Customer Success Lead

💬 Accurx is solving healthcare productivity for the NHS.

For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we’re changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care.

What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices.

Our platform now powers Total Triage to manage patient demand, and Self-Book, which lets patients schedule their own appointments in seconds. We’ve automated routine care with Patient Questionnaires for long-term conditions, while Accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe, our AI-powered note-taker that drafts medical notes in real-time.

We’re not just shipping features. We’re giving clinicians their time back and ensuring every patient journey is as smooth as it should be.

That sounds cool - what does a Customer Success Lead have to do with it?

Accurx works with 41 of the 42 NHS ICBs and is growing fast in secondary care. To keep up with how the NHS is organising itself, our Account Management team has just moved to a regional model, with leads for London, the South and the North. The goal is simple: join up what we’re learning across primary care, secondary care, acute, community and mental health, and make sure the best opportunities get surfaced across the whole of England, not just in one set of ICBs.

We’re hiring a Customer Success Lead for the North. You’ll lead a team of Customer Success Managers across primary and secondary care and be the strategic, zoomed-out view of the region. Your team is close to the accounts. Your job is to spot the patterns across them, turn what they’re hearing into strategy, and help Accurx show up at a regional level.

The challenges you’ll solve as a Customer Success Lead

• Lead and grow a team of CSMs. You’ll start with three CSMs, each with their own region, customers and stage of the customer journey. You’ll coach them, unblock them and help them do the best work of their careers.
• Bring two very different care settings together. Primary care is about deepening trust we’ve built over years. Secondary care is about firsts: new services, longer implementations and goalposts that move. You’ll work out what connects them, what doesn’t, and where learnings from one can speed up the other.
• Turn insight into strategy. Your team will feed you what’s happening on the ground. You’ll spot trends, gaps and duplicated effort across the region and turn them into projects, goals and growth opportunities in products like Accurx Scribe and Total Triage.
• Own the commercial picture for your region. You’ll keep a close eye on churn, risk, renewals and upsell across your team’s accounts, and represent the region at our weekly business reviews with the exec team.
• Build the playbook with your fellow leads. The regional model is brand new. Alongside the leads for London and the South, you’ll shape how we work, what best practice looks like and how we scale it.
• Be the link across the business. You’ll work closely with implementation, transformation, support and business development, making sure the voice of our customers shapes where Accurx goes next.