Customer Success Manager

• Own customer relationships across Patchwork's product suite, with a primary focus on job planning — ensuring customers achieve success and derive maximum value from the platform. • Monitor customer usage metrics, identify trends, and provide data-driven insights to improve product engagement and satisfaction. • Present performance reports and success metrics during customer review meetings, highlighting successes and areas for improvement. • Support Customer Success Directors with product knowledge and customer data to improve the impact of all client meetings. • Advocate for customers internally by consistently representing their needs and perspectives across the organisation. • Escalate risks to customer satisfaction or contract renewal to the relevant Customer Success Director in a timely manner.

• Have proven experience nurturing customer relationships in a similar Customer Success or account management role. • Have experience or knowledge of workforce applications, particularly around job planning. • Have experience or knowledge of the NHS, healthcare, or healthtech industry. • Have strong interpersonal and communication skills to build trust and rapport with internal and external stakeholders. • Have strong analytical and problem-solving capabilities to address challenges effectively. • Be proficient in using data to present insights and drive best practice. • Have experience using CRM tools such as HubSpot. • Be tech savvy and adaptable to new technologies and systems. • Have experience in a dynamic, fast-paced, autonomous environment such as a start-up or scale-up.

• Have experience or knowledge of AI tools. • Have experience in technical customer support. • Have experience working in a tech start-up or scale-up environment.

• Monitor and analyse customer usage metrics and present data-driven insights at review meetings. • Attend customer site meetings for system configuration audits and relationship management. • Maintain and update CRM records with meeting notes and actions. • Support Customer Success Directors on product knowledge and customer feedback analysis. • Develop and maintain relationships with key external stakeholders. • Collaborate cross-functionally with Revenue, Product, and Technology teams on customer needs and feedback. • Document processes and ways of working to build and improve the team's internal knowledge base. • Support and mentor Customer Success Executives within the team. • Escalate risks to customer satisfaction or renewal to senior leadership promptly.

• Earn £40,000–£50,000. • Work in a hybrid and flexible environment with access to co-working spaces across the UK. • Access a cycle scheme and tech loan scheme. • Receive an Employee Assistance Programme through Health Assured. • Access a personal learning and development budget. • Access flexible income options via Stream. • Work from a vibrant, dog-friendly London hub with unlimited refreshments.

Patchwork Health has been on a mission since 2016 to make truly flexible and sustainable working a reality for all healthcare staff. Built by healthcare veterans and co-created with the NHS, their fully integrated workforce management solution is now used by over 100 healthcare sites. Recognised as HSJ's 2022 Staffing Solution of the Year and winner of the HSJ Partnership Award, Patchwork is transforming temporary and permanent staffing across the NHS.