Role Overview

Genesis is seeking an experienced Customer Success Manager (CSM) to guide our NHS and private hospital partners across the UK & Ireland on their journey from implementation to full benefit realisation.

As a trusted strategic advisor, the CSM plays a pivotal role in ensuring sustained success. You’ll work closely with senior stakeholders across clinical, supply chain, and executive teams to drive outcomes that matter: enhanced financial performance, improved patient safety, and operational efficiency.

What success looks like:

• Demonstrated value delivery and measurable outcomes
• Deep, trusted relationships with senior stakeholders
• High levels of adoption, advocacy, and customer retention

This role is for a strategic, data-driven CSM who thrives in complex, regulated healthcare environments and is confident engaging at executive level. Reporting to the Sr. Manager of Customer Success, you’ll own a portfolio of high-complexity healthcare accounts — acting as a senior advisor across supply chain, digital, finance, clinical, and executive teams — and translate system data into measurable ROI and sustainable adoption of Genesis’ inventory and traceability platform.

Regular on-site engagement across the UK and Ireland is required, with internal team meetings in London, Cork, and Manchester. Candidates based in Manchester or Dublin are preferred.

Key Responsibilities

Customer Value & Outcomes

• Own the post-implementation customer lifecycle from go-live through value maturity
• Define and track measurable outcomes (e.g. cost reduction, stock optimisation, charge capture, patient safety, clinical efficiency)
• Develop structured benefits realisation plans and executive-ready value reporting
• Demonstrate ROI using data and operational insight

Strategic Account Leadership

• Serve as the primary strategic contact for assigned NHS and private hospital accounts
• Lead governance reviews and executive-level discussions
• Identify risk early and drive proactive mitigation
• Support renewals and expansion through clear value articulation

Adoption & Change Management

• Drive sustained product adoption across multi-stakeholder environments
• Support process optimisation and operational maturity
• Develop referenceable sites and advocacy opportunities

Cross-Functional Collaboration

• Partner with Operations, Product, Support and Sales to ensure seamless customer experience
• Provide structured customer feedback to influence product development

Required Experience & Qualifications

• 3+ years’ experience in Customer Success or Strategic Account Management
• Experience working with NHS Trusts or regulated healthcare organisations
• Proven track record of delivering measurable outcomes within complex healthcare environments
• Experience leading executive-level reviews and influencing senior stakeholders
• Strong understanding of healthcare operational workflows (supply chain, clinical systems, digital transformation, or ERP/EHR environments)

• Excellent communication skills both written and verbal
• A structured, organised approach with the ability to manage complexity and competing priorities

• Demonstrated ability to manage multiple complex accounts simultaneously
• Experience using data and analytics to evidence ROI
• Extensive travel required – up to 50%

What Success Looks Like

• Clear, measurable value delivered across assigned accounts
• High customer adoption, retention, and advocacy
• Executive-level trust and partnership
• Customers viewing Genesis as a strategic partner

What We Offer

• A senior, strategic Customer Success role with real executive exposure
• The opportunity to work with leading NHS and private healthcare organisations
• A collaborative, mission-driven environment
• Competitive salary + pension
• Performance-based bonus aligned to retention and growth
• The chance to shape how value is delivered, measured, and evidenced across UK & Ireland healthcare