Customer Success Manager UK

At Luscii, we create space for care by building digital health applications that help people manage their health in the right place. Across the NHS, our technology supports Trusts, ICBs and GP practices to deliver more care outside hospital walls. As a Customer Success Manager, you help make sure our customers turn that potential into lasting adoption, measurable impact and better outcomes.

Once a Luscii programme goes live, the real work begins. As Customer Success Manager (or Impact Specialist, as the role is called within Luscii), you become the trusted day-to-day partner for a portfolio of NHS customers. You understand what they want to achieve, help them get the most from Luscii and make sure progress is visible and measurable. You will work with stakeholders ranging from clinical and operational teams to senior Trust and ICB leadership. Your role is to connect their ambitions with the right actions, using customer relationships, data and insight to keep programmes moving forward.

As our footprint across the NHS continues to grow, so does the importance of learning from the customers already using Luscii. You bring valuable insight from the field back into Luscii, helping us understand what customers need, where our products can improve and where new opportunities may exist. By connecting customer experience, data and internal teams, you help us scale successful programmes while keeping the customer at the centre of what we do.

Your role

You will own the ongoing relationship with a portfolio of live NHS accounts and help customers turn their ambitions into measurable results. You will balance relationship management, adoption, data and commercial awareness while working closely with colleagues across Luscii.

What you will be doing, among others:

• Own the ongoing relationship with a portfolio of live NHS accounts and act as their trusted day-to-day Luscii contact;

• Understand each customer's desired outcomes and drive meaningful adoption by engaging the right clinical and operational stakeholders;

• Gather, interpret and share usage and impact data to demonstrate value and agree clear next steps;

• Run structured experience reviews with customers and capture outcomes, customer feedback and evidence of impact to support ongoing customer relationships, renewals and growth;

• Identify credible growth, new-business and interoperability opportunities and flag these to the appropriate Account Partner;

• Work closely with Implementation Specialists during onboarding and take ownership once a programme goes live;

• Bring customer insights and product feedback back into Luscii while keeping account information clear and up to date.

Why Luscii?

Read more about working at Luscii and how we work at Luscii. Together, we are working on a mission to create space for care. Freedom, autonomy and ownership are of great importance in this. You are responsible for your own results and work according to the principles of Holacracy.

Most important benefits

• Salary: £5.200 - £5.900 gross per month (based on 32 hours – that’s full-time at Luscii).

• Remote-first: Work from anywhere in the UK. We stay connected through monthly in-person team days called Assemblii, both in NL and the UK.

• Flexible setup: Create your own ideal workspace. Whatever works best for you - we’ve got you covered here.

The ideal candidate…

… probably doesn't exist, but if you can tick most of the checkboxes below, please apply! We are looking for somebody who is comfortable in taking ownership and making well-considered decisions independently. You enjoy the autonomy to shape your work and responsibilities, while actively seeking collaboration and alignment with others.

You know when to step up, when to involve colleagues and when to move forward decisively. Working independently does not mean working in isolation for you. You feel at ease being both a self-starter and a committed team player, contributing to shared goals while taking responsibility for your own domain. You value open communication, transparency, and mutual trust.

• You have at least 3 years of relevant experience in customer success, account management or a comparable relationship-led role;

• You are confident building relationships with stakeholders across clinical, operational and senior NHS or ICB levels;

• You can turn customer, usage and impact data into a clear story and practical next steps;

• You are highly organised and comfortable managing multiple customer relationships and priorities;

• You have strong written and verbal communication skills and know how to build trust with customers;

• You have experience in the NHS, healthtech, or another regulated environment, and a strong interest in healthcare and technology;

• You are open to working in a Holacratic organization and curious about our way of organizing work, roles, and responsibilities;

• English is our primary language for all internal communication at Luscii, so you're fluent in that language.

Interested? Apply now!

Would you like more information? Feel free to contact our recruiter Björn Bogerd via bjorn@luscii.com

What does the recruitment process look like?

We organise three interviews for each vacancy. It is an extensive process, but we want to ensure that there is a good fit in regards to a potential collaboration, our culture and our way of working. All interviews are conducted online and the entire procedure is planned in advance to keep momentum.