Customer Success Manager
Remote
-
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.
Role
We are seeking a Customer Success Manager, you’ll be joining the UK-remote based Customer Success team helping deploy our technology to the NHS and private providers in the UK and overseas.
Responsibilities
- Lead the implementation of the myrecovery platform to NHS Trusts and private providers. From understanding the initial requirements to training, launch and transition to BAU. You’ll play a pivotal role in the adoption of the product, ensuring long-term success of our clients.
- 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 clinician and patient perspectives.
- Track product adoption and customer health against agreed KPIs
- Contribute to high levels of customer satisfaction, leading to a smooth renewals process
- Uncover expansion and upsell opportunities to handover to the business development team
- Follow our implementation methodology and work closely with the VP 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.
Whilst this role will initially focus on the implementation of the myrecovery platform, the role will likely expand to include deployment of other HOPCo digital solutions in the future.
Requirements
The following requirements - (skills/experience) are required:
- At least 5 years experience working in a relevant technology, digital transformation, consulting or customer success role.
- Experience and solid understanding of the health tech landscape or the NHS.
- Excellent communication skills and ability to build strong relationships with a variety of different stakeholders
- Project management skills and experience running multiple implementations or projects simultaneously
- Comfortable working in a fast-paced environment and able to balance competing priorities across multiple clients at the same time
- Strong attention to detail
The following Requirements - (skills/experience) are desired:
- 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 regularly within the UK
- Experience of working as part of a larger Customer Success team and ability to share past experiences as we continue to grow our CS function
This role will be based REMOTELY.
We particularly welcome candidates based in the Midlands. This role will involve regular travel to client sites across the UK as well as monthly visits to our London HQ.
- At least 5 years experience working in a relevant technology, digital transformation, consulting or customer success role.
- Experience and solid understanding of the health tech landscape or the NHS.
- Excellent communication skills and ability to build strong relationships with a variety of different stakeholders
- Project management skills and experience running multiple implementations or projects simultaneously
Salary: Very competitive, depending on requirements for the role.
To apply
Please send your full CV and covering email to careers@myrecovery.com with subject Customer Success Manager.
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.