Account Manager (Healthcare Technology) in London

Based in the London office (Holborn) or travelling to customer sites around the UK.

About us

Tendable is a venture capital‐backed, series A health‐tech business providing quality assurance and improvement software to health and care organisations. Founded in 2016, our mobile app makes auditing easier and more efficient for frontline staff, engaging them in quality improvement whilst also freeing up more of their time for patient care. With instant access to real‐time reporting and actionable insights, our management portal provides leadership and external bodies with assurance over the quality of health and care services. Tendable has a mission to transform quality by equipping health and care professionals with the tools and insights to continuously improve patient care. We're looking for driven people with a start‐up mentality, who are passionate about making a positive impact.

Role Overview

We are looking for an experienced Account Manager to join Tendable's Commercial Team and manage key client relationships in the healthcare sector. This role sits at the intersection of commercial account management and customer success, meaning you will combine revenue‐driven focus with a passion for customer satisfaction. You will be the primary point of contact for our healthcare clients, building phenomenal relationships with stakeholders at all levels and becoming obsessive about understanding their needs and helping them maximise the value from Tendable's quality assurance product suite. In doing so, you will cultivate strong client partnerships, ensure high customer satisfaction, drive product adoption, and resolve any issues to maximise retention and renewals. This is a full‐time, on‐site role based in our London office with regular travel to visit healthcare customers as required (primarily across the UK).

If you are a go‐getter with exceptional people skills, a knack for problem‐solving, and enthusiasm for shaping new processes in a growing tech company, we'd love to hear from you!

Responsibilities

• Client Relationship Management: Serve as the primary point of contact for a portfolio of healthcare client accounts, developing trust and maintaining strong relationships with key stakeholders (from front‐line clinical staff to executive leaders). Act as a trusted advisor who deeply understands each client's goals and challenges, and advocate for their needs within Tendable.
• Customer Success & Engagement: Proactively ensure each customer is achieving success with our products. Conduct regular check‐in meetings and reviews to assess progress, gather feedback, and showcase the value and outcomes being achieved. Monitor usage and engagement metrics and reach out proactively to ensure the health of the relationship.
• Onboarding & Training: Collaborate with the implementation team to oversee smooth onboarding of new clients. Lead customer training sessions as part of onboarding and ongoing product adoption, making sure users are confident and knowledgeable about Tendable's tools. Ensure that implementation and training are completed effectively so that customers get off to a strong start.
• Value Demonstration & Retention: Steer customers toward realising maximum value from Tendable. Continuously identify ways to improve customer satisfaction and outcomes. Manage annual renewals by providing both quantitative and qualitative proof of value delivered, and ensure timely contract renewals. Keep customers informed of new features and help them understand how to utilise these to meet their objectives.
• Upselling and Account Growth: In addition to retention, look for opportunities to expand the account's value. Focus on customer retention while seeking opportunities to increase account value by identifying upsell or cross‐sell opportunities. When additional needs are identified, develop and present compelling proposals for new modules, features, or services that would benefit the customer. Manage the full sales cycle for expansions, from proposal to close, ensuring a seamless experience for the client.
• Meeting Leadership: Plan and lead effective meetings with clients, including kick‐off meetings, training sessions, quarterly reviews, and ad‐hoc issue‐resolution calls. You will also manage internal meetings pulling in colleagues (e.g. product specialists, clinical experts, technical support) as needed to address customer requirements. Your strong presentation skills will help you communicate insights and product value to client teams clearly.
• Stakeholder Coordination: Work cross‐functionally to champion the customer's needs. Partner with internal teams – including Sales, Product, Marketing, and Customer Support – to coordinate solutions and ensure an excellent end‐to‐end customer experience. For example, you might liaise with the product team on feature requests or schedule technical experts to assist with specific client goals.
• Issue Resolution: Take ownership of any customer issues or concerns. Identify and address problems proactively, coordinating with technical support or other departments to ensure timely and effective resolution. Maintain a customer‐first approach to troubleshooting and problem‐solving, ensuring the client feels supported and understood at all times.
• Customer Advocacy: Serve as the voice of the customer within Tendable. Gather client feedback, usage insights, and feature requests, and share these with our product and leadership teams to help drive continuous improvement of our offerings. Advocate for enhancements that will help customers achieve even greater success.
• Process Improvement: As a growing company, we value team members who continuously improve our processes. Bring your creativity and initiative to help shape new account management and customer success playbooks. For instance, you might develop new engagement strategies for driving product adoption or better ways to measure customer health. You'll have the freedom to innovate and refine how we deliver success to our customers, making our team more effective over time.

