Customer Success Manager, Mid-Market

About This Opportunity

Our talent team is representing a fast-scaling healthcare technology company in their search for a Customer Success Manager, Mid-Market based in London. This is a high-impact commercial role for someone who thrives on owning revenue outcomes in a high-volume SaaS environment.

You will manage a portfolio of approximately 50 mid-market healthcare accounts representing significant ARR. This is not a support function—you are a quota-carrying revenue owner responsible for renewal, net retention, and expansion across your book of business.

Responsibilities

You will own the full commercial lifecycle for your portfolio:

• Carry and accurately forecast a renewal and expansion pipeline across your accounts, hitting ambitious revenue targets
• Proactively position multiple product SKUs to existing customers, building expansion hypotheses based on usage data and stakeholder readiness
• Partner closely with aligned Account Executives on upsell and cross-sell opportunities, bringing deep account context and co-developing commercial strategies
• Manage end-to-end renewal processes including risk identification, negotiation, and closure—owning the hard conversations yourself
• Operate a clear prioritisation model across approximately 50 simultaneous accounts, ensuring at-risk customers are protected and healthy accounts continue growing
• Maintain rigorous pipeline hygiene and account health data in HubSpot, keeping your book readable and transparent to the wider team
• Execute account-specific success plans with measurable outcomes and run high-quality QBRs that quantify value and surface commercial opportunities
• Drive accounts from pilot through full deployment, coordinating implementation, training, and clinical workflow integration
• Use adoption signals and usage data to intervene proactively before customers experience problems
• Identify churn risk from leading indicators—usage drops, stakeholder changes, competitive signals—and own recovery plans without waiting for escalation
• Contribute to team playbooks, commercial frameworks, and shared knowledge that strengthens the broader Customer Success function

What We're Looking For

Essential experience and skills:

• 3–5+ years in customer success or commercial account management at a B2B SaaS company, with proven experience carrying quota and hitting expansion and renewal targets
• Track record managing high-volume portfolios (40+ accounts) without letting details slip through the cracks
• Experience positioning and expanding multiple product SKUs within existing customer accounts, understanding how to sequence multi-product conversations
• Strong pipeline discipline: accurate forecasting, proactive CRM updates, and the ability to walk anyone through your book at any time
• Proven ability to collaborate effectively with Account Executives, sharing intelligence and aligning on commercial approach
• Proactive commercial instinct—you spot expansion signals early, build evidence-based hypotheses, and move accounts forward without prompting
• Confidence leading renewal conversations independently, including difficult discussions, and building value narratives from outcome data
• Data literacy: comfortable using usage and adoption metrics to inform decisions, build customer narratives, and support commercial conversations

Strongly preferred:

• Familiarity with clinical workflows, NHS or private healthcare operations, or health system procurement processes
• Experience in healthcare technology or working with clinical stakeholders

How We Work With You

When you apply through Get A Job.ai, here's what happens next:

• Our recruiting team will review your application and conduct an initial screening conversation to understand your background and commercial track record
• If there's a strong match, we'll prepare and submit your profile to our client with full context on your relevant experience
• We'll coordinate the interview process and provide guidance at each stage
• Please do not contact the employer directly—all communication should flow through Get A Job.ai to ensure the best candidate experience

Pay

Compensation details will be discussed during the screening process and are competitive for the London market and this level of responsibility.

Equal Opportunity

Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure equitable access to opportunities.