Customer Success Lead – NHS SaaS

Location: Hybrid / office-based (UK) – minimum 3 days per week in London
Department: Customer Operations
Reports to: Head of Customer Operations
Employment type: Full-time

About HealthRota

HealthRota is a leading healthcare SaaS provider, supporting NHS organisations to
optimise workforce management, improve rota planning and enhance sta* wellbeing.
Our technology plays a vital role in helping healthcare teams deliver safe, e*icient care,
and we’re proud to work in partnership with NHS customers across the UK.

As we continue to grow, we’re looking for an experienced Customer Success Lead to
take ownership of our customer success programme and build long-lasting, value-
driven relationships with our NHS customers.

The role

The Customer Success Lead is responsible for managing and growing relationships with
existing SaaS customers, ensuring strong adoption, high retention and expansion within
accounts. You’ll act as a trusted partner, championing best-practice use of the platform
while driving commercial outcomes and delivering an excellent end-to-end customer
experience.

This is a senior, hands-on role-ideal for someone who enjoys combining strategic
account planning with day-to-day customer engagement in a fast-paced healthcare
SaaS environment.

Key responsibilities

• Customer success and account ownership
• Own and deliver the customer success programme, managing a portfolio of NHS
  customer accounts
• Act as the primary point of contact for all customer relationship matters
• Build strong, long-term partnerships with key stakeholders across customer
  organisations
• Monitor account health, product usage and risk, proactively addressing issues

Adoption, retention and growth

• Drive customer adoption and ongoing engagement with the HealthRota platform
• Ensure customers understand and adopt best-practice standards across the
  platform and its modules
• Manage renewals, retention outcomes and churn risk
• Identify upsell and cross-sell opportunities, collaborating with the Sales team to
  drive account growth
• Understand customer training needs and surface opportunities for further
  enablement

Collaboration and insight

• Collaborate with Product, Support, Sales and Development to resolve issues and
  improve customer outcomes
• Develop and implement strategic account plans aligned to customer and
  business goals
• Identify and support customer case studies and success stories
• Maintain accurate records, forecasts and reporting within the CRM (Hubspot)
• Regularly report progress, risks and opportunities to the management team

Success measures

• You’ll be successful in this role if you can demonstrate:
• Strong customer retention and low churn
• High net revenue retention
• Consistent expansion revenue within accounts
• Excellent customer satisfaction scores

Measurable product adoption and engagement

• Experience in SaaS customer success or account management
• Excellent communication and stakeholder management skills
• Proven ability to build long-lasting customer relationships
• Experience using CRM systems to manage accounts and forecasts
• Confidence managing multiple priorities in a busy environment
• Strong teamwork and cross-functional collaboration skills
  High level of ownership and accountability

Skills and experience

• Experience in SaaS customer success or account management
• Excellent communication and stakeholder management skills
• Proven ability to build long-lasting customer relationships
• Experience using CRM systems to manage accounts and forecasts
• Confidence managing multiple priorities in a busy environment
• Strong teamwork and cross-functional collaboration skills
• High level of ownership and accountability

Working arrangements

• Full-time role
• Hybrid working (for example, up to 3 days per week in the office)
• Some travel may be required to customer sites, as needed

Why join us?

Make a real impact on the NHS – Your work will directly support NHS
organisations to improve workforce planning, staff wellbeing and patient care

Purpose-led SaaS at scale – Be part of a growing health technology business
where your contribution genuinely matters and is visible across the organisation

Own and shape customer success – This is a senior role with real ownership,
giving you the opportunity to influence our customer success strategy and how
we partner with customers

Collaborative, supportive culture – Work closely with engaged, knowledgeable
colleagues across Product, Sales and Operations who are aligned around
delivering value to customers

Flexibility that works for you – We support remote and hybrid working,
recognising the importance of balance and autonomy

Room to grow – As HealthRota continues to scale, you’ll have opportunities to
develop your career, expand your remit and grow with the business