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:

Subject Line: Customer Success Manager Application