Enterprise Customer Success Manager
Role Overview
Lead complex NHS system accounts and the full contract lifecycle, from pilot design through implementation, adoption, expansion and renewal.
Run large-scale Heim software deployments in NHS and social-care settings; early deployments will affect more than 800 nurses and close to a million patient contacts a year.
Accountable for realizing contracted value quickly, growing contracts and products, and producing credible evidence of impact.
Key Skills for This Role
Full Job Posting
About Heim
Heim develops technology for decentralised healthcare, informed by frontline nursing and community-care operations across the UK.
The role
Lead complex NHS system accounts and the full contract lifecycle, from pilot design through implementation, adoption, expansion and renewal.
Run large-scale Heim software deployments in NHS and social-care settings; early deployments will affect more than 800 nurses and close to a million patient contacts a year.
Accountable for realizing contracted value quickly, growing contracts and products, and producing credible evidence of impact.
Deployment and partner management
- Own mobilisation, governance kick-off, discovery, go-live and embedded business-as-usual use.
- Plan phased multi-team rollouts, track go-live and adoption by cohort, and address slippage.
- Coordinate DPIA support, data-flow sign-off and information-governance steps with the Clinical Safety Officer and Trust governance leads.
- Identify and mitigate operational, clinical, technical and political risks.
- Build relationships from frontline staff and super-users to senior leaders; run weekly check-ins and monthly leadership reviews.
- Coach teams through new ways of working, monitor usage and intervene when engagement dips.
Growth and product collaboration
- Identify and execute account expansion across sites, services and community teams, working with the commercial team on growth, retention and net revenue retention.
- Support internal champions in making the case for wider rollout and translating impact for budget holders.
- Scope NHS deployments, shape pilots and design evaluation frameworks with the commercial team before signature.
- Provide structured feedback to Product and Engineering and identify opportunities for product development.
- Manage partner expectations about capabilities still in development or awaiting regulatory approval, including MDR.
Evidence and function building
- Agree impact baselines and generate deployment evidence on time returned to clinical care, reduced administration, drive time and mileage.
- Turn evidence into commissioning cases, renewal narratives and return-on-investment stories for clinical, operational, IT and finance audiences.
- Create repeatable deployment playbooks, governance packs, onboarding materials and health frameworks.
- Use AI for reporting, insight, training materials and adoption tracking, and demonstrate its use to the team.
Requirements
- Serve as the senior accountable lead for complex NHS system accounts.
- Manage NHS software deployments across the contract lifecycle, from pilot and implementation through adoption, expansion and renewal.
- Build trusted relationships across frontline teams, NHS leadership and project sponsors.
- Work with partners and internal clinical and data colleagues to measure deployment impact and produce evidence suitable for commissioners and clinical leaders.
- Use AI in deployment work, including reporting, insight, training materials or adoption tracking.
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