global market leader in professional ADHD tests, providing CE‑marked and FDA‑cleared tests for assessment and treatment evaluation of ADHD for people aged 6‑60. Our vision is to transform healthcare by providing a complete system of leading objective tests, products and services that empower clinical and financial decision‑makers to improve outcomes and support patients to better understand their symptoms and treatment. Qbtech is present in 14 countries with offices in Stockholm, London and Houston. Over the next years, Qbtech will make significant investments into new products, technologies and people to further strengthen their services and product offerings.

About The Role

The Customer Success Manager (CSM) will be UK‑based, covering the UK and Rest of World, and will be responsible for driving revenue growth across established and emerging global markets, customer satisfaction and retention. This role ensures customers achieve measurable clinical and operational outcomes by delivering high‑quality onboarding, accelerating adoption of Qbtech solutions, and acting as a trusted advisor to clinical, operational, and executive stakeholders. The CSM will own and actively drive a significant revenue stream, leading the execution of high‑value growth, renewal, and expansion opportunities within our virtual provider customer base. This role manages strategic customer relationships with a strong commercial focus, identifying, shaping, and closing expansion opportunities to increase customer lifetime value. Working in close partnership with Sales, Product, Marketing, and Clinical teams, the CSM will deliver a consistent, high‑quality customer experience while directly contributing to sustainable global revenue growth. This job is remote but will require attendance in our London office one day a week minimum.

Essential Duties And Responsibilities

• Build and maintain relationships with Virtual Providers and Enterprise Healthcare customers, ensuring their needs are met and they realize the full potential of Qbtech products and services.
• Define, track, and report KPIs, including customer satisfaction, implementation timelines, and product utilization rates.
• Establish standardized workflows and procedures for client engagement and support.
• Lead customer‑facing process improvement initiatives, focusing on user adoption and engagement.
• Act as a key liaison between Virtual Providers, Enterprise Healthcare, and Qbtech colleagues.

Who are you?

• You have Healthcare SaaS Expertise: a deep understanding of SaaS business models, implementation best practices, and healthcare provider workflows.
• You have extensive experience with clinical workflows and an outstanding handle on end‑to‑end patient and/or care journeys.
• You have strong analytical skills, including experience building and interpreting performance dashboards.
• You excel at guiding cross‑functional teams and driving strategic initiatives, even without formal supervisory authority.
• You are passionate about delivering outcomes that drive value for customers.
• You have excellent verbal and written communication skills and can confidently engage with executive‑level stakeholders.
• You are skilled at managing complex projects involving multiple timelines, deliverables, and dependencies.

We Are Looking For Someone Who Has

• Bachelor’s degree in Business, Healthcare Administration, or related field.
• 3+ years of experience in healthcare SaaS, customer success, or related implementation roles.
• Proven track record in driving operational excellence and customer engagement.
• Familiarity with CRM and project management tools (Salesforce, Qlik Sense, Confluence, Figma, Asana).
• Experience developing performance metrics and presenting to senior leadership.
• Willingness to work flexible hours, including occasional evenings, and travel domestically and internationally as needed.

What can Qbtech offer you?

At Qbtech you will have the opportunity to work with something meaningful that helps people understand ADHD while transforming healthcare. You will work in an international environment together with some of the leading experts in the world. You will lead the development of best‑in‑class as well as first‑in‑class products and services – globally. There are plenty of opportunities to learn and grow and to expand into other technologies within the company. Qbtech also offers education and certifications in fields that are relevant to the technology used within the company.