Director of Customer Success
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Customer Success | Key Account Management | Onboarding Excellence
Location: London or Cambridge (Hybrid)
We’re looking for a strategic and hands-on leader to take full ownership of the post-sales customer journey - from onboarding through to renewal and growth. You’ll unite our Customer Success, Key Account Management, and Onboarding teams into a single high-performance function that protects and grows our most valuable relationships.
You’ll work closely with our Operational teams, who manage product configuration and implementation, ensuring a seamless technical and service experience for customers. This role blends direct engagement with strategic accounts and scaling processes that benefit the entire customer base.
Healthera is the UK’s largest digital pharmacy platform, connecting millions of patients with thousands of pharmacies - from major chains like Superdrug to independents nationwide. Our technology transforms how patients access medicines and healthcare services, enabling faster delivery, personalised care, and stronger pharmacy–patient relationships.
- Build and execute proactive customer journeys to maximise value and renewal rates.
- Implement early-warning systems and tailored engagement for accounts showing signs of risk.
- Design win-back approaches for lapsed or competitive situations.
- Personally manage relationships with Healthera’s most important pharmacy partners.
- Run quarterly business reviews and strategic planning with key customers.
- Identify and deliver expansion opportunities through upsell, cross-sell, and adoption of new services.
- Merge two teams into one coordinated function with shared goals and playbooks.
- Streamline onboarding with Ops teams to shorten time-to-value and ensure consistent delivery quality.
- Establish clear metrics, dashboards, and SLAs to track performance.
- Partner with Ops teams to ensure configuration, setup, and process readiness meet customer needs.
- Work with Product to translate customer feedback into roadmap priorities.
- Partner with Sales & Marketing to ensure smooth handovers and compelling customer stories.
- Support go-to-market strategy for new initiatives and product launches.
- 8+ years of Customer Success leadership in SaaS, marketplace, or healthtech.
- Proven success in driving renewals, managing strategic accounts, and scaling teams.
- Strong commercial acumen and confidence in owning revenue outcomes.
- Experience with enterprise or high-value B2B relationships.
- Proficiency in CRM (HubSpot preferred) and data-driven decision-making.
- Bonus: healthcare or regulated industry experience, marketplace background, successful win-back campaigns.
- Competitive salary + share options + performance bonus.
- Private health cover, wellbeing perks, flexible working.
- A high-impact role with direct influence over the customer experience at scale in UK healthcare.
- Work alongside an ambitious, experienced senior team.
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