Customer Success Manager, UK
- Sword Health
- Remote United Kingdom
Job Description
Role
Sword Health is seeking a growth-oriented CSM with an essential NHS background. You will manage the end-to-end client lifecycle, focusing on navigating complex NHS procurement, governance, and stakeholder landscapes to drive retention and account expansion.
What You Bring
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NHS Expertise: Deep knowledge of NHS operations and stakeholder management is essential.
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Experience: 2+ years in Customer Success, Account Management, or Implementation (bonus points for hitting growth targets).
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Data Fluency: You’re a pro at using Excel/Google Sheets to tell a compelling story through metrics.
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Startup Grit: You’re adaptable, highly organized, and bring a "no-ego" approach to a fast-paced environment.
AI fluency is a core expectation at Sword Health. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work.
Explorer (Level 1) — Uses AI daily to boost personal productivity
Builder (Level 2) — Creates workflows and tools that elevate the whole team
Integrator (Level 3) — Embeds AI into products and processes at scale
Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role.
What you’ll be doing
Lifecycle Management: Lead implementation and post-sale experiences for a diverse portfolio, prioritizing NHS accounts.
Strategic Growth: Develop account plans to maximize lifetime value, identify expansion opportunities, and exceed clinical/economic targets.
Project Oversight: Navigate NHS-specific compliance and procurement frameworks to ensure seamless project delivery.
Data-Driven Insights: Use quantitative reporting and business reviews to demonstrate ROI and "storytell" product value.
Relationship Building: Act as a trusted advisor to partners, managing both proactive strategy and reactive queries.
What you need to have
Mandatory: Direct experience working in or with the NHS (operational, procurement, or partnership roles).
Experience: 2+ years in Customer Success, Implementation, or Account Management (startup experience preferred).
Analytical Skills: Proficient in data tools (Excel/Google Sheets) to track growth metrics and account health.
Communication: Exceptional presentation and "constructive push-back" skills to align client expectations.
Mindset: Highly organized, collaborative, "no-ego" approach, and a bias toward action in fast-paced environments.
