About the job Customer Success Manager
Customer Success Manager
Location: London, United Kingdom (Hybrid)
Employment Type: Full-Time
Department: Customer Operations
Compensation: £40,000 + Retention Bonus + Equity
About Zenrox
Zenrox Healthcare UK delivers an AI-powered procurement platform designed for NHS trusts, private hospitals, and healthcare providers. Our flagship solution, ZenroxIQ, enables organisations to achieve 15–20% cost savings while transforming procurement from a reactive function into a strategic, data-driven capability.
The Opportunity
We are seeking a proactive and customer-centric Customer Success Manager (CSM) to serve as a trusted advisor to our healthcare clients.
In this role, you will own post-sale relationships, drive product adoption, and ensure customers realise measurable value from the ZenroxIQ platform. You will play a critical role in retention, expansion, and customer advocacy, while also acting as the voice of the customer to inform product development and strategic decisions.
Key Responsibilities
Customer Relationship Management
Serve as the primary point of contact for customers post-implementation
Build and maintain strong, long-term relationships with key stakeholders
Act as a trusted advisor, aligning platform capabilities with customer goals
Onboarding & Adoption
Lead onboarding and training for healthcare procurement and operations teams
Drive product adoption and ensure consistent platform usage across accounts
Support customers in achieving targeted cost savings and operational efficiency
Retention & Growth
Monitor customer health metrics and proactively mitigate churn risks
Identify and drive expansion opportunities across departments and product modules
Conduct Quarterly Business Reviews (QBRs) to demonstrate ROI and optimisation insights
Customer Insights & Advocacy
Gather and analyse customer feedback to inform product improvements
Translate insights into actionable recommendations for Product and Engineering teams
Develop case studies, testimonials, and success stories showcasing platform impact
Process Development & Execution
Create and optimise customer success playbooks, onboarding frameworks, and training materials
Manage escalations effectively, coordinating cross-functional teams to resolve issues
Contribute to building scalable customer success processes as the company grows
Requirements
Minimum of 3+ years' experience in Customer Success, Account Management, or client-facing roles
Strong understanding of B2B SaaS, marketplace, or platform-based business models
Excellent communication and stakeholder management skills
Data-driven mindset with the ability to demonstrate and communicate customer value
Strong problem-solving skills with a proactive, customer-first approach
Proven ability to manage multiple accounts simultaneously
Experience working in fast-paced or startup environments
Preferred / Advantageous Experience
Background in healthcare technology, medical devices, or clinical software
Experience working with NHS or private healthcare organisations
Knowledge of procurement, supply chain, or healthcare operations
Exposure to AI/ML-driven products and value communication
Project management or implementation experience
Experience building or scaling customer success functions
Why Join Zenrox
High-impact role with meaningful equity participation
Direct engagement with healthcare leaders solving real operational challenges
Opportunity to shape the customer success strategy from the ground up
Deliver measurable, real-world impact for healthcare organisations
Clear growth pathway into leadership as the company scales
How to Apply
Interested candidates should submit their CV along with a brief example of a customer success achievement via:
https://www.zenroxmed.co.uk/jobs/customer-success-manager/
Subject Line: Customer Success Manager Application