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 deliver data-driven insights and performance reports during customer review meetings. • Support Customer Success Directors in fostering long-term relationships and driving best practices for system utilisation across the customer base. • Act as the internal voice of the customer, advocating for their needs with Product, Technology, Revenue, and wider Client Operations teams. • Attend customer site meetings periodically to complete activities such as system configuration audits.

• Bring proven experience nurturing customer relationships in a similar Customer Success or account management role. • Bring experience or knowledge of workforce applications, particularly around job planning. • Bring experience or knowledge of the NHS, healthcare, or HealthTech industry. • Bring strong analytical and problem-solving skills with the ability to use data to present insights and drive best practice. • Bring excellent interpersonal and communication skills, with the ability to build trust and rapport with both internal and external stakeholders.

• Bring experience or knowledge of AI tools and how they can enhance customer success workflows. • Bring experience in technical customer support. • Bring experience working in a tech start-up or scale-up environment.

• Monitor customer usage metrics, identify trends, and provide actionable insights to improve product engagement and satisfaction. • Present performance reports and success metrics during customer review meetings, highlighting wins and areas for improvement. • Receive and triage inbound Customer Success queries, routing configuration requests and continual improvement suggestions to the appropriate internal teams. • Escalate risks to customer satisfaction or contract renewal to the relevant Customer Success Director in a timely manner. • Develop and document processes to build and maintain a knowledge base, and educate internal stakeholders on system understanding and best practice utilisation.

• Earn £40,000–£50,000 per year. • Work in a hybrid and flexible environment with access to a dog-friendly London hub and co-working spaces across the UK. • Access a personal learning and development budget. • Benefit from a Cycle Scheme, Tech Loan Scheme, and flexible income options via Stream. • Access the Employee Assistance Programme through Health Assured for personal support.

Patchwork Health has been on a mission since 2016 to make truly flexible and sustainable working a reality for all healthcare staff. Co-created with the NHS and adopted by over 100 healthcare sites, their fully integrated workforce management platform covers temporary staff banks, collaborative banks, rostering, agency management, and workforce analytics. Recognised as HSJ's 2022 Staffing Solution of the Year and winner of the HSJ Partnership Award and Spectator's Economic Innovator of the Year Award.