HealthNet Homecare (UK) Ltd
Customer Success Manager
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Job Description: Customer Success Manager
HealthNet Homecare is a leading provider of homecare services, supporting patients to receive treatment and care in the comfort of their own homes. From medication deliveries to specialist clinical nursing support, including injection training and the administration of IV and infusion therapies, we are dedicated to making healthcare more accessible and convenient for those who need it most.
We have a really exciting opportunity for a Customer Success Manager to join our growing team at Healthcare Anywhere!
Main Responsibilities
As Customer Success Manager for Healthcare Anywhere, you will own the end-to-end client relationship for our pharmaceutical and NHS partners, blending commercial account management with hands-on implementation and service design. You will be the day-to-day face of Healthcare Anywhere for your accounts, managing onboarding, ongoing service delivery, and commercial growth, while shaping how the service is designed and delivered to meet client and patient needs. The role requires 3-5 years' relevant experience. Base salary is £50,000 plus a business development incentive of up to 20%, assessed every six months.
Commercial Account Management
- Relationship Ownership: Act as the primary commercial point of contact for a portfolio of Healthcare Anywhere clients, building trusted, long-term relationships.
- Account Growth: Identify opportunities to expand service usage within existing accounts, supporting renewals and upsell conversations.
- Reviews & Reporting: Lead regular client review meetings, presenting performance data, service updates, and commercial proposals.
Business Development
- Pipeline Management: Maintain and progress a commercial pipeline of new and expansion opportunities for Healthcare Anywhere, working leads through to close.
- Lead Sourcing: Source new opportunities directly, in addition to leads provided by the sales and commercial teams, to support delivery against pipeline targets.
- Target Delivery: Take ownership of pipeline and revenue targets, assessed every six months as part of the role's incentive structure.
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Implementation
- Onboarding: Lead the end-to-end implementation of Healthcare Anywhere for new clients and sites, coordinating internal teams and client stakeholders.
- Configuration: Work with internal teams to configure the service to each client's requirements, ensuring a smooth transition into live operation.
- Training: Deliver or coordinate training for client teams and end users, ensuring confident adoption of the service.
- Go-Live Support: Provide hands-on support through go-live and early life, resolving issues quickly and escalating where required.
Service Design
- Patient Journey Design: Define how care is delivered to the patient through Healthcare Anywhere, including the touchpoints, interactions, and interventions that make up the patient journey.
- Risk & Non-Adherence Interventions: Design and refine the specific interventions triggered when a patient shows signs of non-adherence or risk, ensuring they are timely, appropriate, and consistent across accounts.
- Service Improvement: Use client and patient feedback to identify opportunities to improve how care is delivered through Healthcare Anywhere.
- New Service Input: Contribute service design input into new client propositions and service variants, drawing on direct account experience.
Compliance & Cross-Functional Coordination
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- Regulatory Awareness: Maintain working knowledge of Healthcare Anywhere's status as a Class 1 medical device and its DTAC compliance, ensuring client-facing activity is conducted in line with these requirements.
- DSPT Compliance: Support adherence to Data Security and Protection Toolkit (DSPT) requirements across client interactions and documentation.
- Internal Liaison: Act as the link between clients and internal teams including operations, clinical, and digital product, ensuring client needs are clearly understood.
- Issue Resolution: Coordinate the resolution of service issues raised by clients, keeping them informed throughout.
What experience and skills are we looking for?
Essential
- Experience: 3-5 years' experience in account management, implementation, or service delivery.
- Relationship Management: Proven ability to build strong client relationships.
- Delivery: Experience coordinating implementation projects.
- Communication: Excellent written and verbal communication skills.
- Organisation: Strong organisational and multitasking abilities.
- Commercial Drive: Comfortable working towards revenue and pipeline targets.
Desirable (But Not Required)
- Experience within homecare, pharmaceutical patient support, or NHS-facing services.
- Familiarity with service design or process mapping techniques.
- Familiarity with DTAC, DSPT, or medical device regulatory requirements.
- Experience using CRM or project management tools such as Jira, Trello, or Asana.
Please note: Due to the volume of applications we receive, we may not be able to respond to all applicants individually. If you are selected for interview, we will be in touch.
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