Qualifications and Skills

• Experience: Minimum 5+ years of experience in Account Management, Customer Success, or related customer‐facing roles in a B2B SaaS environment. Proven experience in Customer Success or Account Management with strong project management skills is required. Experience working with healthcare or public sector clients is a significant plus.
• Relationship‐Building: Exceptional interpersonal skills and relationship management abilities. You excel at building rapport and credibility with clients, and you have a customer‐centric mindset. Effective communication and fostering positive business relationships are crucial, so we're looking for someone who is empathetic, approachable, and adept at active listening.
• Communication & Presentation: Outstanding communication skills (written and verbal) and confident presentation abilities are essential. You should be comfortable leading meetings, delivering training sessions, and presenting to both small and large groups. Ability to distill complex information into clear, persuasive messages is key – as is the ability to communicate effectively with a range of stakeholders, including clinicians, IT staff, and C‐suite executives.
• Project & Account Management Skills: Excellent organisational and project management skills. You are able to manage multiple accounts, projects, and priorities in a fast‐paced environment without letting details slip. Experience coordinating cross‐functional teams or managing complex customer projects (such as software implementations or process change initiatives) will be beneficial.
• Analytical & Product Knowledge: Analytical mindset with the ability to use data to inform decisions. You can track customer success metrics (e.g. usage rates, NPS, ROI) and use these insights to guide account strategy. You also possess a deep understanding of software/SaaS products (quickly learning Tendable's platform inside and out) so that you can effectively advise customers. Technical aptitude and the ability to grasp how our solution fits into healthcare workflows are important.
• Problem‐Solving: A proactive problem solver and critical thinker. You aren't afraid to dive into challenges, identify the root cause of issues, and craft creative solutions. When facing obstacles, you remain calm and focused on how to achieve the best outcome for the customer.
• Drive & Attitude: Self‐motivated "go‐getter" with a positive attitude. You take initiative and thrive in a fast‐paced environment. The ideal candidate is eager to shape new processes and comfortable with change as we refine our customer success strategy. A growth mindset and the ability to work independently when needed are essential.
• Collaboration & Stakeholder Management: Strong stakeholder management skills – both externally and internally. You know how to draw on the expertise of colleagues around you to satisfy customer needs, coordinating effectively with teams like product development, analytics, and leadership. Internally, you are a team player who shares knowledge and best practices; externally, you can navigate complex client organisations and build consensus among diverse groups.
• Customer Service Ethic: A genuine passion for customer success and a customer‐service focus. You go above and beyond to ensure clients are happy and successful, which may sometimes mean responding to urgent requests or providing hands‐on support when needed. A "customers first" mentality will drive your day‐to‐day approach.
• Education: Bachelor's degree or equivalent experience in business, healthcare, or a related field is preferred (not mandatory if compensated by strong work experience).
• Other Requirements: Willingness to travel regularly to client sites across the region. This role is based in London – candidates should be able to work on‐site at our London office and travel to NHS hospitals and other healthcare facilities as needed. Candidates must have valid authorisation to work in the UK (Tendable is unable to provide visa sponsorship for this role).

By joining Tendable as an Account Manager, you will play a pivotal role in improving quality of care in healthcare organisations. If you have the commercial acumen, relationship skills, and customer‐obsessed mindset to drive success for our clients, we encourage you to apply and help us shape the future of healthcare quality together!

Your benefits

• Competitive salary
• Company EMI share option scheme
• 25 days annual leave

At Tendable, we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.