(Senior) Customer Success Manager (UK Healthcare)

Overview

Digital Workforce Services (DWF) is an international leader in business automation and technology solutions, with over 200 large organisations relying on the company’s services to drive transformation through automation. DWF’s Outsmart platform and services, including Enterprise AI Agent solutions, empower large organisations to transform knowledge work and drive tangible operational change. Founded in 2015, Digital Workforce now employs over 200 business automation specialists across the UK & Ireland, the US, and Northern and Central Europe. The company is also listed on the Nasdaq First Growth Market Finland. Healthcare is the company’s largest vertical, contributing over 50% of DWF’s 28.7m EUR annual revenue. The company has a proven record of automating critical tasks and end-to-end care pathways within healthcare organisations, which continues to transform patient care, enhance productivity, and improve financial sustainability. UK healthcare has been identified as the company’s primary growth driver.

This role is fundamental to the success of DWF’s growth plan, with responsibility for driving customer retention, satisfaction, and account growth within a portfolio of existing customers.

Position

(SENIOR) CUSTOMER SUCCESS MANAGER (UK HEALTHCARE)

As a Customer Success Manager (UK Healthcare), you will take care of a portfolio of existing NHS customers and drive long-term value. You will be required to collaborate closely with key stakeholders to ensure customers maximise the value of the automation and AI solutions and services they have purchased. You will also work closely with internal teams to ensure effective service delivery. This role is focused on customer retention, satisfaction, and account growth. A portion of your customer base may also have an Account Director assigned to lead growth objectives and support strategic customer development.

Please note – this is primarily a remote (UK based) role, but regular travel to customer sites and in-person team events is expected. Occasional international travel within Europe may also be required.

What You Will Do

• Build and strengthen customer relationships: develop trusted relationships with key stakeholders across customer organisations and act as a trusted partner for operational and service-related matters.
• Drive long-term customer value: help customers progress in their automation and AI journeys by understanding their priorities, supporting the identification of new automation opportunities in key target areas, and fostering long-term partnership development.
• Manage customer success and service delivery: proactively manage the successful delivery of services across assigned NHS customer accounts, ensuring customers achieve their expected outcomes and value from our solutions. This includes collaborating within internal delivery teams and external partners.
• Drive account growth: work closely with key customer stakeholders, Account Directors, and the wider UK healthcare team to identify opportunities for upselling and cross-selling into your existing customer base.
• Maintain and close pipeline: for accounts without an Account Director assigned, there will be a requirement to own the forecasting, qualification, deal progression, and conversion of upsell opportunities. You will be supported by the commercial team in all engagements.

What we offer

• A chance to join a market-leading, enterprise-grade automation and AI provider with a strong growth trajectory
• An opportunity to play a key role in the fast-paced, high-performing UK healthcare team at the core of the company’s strategy
• The ability to drive meaningful transformation across the NHS through automation and AI
• An international work environment and collaborative culture
• Encouragement for learning and self-development

Candidate Criteria

• Experience in customer success, service management, account support, or a similar customer-facing role (ideally within an NHS environment)
• Good understanding of automation, business process development, or related technologies
• Strong commitment to customer satisfaction and a proven ability to establish trust and build long-term customer success
• Ability to identify customer needs and turn them into meaningful business outcomes together with internal teams
• Strong communication, stakeholder management, and problem-solving skills
• Ability to work effectively with multiple internal and external stakeholders

OTE Range: £60k – £90k per annum (depending on seniority and experience)

Join us in redefining healthcare through automation and AI. If you are passionate about customer value and building strong partnerships, we would love to hear from you.

Apply with your CV or LinkedIn profile by 31st of May. Please note that we will start interviews as soon as suitable candidates are identified and may close the job post earlier.

We do not use AI-based tools when assessing candidates. The first stage for this recruitment process will be a one-way video interview. This allows us to include and consider a broader range of candidates in a fair and flexible way.

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