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Customer Success Manager

RemoteLondon, England, United KingdomLegal, Reg & Compliance

Job description

About Surgery Hero

Surgery Hero is a digital clinic that helps people prepare for and recover from surgery at home. Our mission is to help 100 million people have a successful operation.

The Surgery Hero team combines clinical science with consumer tech, backed by regulatory and research expertise having helped build companies such as Huma, Spotify, and the NHS. Come join us and do some of the most important work of your career.

About the role

We are looking for a customer success manager who can help us scale our business, providing exceptional service for clients and partners and helping Surgery Hero to grow in both its healthcare provider and employer business verticals.

In this role you will be responsible for onboarding new clients and ensuring the retention and growth of our existing customer base. Your primary goals will be to increase product adoption and ensure our customers are getting as much value as possible from Surgery Hero. When our customers achieve their goals, retention and growth follows. This customer-centric mindset extends past the Customer Success team and is a core value and ethos across the business.

Job requirements


  • Improving and creating new Customer Success team processes including customer onboarding, customer training, product adoption, and more

  • Surveying users and making recommendations to ensure users get more impact from our solutions

  • Maintain a balanced proactive/reactive relationship with your assigned accounts

  • Managing real time queries and compiling progress reports 


  • Experience in a customer success team at a technology company, preferably in healthcare or life sciences

  • Exceptional customer service skills and the ability to coach this in new staff 

  • A growth mindset that has been demonstrated by the ability to grow strategic accounts and contribute to financial objectives

  • A quantitative approach: an understanding of the key metrics Surgery Hero should monitor and how to effect improvement in them


Hybrid role -  primarily based in the Surgery Hero London offices and WFH