Customer Success & Implementations Manager
- Cape Town, Western Cape
- Permanent
- Full-time
Our client is an innovative health tech company delivering cutting-edge solutions to transform patient care in the UK. Their flagship platform is used by hundreds of GP surgeries to improve efficiency, enhance patient outcomes, and drive measurable results.
With a mission-driven approach and a focus on tangible impact, they are scaling rapidly across the healthcare sector. The team thrives on collaboration, agility, and a deep commitment to empowering healthcare providers with the tools they need to succeed.The Role: Customer Success & Implementations Manager
You will lead the successful rollout of our client platform across hundreds of GP surgeries in the UK, ensuring each customer achieves maximum value from the product. This is a high-responsibility role requiring you to oversee new contract implementations while managing long-term customer relationships and outcomes. Working closely with internal teams, you will drive adoption, measure impact, and own the full customer lifecycle from onboarding to renewal.Key ResponsibilitiesProject manage platform implementations, coordinating internal resources to meet rollout deadlinesRun discovery calls to understand customer goals and tailor launch strategiesBuild scalable onboarding playbooks to accelerate time to go-liveManage a portfolio of 500+ GP surgeries, maintaining strong, ongoing relationshipsLead strategic account reviews and monitor customer health metricsDrive adoption and usage of the platform to deliver measurable customer valueHandle renewal and upsell conversations across your account baseTroubleshoot technical issues and support customers through configurationCreate help documentation, video tutorials, and support materialsAnalyse account data to identify trends, risks, and growth opportunitiesSupport customers with data protection processes and serve as the internal data compliance expertProvide customer feedback and insights to inform product developmentAbout YouDegree-educated with excellent written and verbal communication skills4+ years in SaaS implementations or customer success, managing complex rolloutsProven experience handling large account volumes in a fast-paced environmentStrong analytical skills, with SQL knowledge preferredTechnically confident and quick to learn new systemsCommercially aware, with experience managing renewals and upsellsAdaptable, proactive, and comfortable in a high-output start-up setting
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