Customer Success Manager

Package Description: Customer Success Manager Remote: (UK-based) - Occasional travel to Ashford, Kent Full-time: Permanent 37.5 hours per week Salary: Up to £50,000 per annum About us CLEO Systems is a wholly owned subsidiary of IC24, a leading not-for-profit social enterprise delivering innovative, patient-focused primary care services across the UK. Our mission Clinical Excellence Online (CLEO) is centred on using technology to improve access to healthcare, reduce pressure on services, and put patients first. Supporting over 6 million patients, we work closely with the NHS to deliver impactful solutions across urgent care, primary care, community services, and more. Were now looking for a Customer Success Manager to join us at a pivotal time of growth. The Role This is a dynamic and rewarding role combining customer success, account management, and commercial growth. Youll take ownership of key customer relationships, ensuring they achieve maximum value from our solutions while identifying opportunities to expand and strengthen partnerships always keeping pa

Main duties of the job

The role of a Customer Success Manager involves combining customer success, account management, and commercial growth. The primary responsibility is to take ownership of key customer relationships, ensuring they derive maximum value from the solutions provided by CLEO Systems. This includes identifying opportunities to expand and strengthen partnerships, with a constant focus on enhancing patient outcomes. Key responsibilities include building long-term relationships with customers and partners, identifying upsell and cross-sell opportunities, using HubSpot CRM to manage pipelines, leading customer meetings, collaborating with various teams to deliver tailored solutions, developing business proposals, gathering customer feedback, and monitoring customer satisfaction. The role requires experience in customer success, account management, or software sales, preferably within healthcare or a regulated environment. Skills in stakeholder management, communication, proactive opportunity identification, and CRM systems like HubSpot are essential.

Person specification

Qualifications

Essential

• The role requires someone who combines strong relationship-building skills with commercial awareness and a proactive mindset. Ideally, candidates should have experience in customer success, account management, or software sales. Experience in healthcare or a regulated environment is highly desirable. A minimum of 5 years' experience in a similar or relevant role is required, as well as strong stakeholder management and communication skills. Candidates should bring a proactive, entrepreneurial approach to identifying opportunities and have experience using a CRM system, with HubSpot being preferred. Confidence in presenting to customers and influencing decision-making is also important.

About the employer

CLEO Systems, a wholly owned subsidiary of IC24, is a leading not-for-profit social enterprise that focuses on delivering innovative, patient-focused primary care services across the UK. The mission of Clinical Excellence Online (CLEO) is to leverage technology to improve healthcare access, reduce service pressure, and prioritize patients. Supporting over 6 million patients, CLEO Systems collaborates closely with the NHS to offer impactful solutions in various sectors including urgent care, primary care, and community services. IC24 is committed to clinical excellence and aims to foster an inclusive work environment by encouraging applications from under-represented groups. The organisation values brave ideas and brave people, emphasizing the importance of inclusivity and diversity in the workplace. CLEO Systems is dedicated to supporting professional growth and development within its team, offering learning and development opportunities to its employees.