Enterprise Customer Success Manager (NHS)

Generate the Evidence

• Agree baselines with every partner at the start of a deployment, so that impact can be measured from day one.
• Generate real-world evidence from deployment data on time given back to clinical care, admin reduced, drive time and mileage, working with our clinical and data colleagues to a standard that commissioners and clinical leaders will accept.
• Turn that evidence into commissioning cases and renewal narratives, adjusted in depth and style for clinical, operational, IT and finance audiences. Don’t just present the insight, help them understand the story and what it means for them.
• Own the return on investment story for each partner. Where the evidence is weak, you find out first and fix it.

Build the Function, with AI at the Core

• Create the playbooks, deployment frameworks, governance packs, onboarding materials and health frameworks that make NHS implementation repeatable. This is what gets us to six live Trusts in the next 9 to 12 months.
• Use AI in your own deployments, from reporting and insight to training materials and adoption tracking, and show the team how.
• Set the standard as the function grows, and mentor the implementation hires who follow you.

What We’re Looking For

• You grow accounts, prove value with data, and move quickly. You have done this in healthcare or a similarly complex or regulatory setting and you are from a start-up or scale-up background. We value pace of learning, so if you have grown fast and can show it, we want to hear from you whatever your years of experience.
• Commercially sharp. You have grown enterprise accounts through expansion and renewal, and you can quote the numbers: ACV growth, retention, NRR. You can hold a commercial conversation on your own.
• Evidence-led. You have built the case for adoption or commissioning from baselines, usage data and outcome data, and it stood up to scrutiny from finance and clinical leaders. You know what sits behind the numbers.
• A deployment leader. You have led complex, multi-site implementation or transformation work, ideally delivering software into the NHS, and you know what gets clinical teams to adopt something new.
• Fluent in the NHS and social care. You understand how decisions are made, who holds influence, and clinical safety and information governance in practice (DCB0129, DTAC, DPIA, MDR).
• Executive in presence. You are comfortable being the least senior person in the room and still shaping the outcome. You have changed a senior stakeholder's mind, and you read complex organisations quickly without getting captured by one faction.
• A builder. You can create process, structure and documentation from scratch while running a live, high-stakes programme.
• AI fluent. You use AI tools daily, you keep pace with how fast they are moving, and you have ideas for how to apply them to deployments, reporting and adoption.
• Calm and meticulous. The product is evolving, partners are co-designing it with us, and priorities shift. You bring order to that, with an exceptional eye for detail.
• Above all, you care about this. The shift of healthcare into the home is happening, and the difference between a pilot and a partnership is usually the person leading it.

What We Believe In

• Take care: Of our service, each other and, above all, our patients.
• Challenge the status quo: Healthcare has stayed unchanged for too long.
• Build things you’d use: Anything else isn’t good enough.
• Be the teammate you’d want to have: Show up, follow through and make the people around you better.
• Win together: We move fast, but never alone

Practical Requirements

• Right to work: You must have the right to work in the UK. We are not able to offer visa sponsorship for this role.
• Driving Licence: A full UK driving licence is preferred. This role spends real time on partner sites, often in services that cover a wide geography.
• Availability: We are looking for an immediate start ideally, in September or October. Please tell us your availability in your application.

Why You Should Join Heim 🚀

• Solve real problems in healthcare: Help healthcare overcome the limitations of legacy technology.
• Give time back to the frontline: Be part of a mission that gives community teams a third of their time back. You will help reduce the 40% of the day that field staff currently spend on administrative tasks and manual workarounds.
• Deeply empathetic engineering: Build tools grounded in frontline reality - our technology has been shaped by shadowing over 20,000 hours of community staff time.
• Address the issues that matter most: Work on software that directly targets the top concerns of frontline staff, including lone working safety, tiresome admin and repetitive tasks.
• Drive measurable impact: Deliver optimization solutions that model a 42% average reduction in drive time and up to a 52% reduction in mileage for community teams.
• Build cutting-edge, secure technology: Develop AI that automates non-clinical touchpoints while working within a highly secure, ISO27001 UKAS accredited and DCB0129 compliant framework.

What We Offer

• Compensation: Salary of £55,000 to £70,000 depending on experience plus a bonus/commission structure, with eligibility for equity options at the end of your probation period.
• Time off: 33 days' holiday (25 days plus 8 bank holidays), plus an extra day off for your birthday (or the nearest weekday).
• Direct ownership: Take direct ownership of the most important deployments in the company, working closely with our founders and the team building the product.
• Culture & connection: Enjoy regular socials, team trips, meals, and an annual company retreat.
• Flexibility that works: Hybrid working from our Shoreditch office, with regular travel to NHS partner sites.

How to Apply

This role is urgent, so we are moving quickly. Please include your availability to start.

• Application: Send us your profile, tell