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
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