Customer Success & Implementations Manager

SUMMARY:
You will lead the successful rollout of our client platform across hundreds of GP surgeries in the UK, ensuring each customer achieves maximum value from the product.

POSITION INFO:

Customer Success & Implementations Manager

Lead impactful SaaS rollouts across the UK healthcare sector

Remote | R50 000pm

About Our Client
Our client is an innovative health tech company delivering cutting-edge solutions to transform patient care in the UK. Their flagship platform is used by hundreds of GP surgeries to improve efficiency, enhance patient outcomes, and drive measurable results.
With a mission-driven approach and a focus on tangible impact, they are scaling rapidly across the healthcare sector. The team thrives on collaboration, agility, and a deep commitment to empowering healthcare providers with the tools they need to succeed.

The Role: Customer Success & Implementations Manager
You will lead the successful rollout of our client platform across hundreds of GP surgeries in the UK, ensuring each customer achieves maximum value from the product. This is a high-responsibility role requiring you to oversee new contract implementations while managing long-term customer relationships and outcomes. Working closely with internal teams, you will drive adoption, measure impact, and own the full customer lifecycle from onboarding to renewal.

Key Responsibilities

• Project manage platform implementations, coordinating internal resources to meet rollout deadlines

• Run discovery calls to understand customer goals and tailor launch strategies

• Build scalable onboarding playbooks to accelerate time to go-live

• Manage a portfolio of 500+ GP surgeries, maintaining strong, ongoing relationships

• Lead strategic account reviews and monitor customer health metrics

• Drive adoption and usage of the platform to deliver measurable customer value

• Handle renewal and upsell conversations across your account base

• Troubleshoot technical issues and support customers through configuration

• Create help documentation, video tutorials, and support materials

• Analyse account data to identify trends, risks, and growth opportunities

• Support customers with data protection processes and serve as the internal data compliance expert

• Provide customer feedback and insights to inform product development

About You

• Degree-educated with excellent written and verbal communication skills

• 4+ years in SaaS implementations or customer success, managing complex rollouts

• Proven experience handling large account volumes in a fast-paced environment

• Strong analytical skills, with SQL knowledge preferred

• Technically confident and quick to learn new systems

• Commercially aware, with experience managing renewals and upsells

• Adaptable, proactive, and comfortable in a high-output start-up setting