Customer Success Lead

💬 ACCURX IS SOLVING HEALTHCARE PRODUCTIVITY FOR THE NHS. For decades, the NHS has struggled with fragmented systems that make simple tasks feel impossible. At Accurx, we’re changing that by building a single, system-wide platform that helps every patient get gold-standard, efficient, and joined-up care. What started as a way for GPs to text a patient has now evolved into an all-in-one digital toolkit used by 98% of GP practices. Our platform now powers Total Triage https://www.accurx.com/primary-care to manage patient demand, and Self-Book, https://www.accurx.com/booking which lets patients schedule their own appointments in seconds. We’ve automated routine care with Patient Questionnaires https://www.accurx.com/questionnaires for long-term conditions, while Accumail https://www.accurx.com/accumail finally allows staff-to-staff communication to happen instantly across different care settings. We’re now pushing the boundaries of the consultation itself with Accurx Scribe https://www.accurx.com/scribe, our AI-powered note-taker that drafts medical notes in real-time. We’re not just shipping features. We’re giving clinicians their time back and ensuring every patient journey is as smooth as it should be. THAT SOUNDS COOL - WHAT DOES A CUSTOMER SUCCESS LEAD HAVE TO DO WITH IT? Accurx works with 41 of the 42 NHS ICBs and is growing fast in secondary care. To keep up with how the NHS is organising itself, our Account Management team has just moved to a regional model, with leads for London, the South and the North. The goal is simple: join up what we’re learning across primary care, secondary care, acute, community and mental health, and make sure the best opportunities get surfaced across the whole of England, not just in one set of ICBs. We’re hiring a Customer Success Lead for the North. You’ll lead a team of Customer Success Managers across primary and secondary care and be the strategic, zoomed-out view of the region. Your team is close to the accounts. Your job is to spot the patterns across them, turn what they’re hearing into strategy, and help Accurx show up at a regional level. THE CHALLENGES YOU’LL SOLVE AS A CUSTOMER SUCCESS LEAD - Lead and grow a team of CSMs. You’ll start with three CSMs, each with their own region, customers and stage of the customer journey. You’ll coach them, unblock them and help them do the best work of their careers. - Bring two very different care settings together. Primary care is about deepening trust we’ve built over years. Secondary care is about firsts: new services, longer implementations and goalposts that move. You’ll work out what connects them, what doesn’t, and where learnings from one can speed up the other. - Turn insight into strategy. Your team will feed you what’s happening on the ground. You’ll spot trends, gaps and duplicated effort across the region and turn them into projects, goals and growth opportunities in products like Accurx Scribe and Total Triage. - Own the commercial picture for your region. You’ll keep a close eye on churn, risk, renewals and upsell across your team’s accounts, and represent the region at our weekly business reviews with the exec team. - Build the playbook with your fellow leads. The regional model is brand new. Alongside the leads for London and the South, you’ll shape how we work, what best practice looks like and how we scale it. - Be the link across the business. You’ll work closely with implementation, transformation, support and business development, making sure the voice of our customers shapes where Accurx goes next. YOU SHOULD APPLY IF... - You’ve led customer-facing teams. You have a few years of people management in customer success or account management, and you love helping others grow. - You’ve built things from the ground up. You’ve been on a startup to scale-up journey, worn a lot of hats, and taken customers from never having heard of you to being your biggest advocates. - You care about depth, not volume. You’ve looked after long-standing, strategic relationships rather than a high-volume queue, and you know that trust is what makes customers stick. - You can zoom out. You don’t need to be in the weeds of every account. You’re great at spotting patterns, asking the right questions and knowing where your team needs you most. - You’re comfortable with ambiguity. You’re happy to try something, get it wrong, learn and go again. Process is something you create, not something you wait for. - You’re a big collaborator. You’re an incredible communicator and listener, and you know the best outcomes come from working across teams. - You’re curious about the NHS. Healthcare experience is welcome but not essential. What matters is empathy for the pressure the NHS is under and the patience to build trust in a complex system. WHAT’S IN IT FOR YOU? You’ll join a high-performing team on a mission to solve healthcare productivity, building a platform used by around 300k NHS staff every week, supporting the care of over 50 million NHS patients every year. We set a high bar, move fast, and give people the ownership and support to do the best work of their careers - £70,000 - £90,000 salary, plus a discretionary recognition bonus for exceptional performance and impact, nominated by managers and awarded by our leadership team - Equity: £30,000 in equal share options, so you share in the value you help create - Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life - Built for collaboration: We are an office-first culture and ask that you’re in our (dog-friendly) Shoreditch office for a minimum of 3 days a week - Close to our users: Regular hackathons, plus dedicated time to visit GP practices and other healthcare settings to see first-hand how our products are used - Time off: You’ll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year - Support at home: We offer enhanced parental leave, fertility support and parental loss support - We have our very own chefs: Free healthy breakfasts, snacks and lunches, plus a weekly sweet treat