RLDatix
Senior Customer Success Manager
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Job Description
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
We're searching for a UK-based Senior Customer Success Manager to join our Customer Success team, so that we can manage strategic customer accounts and deliver tailored solutions and premium experiences that drive measurable business outcomes. The Senior Customer Success Manager will foster trusted relationships with C-suite executives, articulate value-driven recommendations, and address complex renewal scenarios while adapting strategies to evolving market dynamics.
How You'll Spend Your Time
- Manage your own portfolio of customers with autonomy, demonstrating what excellent customer success looks like through proactive planning, clear ownership, and consistent value delivery.
- Analyse each customer’s business context, operational objectives, risks, and success measures in order to shape tailored recommendations that support measurable value realisation.
- Build trusted relationships with executive and operational stakeholders through authentic, responsive engagement, helping customers feel confident in the value they receive and the support they can expect.
- Take ownership of customer requests, concerns, and escalations, coordinating with internal teams such as Services and Product to drive timely resolution and reduce risk.
- Proactively identify at-risk or challenging customers, developing clear “go to green” plans and reporting progress against agreed actions.
- Prepare and deliver clear, compelling customer communications, presentations, monthly touchpoints, and executive business reviews that articulate progress, outcomes, risks, and opportunities.
- Contribute to renewal and expansion discussions by evaluating customer health, adoption, risk, value delivered, and future opportunities for sustainable account growth.
- Support continuous improvement across the Customer Success team by sharing customer success stories, lessons learned, and practical best practice insights.
- Provide informal coaching, mentoring, and support to colleagues where you have strengths, subject matter expertise, or relevant customer experience.
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What Kind of Things We're Most Interested in You Having
- Demonstrated ability to manage a customer portfolio independently, balancing customer needs, commercial priorities, and internal collaboration with confidence and accountability.
- Strong analytical skills, with the ability to understand customer business context, operational goals, risks, and market pressures, and translate these into practical solution recommendations.
- Proven experience building and maintaining trusted relationships with executive sponsors, operational leaders, and key stakeholders across complex or high-value accounts.
- Excellent communication skills, including the ability to simplify complex information, tailor messaging for different audiences, and deliver confident executive-level presentations and business reviews.
- Experience coordinating cross-functional teams, managing stakeholder expectations, and driving resolution of moderately complex customer issues.
- Ability to identify customer risk early, develop structured mitigation plans, and use customer health insights to inform account priorities.
- Healthcare experience, particularly within the NHS, and familiarity with healthcare terminology would be highly desirable.
- A sincere interest in making a positive difference in healthcare, with a strategic, proactive, and collaborative approach to customer success.
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By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package is designed to support your health, wellbeing, and future.
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to accessibility@rldatix.com.
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