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About the Role
RLDatix is seeking a UK and Ireland based Manager of Customer Success to lead a team of Customer Success Managers, driving measurable outcomes across customer health, adoption, value realization, retention, and advocacy. The role ensures consistent execution of the Customer Success operating model and aligns activity with RLDatix's mission to enable safer, better healthcare.
Responsibilities
- Lead, manage, and develop a team of Customer Success Managers through clear direction, coaching, feedback, and performance support.
- Drive consistent execution of the Customer Success operating model to align team activity to agreed processes, customer outcomes, and business priorities.
- Maintain visibility of team workload, customer risk, adoption progress, and account health to escalate themes and recommendations.
- Support the team through complex, sensitive, or high-risk customer situations.
- Review customer health, sentiment, NPS, adoption, and success plan progress to identify trends, risks, and corrective actions.
- Provide operational oversight of priority accounts.
- Partner with Sales, Renewals, Services, Support, and Product to support renewal readiness, surface expansion and advocacy opportunities, and ensure effective handover from implementation into Customer Success.
Requirements
- 5+ years' experience in customer success, account management, or SaaS customer engagement, ideally with enterprise, public sector, or complex multi-stakeholder customers.
- Experience leading, coaching, or managing customer-facing teams.
- Proven success in improving customer engagement, product usage, customer satisfaction, sentiment, retention, or NPS through structured customer success practice.
- Experience supporting organizations and teams through change and the adoption of new products, services, or migration from legacy platforms.
- In-depth knowledge on how to embed success planning, adoption management, measurable outcomes, and value-realization activity across a team.
- Trusted leadership presence that influences and builds credibility with senior stakeholders.
- Confidence using customer success platforms, CRM systems, data analytics tools, and everyday productivity tools such as Excel, PowerPoint, and Word.
- Experience using AI-enabled tools to improve scalability and efficiency is desirable.
- Sincere interest in improving healthcare outcomes and enabling teams to help customers realize meaningful value from RLDatix solutions.
- A knack for working collaboratively and influentially within a cross-functional environment spanning Sales, Support, Product, Services, and Customer Success.
Skills
- Customer Success Platforms
- CRM Systems
- Data Analytics Tools
- Excel
- PowerPoint
- Word
- AI-enabled tools
Location
- UK
- Ireland
Work Type
- Full-time
Experience Level
- Manager
Benefits
- Private health and group accident insurance
- Employee Assistance Program (EAP)
- Loyalty Awards for long-service employees
About the Company
- RLDatix is on a mission to help raise the standard of care everywhere.
- Trusted by over 10,000 healthcare organizations worldwide, our solutions help improve health and care.
- Our applications ensure 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 making a difference in healthcare every day.
Equal Opportunity
- 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.