Enterprise Customer Success Manager

Background:

Agilio Software Group is a leading UK healthcare operations software provider, delivering integrated, mission critical solutions that support primary care, dental, pharmacy, hospital, and veterinary organisations. With ambitious growth plans underway, we are looking for talented individuals to join us on this exciting journey.

The Role:

The Enterprise Customer Success Manager is responsible for driving customer retention, adoption, and commercial growth through strong relationship management, strategic engagement, and cross-functional collaboration.

You will own a portfolio of complex enterprise and multi-site customers, acting as a trusted partner and delivering value through influence and insight.

Key Responsibilities:

Customer Engagement

• Build and maintain trusted relationships with senior stakeholders and executives across the customer portfolio.
• Deliver executive level QBRs, value reviews, and roadmap conversations tailored to enterprise customer priorities.
• Present new features and product direction in a way that aligns to customer strategy and measurable outcomes.
• Develop and deliver tailored success plans to drive adoption and maximise customer ROI.
• Proactively manage risk, intervening early where engagement or adoption shows signs of decline.

Commercial

• Own strategic renewal and expansion planning, including senior level commercial conversations and negotiation.
• Hold accountability for cross sell and expansion targets within assigned enterprise accounts.
• Collaborate with Commercial and Marketing teams to share customer intelligence and support growth initiatives.

Onboarding and Adoption

• Support the scoping, setup, and deployment of solutions, ensuring a smooth and effective onboarding experience.
• Drive software adoption across all customer sites, ensuring consistency and long-term value.

Operational Responsibilities

• Maintain accurate CRM records and produce strategic, consolidated reporting for enterprise and multi site customers, providing high level insights, trend analysis, and escalation visibility.
• Handle escalations and customer complaints professionally, ensuring timely and effective resolution.
• Proactively identify opportunities to improve Customer Success processes, tools, and ways of working to enhance enterprise customer outcomes.
• Liaise with internal teams including Support, Finance, and Product to ensure a seamless customer experience.

Voice of the Customer

• Represent customer feedback and requirements internally, contributing to product development and service improvement.
• Encourage customer participation in surveys, advocacy programmes, and case study initiatives.

Team Contribution

• Mentor and support colleagues within the Customer Success team by setting best practice and leading by example to contribute to a culture of continuous improvement.
• Uphold the Agilio Behaviours and Values at all times.
• Ensure adherence to ISO27001 standards and business training requirements.
• Undertake any other reasonable duties as required to support effective delivery of customer success services.

Essential Experience & Skills:

• 5+ years’ experience in SaaS Customer Success, Enterprise Account Management, or Consulting
• Proven experience managing complex, multi-site or enterprise customer portfolios
• Demonstrates a highly professional, “white glove” approach to customer engagement
• Exceptional executive-level communication and presentation skills
• Strong commercial acumen, with experience in renewals, negotiation, and account growth
• Ability to influence cross-functionally and drive aligned outcomes across teams
• Curious with a holistic mindset, understanding how product, process, people, and commercial priorities intersect

Additional Information

Job type: Remote, with regular travel (circa 60%) to client sites

Salary: £36,000- £42,000 per annum OTE £43,200-£50,400

The full package will be discussed at interview stage

Benefits include:

• Income Protection

• Life Assurance

• Enhanced pension

• Health Cash Plan

• 28 days annual leave + bank holidays

• Sick pay scheme

• A range of flexible benefits via our Agilio Flex portal

If you feel you have what it takes to join our team, we look forward to receiving your application!