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About the Role
Serve as the senior accountable lead for complex NHS and private health system accounts in the UK and Ireland, acting as a strategic consultant to executive decision-makers to shape deployment strategy, drive decisions, and build organizational will for adoption and expansion. Orchestrate a cross-functional delivery team and manage the full lifecycle of accounts from pilot to renewal.
Responsibilities
- Act as a strategic consultant to executive stakeholders.
- Lead executive-level engagements with CIOs, CMOs, COOs, and clinical directors.
- Shape the customer's thinking on deployment strategy, change approach, and long-term value.
- Build the internal organisational case for adoption.
- Adapt advisory style fluently across frontline clinicians, operational managers, IT leads, and board-level executives.
- Orchestrate the internal delivery team, serving as the accountable lead for the cross-functional pod.
- Translate executive commitments into clear delivery briefs and hold the team accountable to outcomes without line authority.
- Surface risk early, resolve internal ambiguity, and keep Product, Engineering, and Support informed.
- Lead multi-site NHS rollouts with formal governance structures, clinical change management, and cross-site coordination.
- Design and oversee structured adoption programmes.
- Build success plans grounded in clinical and operational KPIs.
- Own commercial outcomes, leading renewal conversations with value-based narratives.
- Identify and execute expansion opportunities across sites, departments, and specialties.
- Contribute to NRR and portfolio growth.
- Engage in pre-sales and pilots, scoping NHS pilots for success and shaping deployment strategy.
- Design evaluation frameworks for pilots grounded in clinical and operational KPIs.
- Shape how we work by contributing to frameworks, tools, and playbooks for scalable rollouts.
Requirements
- NHS or health system experience, understanding of NHS organisations, decision-making processes, influence, and governance/compliance obligations.
- Executive advisory presence, comfortable shaping outcomes in senior stakeholder meetings.
- Experience driving accountability across teams not directly owned, through influence, clarity, and trust.
- 5+ years in SaaS customer success or client-facing roles.
- At least 3 years managing enterprise accounts (250+ users, high-value ARR), covering the full lifecycle.
- Experience leading multi-site rollouts that drive genuine behaviour change and sustained adoption.
- Strong commercial acumen, including expansion, complex renewals, and contributing to NRR/portfolio growth.
- Ability to translate usage patterns and outcome data into strategic narratives for various audiences.
- Political intelligence to quickly understand complex organisational landscapes and navigate internal factions.
Skills
- Strategic consulting
- Executive engagement
- Deployment strategy
- Change management
- Cross-functional team orchestration
- Project lifecycle management
- Clinical change management
- Adoption programmes
- KPI development
- Commercial negotiation
- Expansion identification
- Pre-sales support
- Pilot design
- Data analysis
- Strategic narrative development
- Organizational analysis
Location
- UK
- Ireland
Work Type
- Hybrid working environment
- 3 days in the office
Experience Level
- Senior
- 5+ years in SaaS customer success or client-facing roles
- 3+ years managing enterprise accounts
Benefits
- Comprehensive private medical and dental cover through Bupa
- 24/7 mental health, coaching and wellbeing support through Sonder
- £100/month Healthy Heidi's wellness stipend
- £500 home office budget
- £700 annual learning and development budget
- 26 weeks paid primary parental leave
- 18 weeks paid secondary parental leave
- Fertility support up to £7,000
- Up to four weeks of work from anywhere per year
- Recharge Days after major milestones and busy periods
- 10 days per year of clinical leave for eligible clinical roles
About the Company
- Building the future of healthcare by giving every clinician the earth's finest AI Care Partner.
- Clinical AI products have absorbed the administrative chaos of 73 million patient visits.
- Support over 2.5 million patient sessions a week across 190+ countries.
- Mission: double the world's healthcare capacity and strengthen the human connection at its heart.
- Found product-market fit with a freemium medical scribe.
- Focus on building for the next decade, leading with proactive solutions, following evidence, owning outcomes, and iterating rapidly.
- Committed to understanding clinicians' real-world challenges and building for exhausted humans.
Equal Opportunity
- Dedicated to creating an equitable, inclusive, and supportive work environment.
- Strength in differences.
- Proud to be an equal opportunity employer.
- Welcome all applicants.
- Committed to promoting a culture of opportunity for all.