Job Description: Hexarad is a leading healthcare company and one of the fastest-growing startups in the UK. The Customer Success Manager plays a crucial role in setting the foundation for long-term customer success. You will be responsible for implementing and optimising a seamless customer experience that helps our customers achieve their desired outcomes quickly and efficiently. By building strong relationships and providing expert guidance, you will turn our customers into enthusiastic advocates of our product and/or service. T able Stakes, You Will: Be data-driven and able to solve problems Have a good understanding of technology and operational processes relating to customer success Have 3 years of experience of working in Customer Success or NHS Work with the option for a hybrid arrangement or based in our London office. Perform customer site visits across the UK Earn a competitive annual salary of £40-50k/annum. Maintain a full-time position with 40 hours per week commitment. Have snack boxes posted to you every month Be part of a dynamic workplace, we’ve been voted a Great Place to Work and one of the Best Places to Work in Tech in the UK Be part of something meaningful. You’ll be improving the lives of hundreds of thousands of patients every year. Key responsibilities include: Strategic Partnerships Act as a strategic partner by deeply understanding customer business goals and aligning Hexarad’s solutions to their needs. Be responsible for understanding customers’ desired outcomes and driving requisite activities to help them achieve value realisation through proactive engagement and by creating Customer Success Plans. Demonstrate excellence in change management by inspiring customers to evaluate and adjust their internal processes and procedures to embed feedback into their business Customer Adoption Drive adoption of Hexarad’s platform by understanding customer objectives and tailoring engagement strategies. Deliver training, resources, and best practices to help customers maximize value and achieve success. Stay up to date with the latest product features and updates, ensuring that customers are informed and can maximize the value they derive from the platform. Be curious and consistently build rapport with customers through deep discovery. Demonstrate the ability to execute high and wide motions across your account base to identify and foster opportunities for value realization. Customer Advocacy Build trust and long-term relationships to inspire customers to become advocates for Hexarad. Identify and nurture customer champions for case studies, testimonials, and reference programs. Be able to drive value realization and continue the conversation throughout the customer journey. Voice of the Customer Serve as the primary advocate for your customers within Hexarad, sharing insights and feedback to improve products and services. Partner with product, marketing, and support teams to influence roadmaps and prioritize customer needs. Customer Health Monitoring Regularly assess the health of the customer, tracking engagement and usage to identify potential risks or opportunities for improvement. Issue Resolution Proactively identify and resolve customer challenges, collaborating with technical support and other teams as needed to ensure timely resolution. Renewals and Upsells Identify upsell and cross-sell opportunities, collaborating with internal stakeholders to achieve revenue targets. Team Collaboration Build strong internal relationships with cross-functional teams, including sales, marketing, product, and support, to form a cohesive account team. Contribute to a collaborative, customer-focused culture within Hexarad. What we're looking for: Minimum 3 year's experience in Customer Success, Account Management, or related roles in Healthtech or SaaS, with a proven ability to manage and grow customer relationships. A strong understanding of SaaS products and/or service and customer success strategies. Exceptional communication and interpersonal skills for rapport-building and trust as well as a problem-solving mindset with a proactive, solution focus Ability to thrive in a fast-paced, dynamic work setting with strong project management abilities and a keen attention to detail Demonstrated ability to align with large-scale accounts Any familiarity with customer success tools (e.g., Gainsight, Vitally etc.) is a plus. Nice to Haves: Familiarity with radiology/diagnostics Excellent understanding of the challenges and opportunities in the healthcare sector. Why You Should Join Us: Competitive salary and benefits package. Make a real impact on customer outcomes and the growth of the company. Be part of an award-winning company that is transforming healthcare and improving patient care. Work with a team of passionate professionals, including doctors, industry experts, and renowned healthcare leaders. Benefit from a supportive and empowering work environment where integrity and continuous improvement are valued. Contribute to the growth of a dynamic organisation that has more than doubled its team in the past year and has ambitious plans for the future. Who We Are: At Hexarad, we are driven by a mission to improve patient outcomes, and this commitment is reflected in our values. We prioritize integrity and encourage everyone to speak up if they believe we are falling short. We strive for daily improvement and embrace the power of technology to optimize team effectiveness. We value diversity, recognizing that it enhances problem-solving abilities and increases our likelihood of success. If you are a motivated and experienced customer success professional with a passion for healthcare technology and a proven track record in healthcare or customer success, we invite you to join our team and be a part of our exciting journey to revolutionize radiology and diagnostics. Apply today