Customer Success Manager

The Role

Our Customer Success Team resides within the Client Operations Team in the Operations business area, and is responsible for maintaining relationships with all customers, especially those of strategic importance to the business (i.e., account management). We’re looking for additional Customer Success Managers to play a key role in ensuring customers not only achieve success with our products, but also derive maximum value from them.

Through proactive support, Customer Success Managers aim to empower all customers and enhance their and their user’s overall experience with Patchwork’s products. A primary focus of this role is to support customer relationships through driving best practices for system utilisation and supporting Customer Success Directors in fostering long‑term relationships.

Everyone in Customer Success is capable of assisting across all products, but this role will predominantly focus on job planning.

Key Responsibilities

System Utilisation, Insights & Reporting

• Monitoring customer usage metrics, identify trends, and provide actionable data‑driven insights to improve product engagement and satisfaction.
• Presenting performance reports and success metrics during customer review meetings, highlighting successes and areas for improvement.
• Attending customer site meetings, from time to time, to complete activities such as system configuration audits.
• Updating the CRM with any actions from meetings, including meeting notes; and ensuring actions are fed to the relevant team.
• Using data to embed best practice of system utilisation across the wider business and with external stakeholders.

Customer Relationship Management

• Working closely with and supporting all roles within the Customer Success Team to drive successful and optimal system utilisation and effective and impactful communication with customers.
• Supporting Patchwork’s Customer Success Directors with product knowledge to improve the impact of all meetings.
• Developing and maintaining impactful relationships with key external stakeholders.
• Receive inbound Customer Success queries such as continual improvement requests and configuration queries, and understanding where to divert these queries appropriately.
• Escalate any perceived risks to customer satisfaction, contract renewal or a previous or pre‑existing matter that has already been escalated, to the relevant Customer Success Director or Director of Customer Success in a timely manner.
• Delegate, or hand over, tasks to the appropriate internal teams for resolution, which may involve, for example, notifying the Customer Support Team of actions arising from meetings.
• Advocate for customers by consistently representing their needs and perspectives within the organisation, developing and leveraging good relationships with internal stakeholders.

Internal Collaboration, Education & Best Practice

• Working collaboratively within the Customer Success Team to develop and document processes to build up, maintain and improve a knowledge base, including clear internal change management procedures and audit documentation for customers.
• Supporting Customer Success Directors by providing and analysing customer and app user feedback and data analysis, along with industry standards and new technologies to collaboratively drive a culture of continuous improvement.
• Continuously documenting ways of working to improve cross-functional collaboration and to relay product feedback and customer insights to internal stakeholders.
• Working with Customer Success Directors to ensure a seamless experience for all of Patchwork’s customers by sharing relevant insights to offer more personalised support.
• Supporting cross‑functional teams such as Revenue, Product and Technology teams by providing experienced guidance on Patchwork’s products (i.e., how the product works – either as intended to customers or how the product actually works for customers to internal stakeholders) and best practice of system utilisation.
• Educating internal stakeholders on system understanding and utilisation, with a goal of knowledge‑transfer and upskilling internal stakeholders.
• Monitor industry trends, new technologies and Customer Success best practices, providing support within the Customer Success Team to ensure the whole team continues to be innovative and competitive.
• Support Customer Success Executives within the Customer Success Team.
• Collaborate with Customer Support to facilitate customer success.
• Build and maintain good relationships with internal stakeholders, specifically the wider Client Operations teams and the Product and Technology teams.

Requirements

Essential

• Proven experience in nurturing customer relationships in a similar role.
• Strong interpersonal and communication skills to build trust and rapport with internal and external stakeholders.
• Ability to represent the customer’s voice within the company, ensuring customer feedback is addressed and prioritised.
• Strong analytical and problem‑solving capabilities to address challenges effectively.
• Proactive approach in identifying potential issues and offering solutions for best system utilisation.
• Strong organisational skills to handle timelines, follow‑ups, and prioritisation of client needs.
• Proficiency in using data to present insights.
• Ability to quickly learn and understand new product functionality.
• Capable of training and imparting knowledge to others.
• Ability and willingness to work cross‑functionally with sales, product, and support teams to ensure alignment and consistent service delivery.
• Excellent listening, written, and verbal communication skills.
• Demonstrable ability to anticipate customer needs and identify potential problems before they escalated.
• Eagerness to work with multiple people and be a self‑starter.
• Prideful in attention to detail.
• Experience using common customer tools and CRMs (i.e., HubSpot).
• Tech savvy and adaptable to new technologies and systems.
• Experience collaborating in a dynamic, fast‑paced and autonomous environment, such as a start‑up or scale‑up.

Nice to Have

• Experience or knowledge of AI tools.
• Experience in technical customer support.
• Experience in a tech start‑up/scale‑up.
• Experience or knowledge of the NHS, healthcare, or healthtech industry.
• Experience or knowledge of workforce applications, particularly around job planning.

Benefits

• Hybrid and flexible workplace
• Cycle Scheme
• Tech Loan Scheme
• Employee Assistance Programme (Health Assured)
• Personal Learning & Development Budget
• Flexible income options via Stream
• Dog friendly London Hub
• Vibrant and fun London Hub with unlimited refreshments & games
• Access to co‑working spaces across the UK

Patchwork is an inclusive employer, and is committed to not only meeting legal requirements and standards, but our own diversity, equality, and inclusivity policies and pledges throughout all stages of the employee lifecycle.

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