Customer Success Manager (18 month FTC)
Hybrid
-
Full time
myrecovery (formerly msk.ai) is part of the HOPCo group. We are transforming orthopaedic care with our innovative healthcare platform, designed to meet the needs and unlock value for patients, providers and payers.
Our technology connects the global orthopaedic community and we work with patients, hospitals, surgeons, universities and leading medical device companies. Through shared learning, we can accelerate research and develop smart tools to advance patient outcomes.
For patients, our mission is to improve the lives of people living with joint pain by providing seamless access to digital tools and resources that support their treatment journey.
For providers and payers, we connect clinicians, healthcare providers, payers, universities, and medical device companies to drive innovation, accelerate research, and advance patient outcomes. Through data-driven insights and collaboration, we support more efficient, effective, and value-based musculoskeletal care.
We have a Research & Development team with deep experience of LLMs, Computer Vision and Machine Learning, generating patented technology being productised within the platform.
We are experiencing exponential growth in patient and clinician users globally; the NHS, state-wide US hospital networks and global medical device companies.
We’re looking for problem-solvers who are analytical, proactive, and delivery-focused. If you're a self-starter who thrives on collaboration and is passionate about improving patient care, we’d love to hear from you.
Our technology connects the global orthopaedic community and we work with patients, hospitals, surgeons, universities and leading medical device companies. Through shared learning, we can accelerate research and develop smart tools to advance patient outcomes.
For patients, our mission is to improve the lives of people living with joint pain by providing seamless access to digital tools and resources that support their treatment journey.
For providers and payers, we connect clinicians, healthcare providers, payers, universities, and medical device companies to drive innovation, accelerate research, and advance patient outcomes. Through data-driven insights and collaboration, we support more efficient, effective, and value-based musculoskeletal care.
We have a Research & Development team with deep experience of LLMs, Computer Vision and Machine Learning, generating patented technology being productised within the platform.
We are experiencing exponential growth in patient and clinician users globally; the NHS, state-wide US hospital networks and global medical device companies.
We’re looking for problem-solvers who are analytical, proactive, and delivery-focused. If you're a self-starter who thrives on collaboration and is passionate about improving patient care, we’d love to hear from you.
The Role
The role is an 18 month Fixed Term Contract.
As a Customer Success Manager, reporting to the VP Customer Success (UK) and working closely with our global Team.
You will be joining the UK-based Customer Success team, helping to deploy our technology to the NHS and private providers in the UK and overseas. Initially, this will be focused on our myrecovery patient platform, but is likely to extend to other products in the Hopper Healthcare suite during 2027.
The Responsibilities
- Follow our implementation methodology and work closely with the Head of Customer Success to continue to improve our processes as we scale.
- Manage relationships with a range of stakeholders, both clinical and operational, at our client sites.
- Fully understand our customer requirements, what success means to them and do everything we can to ensure our solutions deliver our clients value
- Liaise closely with a range of internal teams and stakeholders to ensure timely and accurate implementations are delivered
- Work closely with the product team, feeding back the ‘voice of the customer’ from both UK clinician and patient perspectives, as we build towards a major platform upgrade.
- Track product adoption and customer health against agreed KPIs
- Contribute to high levels of customer satisfaction, leading to a smooth renewals process
- Uncovering expansion and upsell opportunities to handover to the business development team
The Requirements - (skills/experience) are required:
- At least 5 years experience working in a relevant technology, consulting or customer success role.
- Experience in the UK Healthcare sector, either working with a relevant technology, consulting or as a practitioner.
- Excellent communication skills and ability to build strong relationships with a variety of different stakeholders
- Project management skills and experience running multiple deployments or projects simultaneously
- Comfortable working independently in a fast-paced environment and able to balance competing priorities across multiple clients at the same time
- Strong attention to detail
- Experience of deploying technology in a healthcare setting in primary or secondary care - experience of working with or within the NHS would be particularly beneficial
- Full UK clean driving license, access to a car and willingness to travel within the UK as required
- Experience of working as part of a larger global Customer Success team and ability to share past experiences as we grow our CS function
To apply, please send your CV and a cover letter including: salary requirements, notice period and location in the UK to helen.brown@hopco.com
Salary: Highly Competitive for the role.
We would prefer candidates to be commutable distance to our London office (Near Oxford Circus) and willing to travel to clients in the North of England. There is an expectation for you to be in the office at least once a week, normally on a Wednesday.
Our office is based in Central London. We are working in a hybrid set up and you will be required to work in the office at least weekly (usually Wednesday). You can work at the office on any additional days. We are unlikely to consider candidates who are more than 2 hours from London.
PLEASE NOTE THAT WE CAN ONLY CONSIDER APPLICANTS RESIDENT IN THE UK WITH A WORK VISA VALID FOR A MINIMUM OF 2 YEARS.
IF YOU ARE NOT RESIDENT IN THE UK OR DO NOT HAVE A VALID WORK UK VISA, YOUR APPLICATION WILL BE AUTOMATICALLY REJECTED.
PLEASE NOTE THAT WE CAN ONLY CONSIDER APPLICANTS RESIDENT IN THE UK WITH A WORK VISA VALID FOR A MINIMUM OF 2 YEARS.
IF YOU ARE NOT RESIDENT IN THE UK OR DO NOT HAVE A VALID WORK UK VISA, YOUR APPLICATION WILL BE AUTOMATICALLY REJECTED.