Userlane
Customer Value Manager, Healthcare (UK)
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
About Userlane
Userlane is a software adoption platform that shows enterprises whether their software and AI investments are actually working. Our team works with some of the biggest names in regulated industries, helping them get real value from technology and giving their employees the right support inside software applications they use every day. Based in Munich, growing internationally.
Userlane combines Application Intelligence and Contextual Assistance for regulated industries. Application Intelligence shows where software creates cost and friction across the estate. Contextual Assistance helps people get work done in the moment, without training burden. We work with healthcare organizations across the US and Europe, helping clinical and operational teams work confidently in complex systems like EHRs and other core clinical and business applications.
Your mission
Your mission is to make sure the technology a trust has paid for changes how its people work, and that the trust can prove it. That runs from contract signature through implementation, go-live, and the year afterwards when adoption either holds or falls away.
You agree the measures with the customer before go-live, then steer implementation and onboarding alongside the implementation teams and partners. The Application Intelligence data shows you where staff get stuck, which training never landed, and which processes keep failing.
A customer can get real results and still be a renewal risk, because outcomes nobody can show internally do not survive a budget round. The ward manager who feels the problem is not the Chief Information Officer (CIO) who signs the contract, so you work both ends and put the evidence in the hands of whoever defends the spend.
When an account expands, to another trust in the same Integrated Care System (ICS), a new site, or a new application, you take the technical and value seat alongside sales. Expansion inside the NHS is won on evidence from the trust next door, and you are the person holding it.
What you'll do
- Own a portfolio of National Health Service (NHS) trusts from signature through to the renewal decision, and grow each account into new sites, staff groups, and applications.
- Agree with each customer what success will look like, and record the starting point you will measure against.
- Steer implementation and onboarding with the implementation teams and partners, so the account is set up from the first week to produce proof in the customer's own terms: time saved on the job, training burden reduced, tickets deflected, go-lives de-risked.
- Map the account and keep it covered: the Chief Nursing Information Officer (CNIO) and service leads who feel the problem, the programme and training teams who run the rollout, and the finance and technology leaders who defend the spend.
- Run quarterly reviews with digital, clinical, and operational leaders that end in a decision, and put the evidence in the hands of whoever argues for the renewal internally, ahead of the budget round.
- Advise the customer on how to run adoption, fix what the data shows by directing the implementation teams and partners on content and configuration, and carry what worked into the other trusts you hold.
- Equip the trust's adoption lead and application owners so adoption survives staff turnover, rotations, and shift patterns.
- Work with support on the issues that keep coming back in your accounts, and report product gaps with evidence and the commercial weight attached.
- Work with the industry specialist in sales on renewal and on expansion into new trusts, sites, and applications.
- Hold the technical and value seat in live deals and on those expansions: solution design, proof of value, and technical evaluation. Run the front of the security and information governance review, and bring in our security team to answer it.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Your profile
What we're looking for
- Five or more years in customer success, solutions consulting, or account management, working with large or public sector organisations.
- Deployed and operated a solution, not only managed the relationship: solution design, technical demonstrations, proof of value, and the work that follows go-live. You have been accountable for delivering what you scoped.
- Know what goes wrong in the handover between the programme team and the people who have to use the system.
- Know clinical systems and clinical workflows, how an EPR programme runs, and how decisions actually get made inside a trust.
- Built a business case with a customer and been there when it was measured. You know the harder part is agreeing what counts as evidence before you start.
- Handle accounts where the person who feels the problem, the person who holds the budget, and the person who defends the spend are three different people.
- Read usage data and say what it means, not only report it.
- Use AI tools to work faster and produce better work.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
This role is for you if
- You would rather hold 10 accounts closely than 40 at a distance.
- You tell a customer the numbers are not there before they find out themselves.
- You judge a good quarter by what the customer can now prove.
- You want the renewal decision settled by evidence gathered across the whole year.
- You work alongside implementation teams and partners rather than around them.
- You are comfortable being the only technical person in the room.
What success looks like
- Accounts reach go-live with the starting point recorded and the measurement agreed.
- Every account has current evidence that its own clinical, technology, and finance leaders accept.
- Renewals close inside the trust's planning cycle rather than after it.
- Accounts grow into new applications, new sites, and neighbouring trusts.
- Digital champion networks keep running through staff turnover without Userlane rebuilding them.
What's in for you
- Shape a market. You shape how post-sales works in the US market, not just how one account is served.
- Team and culture: A high-performance culture with great leadership and a fun, engaged, motivated and diverse team with people from over 20 countries.
- Two-week deployment versus months for alternatives. Decisions turn into outcomes fast.
- We win on expertise and outcomes, not procurement exercises and feature comparisons.
- Real ownership at a pre-exit scale-up: meaningful equity and the chance to build the US post-sales motion.
- Growth: We take you and your development seriously. Weekly 1:1s, a personalized skills assessment and development plan, on-the-job coaching, and budget for events and training.
- Benefits: Flexible benefits related to savings and security, health and well-being, and lifestyle and leisure.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location