Head of Customer Success, UK Healthcare

📋 Description

• Lead a skilled team of professionals: mentor, coach, and develop a team of over 5 Account Directors (ADs) and Customer Success Managers (CSMs) within the UK healthcare division, fostering a strong performance culture founded on accountability, collaboration, and a customer-centric approach.

• Take ownership of retention and growth for the existing customer base: enhance account retention, development, and long-term customer value within our UK healthcare sector.

• Lead comprehensive account planning and oversee its execution: collaborate closely with the team of ADs and CSMs to create growth strategies for each account and ensure their implementation.

• Serve as the strategic account lead: directly manage customer success for select strategic clients, cultivate senior-level customer relationships, and establish Digital Workforce as a trusted partner for long-term transformation.

• Create a customer management framework for the global healthcare business: implement standardized customer management models, governance structures, planning practices, key performance indicators, and operational rhythms for the global healthcare division.

• Collaborate across teams and functions: engage with internal stakeholders and external partners to enhance quality, customer experience, and delivery results.

⛳️ Requirements

• Experience working in or with the NHS; familiarity with Nordic or US healthcare markets is a plus, though not essential.

• Proven leadership experience with the ability to develop teams, enforce accountability, and provide clarity in execution.

• Background in automation, technology-enabled services, or digital transformation.

• Demonstrated skill in establishing and scaling governance frameworks and/or effective cross-functional collaboration.

• Strong commercial acumen combined with a genuine dedication to customer value and long-term partnerships.

• Proficiency in Finnish and/or Swedish is an advantage, but not mandatory.

🏝️ Benefits

• An opportunity to become part of a leading enterprise-grade automation and AI provider with a robust growth trajectory.

• A chance to play a pivotal role in the dynamic, high-performing UK healthcare team that is central to the company’s strategy.

• The ability to facilitate significant transformation across the NHS through automation and AI solutions.

• An international work environment coupled with a collaborative culture.

• Support for continuous learning and personal development.