Customer Success Manager

Ortus-iHealth is a health technology service focused on delivering personalized healthcare through innovative remote monitoring and a virtual clinic platform. Based on a smartphone app for patients and a web portal for providers, Ortus-iHealth enables convenient, efficient, and effective patient-doctor interactions. The platform supports appointment management, goal tracking, tailored care, and secure video consultations to streamline healthcare delivery and improve outcomes. Designed by clinicians, Ortus-iHealth leverages data analytics and remote monitoring to provide evidence-based improvements and optimize patient care.

Role Description

This is a full-time on-site role for a Customer Success Manager in London, working from home.

Key Responsibilities

Customer Success & Optimisation

• Own a portfolio of NHS customers (e.g. trusts, ICBs, hospitals, service providers) as their primary point of contact for value, adoption and overall satisfaction.
• Own the implementation from initial project kick-off to in service, ensuring clear ownership, success plans and agreed KPIs.
• Run regular business reviews with clinical, operational and IT stakeholders to track performance against objectives, surface issues and agree concrete action plans.
• Monitor usage, performance and outcomes data, proactively addressing risks and working with customers to optimise workflows and pathways.
• Build strong relationships with clinical, operational and executive sponsors, becoming a trusted advisor on how best to use the product in their context.
• Coordinate with support, product, clinical and technical teams to resolve issues quickly and minimise disruption for end-users.
• Capture feedback and insights from frontline users and stakeholders, feeding them into product and process improvements.

Analytics & Service Performance Reporting

• Create and deliver regular service performance reports and dashboards for customers, highlighting KPIs, trends, outcomes and areas for improvement.
• Analyse usage patterns, clinical/operational metrics and service health indicators to identify optimisation opportunities and risks.
• Present data insights in customer-friendly formats (e.g. executive summaries, visual dashboards) that demonstrate ROI and align with NHS reporting requirements.
• Maintain accurate internal reporting on account health, portfolio performance and commercial opportunities.

Implementation Handover & Service Delivery

• Work closely with implementation / project teams to ensure new sites and projects land smoothly and are set up for long-term success.
• Help refine playbooks, training materials and best-practice guides so customers can embed the solution into day-to-day practice.
• Support customer change management activities (communications, training, champions networks) to drive adoption and reduce resistance.
• Deliver customer training and ongoing support workshops

Growth Enablement & Opportunity Spotting

• Maintain a clear view of account health, risks and potential growth areas across your portfolio.
• Identify expansion opportunities (e.g. additional departments, pathways, sites or features) and qualify them for Business Development / Sales colleagues.
• Support Business Development by providing context, data and customer insight for proposals, renewals and commercial conversations, without owning the full sales cycle.
• Help build case studies, success stories and references by evidencing impact with customer-approved data and narratives.

Experience and Skills

• Experience in a customer-facing role (Customer Success, Account Management, Implementation or similar) in healthcare or SaaS.
• Direct experience working with NHS organisations or healthcare providers, and confidence engaging clinical, operational and IT stakeholders.
• Proven ability to drive adoption, optimise service performance and manage multiple accounts or projects in parallel.
• Strong analytical skills: comfortable using dashboards, creating reports and using data to identify issues, opportunities and recommended actions.
• Excellent communication and relationship-building skills, with the ability to lead meetings, workshops and reviews with a range of stakeholders.
• Highly organised and proactive, able to manage your own portfolio and follow through on agreed plans.
• Background working within an NHS setting (e.g. trust, PCN, GP practice, community or virtual care).
• Familiarity with common NHS digital systems and programmes (e.g. EHRs, SystmOne/EMIS, virtual wards, digital pathways, analytics or safety platforms).
• Experience creating performance reports or dashboards for healthcare customers or stakeholders.
• Experience partnering with sales or business development teams, including supporting renewals and expansions.

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