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About the Role
RLDatix is seeking a UK-based Senior Customer Success Manager to manage strategic customer accounts, deliver tailored solutions, and provide premium experiences that drive measurable business outcomes. The role involves fostering trusted relationships with C-suite executives, articulating value-driven recommendations, and addressing complex renewal scenarios while adapting to market dynamics.
Responsibilities
- Manage a customer portfolio with autonomy, demonstrating excellent customer success through proactive planning, clear ownership, and consistent value delivery.
- Analyze customer business context, operational objectives, risks, and success measures to shape tailored recommendations for value realization.
- Build trusted relationships with executive and operational stakeholders through authentic, responsive engagement.
- Own customer requests, concerns, and escalations, coordinating with internal teams for timely resolution.
- Proactively identify at-risk customers and develop clear 'go to green' plans.
- Prepare and deliver customer communications, presentations, monthly touchpoints, and executive business reviews.
- Contribute to renewal and expansion discussions by evaluating customer health, adoption, risk, value delivered, and growth opportunities.
- Support continuous improvement within the Customer Success team by sharing success stories and best practices.
- Provide informal coaching and mentoring to colleagues.
Requirements
- Demonstrated ability to manage a customer portfolio independently, balancing customer needs, commercial priorities, and internal collaboration.
- Strong analytical skills to understand customer business context and translate into practical solution recommendations.
- Proven experience building and maintaining trusted relationships with executive sponsors and operational leaders.
- Excellent communication skills, including simplifying complex information and delivering executive-level presentations.
- Experience coordinating cross-functional teams and managing stakeholder expectations.
- Ability to identify customer risk early and develop structured mitigation plans.
- A strategic, proactive, and collaborative approach to customer success.
Skills
- Customer Success Management
- Relationship Building
- Value Articulation
- Renewal Management
- Cross-functional Team Coordination
- Presentation Skills
- Analytical Skills
- Healthcare Operations Platform knowledge (implied)
- NHS experience (desirable)
- Healthcare terminology familiarity (desirable)
Location
- UK-based
Work Type
- Full-time
Experience Level
- Senior
Benefits
- Health and wellbeing support
- Future support
About the Company
- RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care.
- Through its innovative Healthcare Operations Platform, RLDatix connects data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.
- Trusted by over 10,000 healthcare organizations globally.
- Over 2,000 team members worldwide.
Equal Opportunity
- RLDatix is an equal opportunity employer, and 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.
- Ensures that persons with disabilities are provided reasonable accommodation in the job application and interview process.