Customer Success Manager

We're working with a global SaaS organisation that builds practice management, analytics, and communication software used by thousands of healthcare professionals worldwide. Their platform connects day-to-day operations, automates workflows, and gives customers more time to focus on delivering outstanding patient experiences.   They're now hiring a Customer Success Manager to own the customer journey post-onboarding, helping clients move from basic usage to confident, long-term adoption.   The Role As a Customer Success Manager, you'll act as a strategic partner to your customers - guiding them through advanced features, monitoring adoption and engagement, and stepping in early when risks appear. You'll sit at the intersection of training, support, and product, ensuring customers are successful, retained, and genuinely excited about the platform.   This is a value-driven CSM role, not reactive support or account management.   What You'll Be Doing Own the customer journey after onboarding, ensuring customers reach adoption milestones and realise measurable value Guide customers through advanced features and workflows that improve efficiency and outcomes Monitor customer health, usage data, and feedback to proactively identify risk and implement recovery plans Partner with training teams to reinforce best-practice workflows and deepen product confidence Collaborate closely with support to resolve issues and prevent repeat problems Capture customer insights and share trends with product teams to influence roadmap and improvements Identify opportunities to expand customer value through additional modules or best-practice recommendations   What They're Looking For 3+ years' experience in Customer Success, Account Management, or a similar client-facing SaaS role Experience using customer data, usage trends, or health metrics to guide decisions Strong communication skills with the ability to coach, influence, and build trust Proven ability to diagnose adoption challenges and drive corrective action Comfortable learning technical features and translating them into user-friendly workflows Experience working cross-functionally with support, product, or sales teams Background in SaaS, healthcare, or vertical software is beneficial but not required