Customer Success Manager at AccuRx in London (Shoreditch)

Job description

• That sounds cool — what does a Customer Success Manager have to do with it?
• Accurx works with 41 of the 42 NHS ICBs in primary care and is growing fast in secondary care. The relationships that make that possible — the trust, the renewals, the accounts that stay with us even when competitors come knocking on price — are owned by our Customer Success team.
• We’re hiring three CSMs to grow the team across both primary and secondary care. You’ll own a portfolio of enterprise NHS accounts end-to-end, from implementation through to renewal. In primary care, it’s about protecting and deepening relationships that are already strong. In secondary care, it’s about building them from scratch in a market where Accurx Scribe is winning big and growing fast. Either way, it’s about being the person NHS organisations trust — the one who knows their priorities, anticipates problems before they arise, and makes Accurx genuinely indispensable.

Responsibilities

• Own your NHS accounts end-to-end. You’ll manage a portfolio of 5–11 ICB or Trust enterprise accounts — building relationships, driving adoption, leading renewals, and keeping Accurx sticky even when the NHS is in flux. You’re the person your customers call first.
• Build trust where Accurx is new. In secondary care, we’re expanding quickly into a more complex environment. You’ll help NHS Trusts get real outcomes from Accurx Scribe — building processes that don’t yet exist and earning the kind of trust we’ve spent years building in primary care.
• Be a connector, not just an account manager. You’ll work across marketing, implementation, transformation, commercial ops, and finance. The best CSMs here don’t just manage accounts — they bring the voice of the customer back into the business and make things better for the whole team.
• Build the playbook as you go. The team is scaling and many of our processes are still being written. You’ll contribute to and shape how account management works at Accurx. What works gets codified; what doesn’t gets challenged.
• Navigate the NHS with patience and precision. NHS organisations are under enormous pressure — restructuring, funding uncertainty, stakeholder churn. You’ll hold relationships through difficult periods and keep Accurx front of mind even when it’s not their immediate priority.

Requirements

• You own relationships, not just accounts. You’ve worked in customer success, account management, or a relationship-heavy role and you know the difference between being a yes-person and being a trusted advisor. Accurx has no commission plan — success here is measured by trust, retention, and real outcomes.
• You push back constructively. You don’t jump when a customer says jump. You ask why — more than once — and you find a better solution. You’re empathetic but not a pushover.
• You’re comfortable building from scratch. Processes aren’t fully defined here. You’d rather create structure than wait for someone else to do it, and you’re okay if the first version isn’t perfect.
• You’re curious about the NHS. Whether you’ve worked in or around it or you’re coming in fresh — you’re genuinely interested in how it works and patient enough to navigate its complexity.
• You’re AI-native. You use AI tools to work smarter — automating the routine so you can spend more time on the things that actually need you.
• You’re a natural connector. You’re as comfortable in a room with a clinical lead as you are with a Trust’s Head of Digital Transformation or a commercial director. You adapt your style and bring people with you.

Skills

Required

• Customer success
• Account management
• Relationship management
• Trusted advisor
• Constructive pushback
• Building from scratch
• Curiosity about the NHS
• AI-native (using AI tools)
• Natural connector
• Adaptability

Benefits

• You’ll be joining an established but fast-growing Tech for Good movement, where we’re led by our Principles and our mission to Solve Healthcare Productivity.
• £50,000 – £70,000 salary + share options up to £15,000
• Benefits to suit you: adjust your healthcare cover, your pension or life insurance, whatever stage you’re at in life
• Flexible Working: We are an office-first culture and ask that you’re in our (dog-friendly) Shoreditch office 3 days a week, with core hours of 10am–4pm
• Time off: You’ll get 28 days of holiday (plus bank holidays) and up to 4 weeks to work from anywhere per year
• Family matters: We offer enhanced parental leave, fertility support and parental loss support
• We have our very own Chef! Free healthy breakfasts, snacks and lunches will be provided, with the occasional sweet treat!
• Want to know more about the company or the hiring process? Check out our Careers page and Candidate hub.
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