Customer Success Manager

myrecovery is part of the HOPCo group (previously msk.ai). We are transforming orthopaedic care with our innovative healthcare platform, designed to meet the needs and unlock value for patients, providers and payers.

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 life science 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.

Myrecovery became part of HOPCo in 2022 and since launching in 2016, we’ve grown rapidly across the UK, Europe, the US, and Australia, partnering with leading healthcare providers, life science companies and major hospital networks.

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

As a Customer Success Manager, you’ll be joining the UK-based Customer Success team helping deploy our technology to the NHS and private providers in the UK and overseas.

The 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.
• 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 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.

The Requirements

Required:

• At least 5 years experience working in a relevant technology, consulting or customer success role. Experience within healthcare is preferred but not essential…an interest in health tech is a must!
• 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 in a fast-paced environment and able to balance competing priorities across multiple clients at the same time.
• Strong attention to detail.

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 within the UK as required.
• Experience of working as part of a larger Customer Success team and ability to share past experiences as we grow our CS function.

This is a remote based role, and we particularly welcome candidates based in the Midlands or North of England. This role will involve regular travel to client sites as well as monthly visits to our London HQ.

Compensation and Benefits

• Competitive, depending on experience.
• Pension up to 5% matched earning on full salary.
• Company Private Health Insurance.
• Generous family friendly policies.
• Cycle to Work Scheme.
• Eye Test and contribution towards glasses (Specsavers Corporate Scheme).
• Work from home set up allowance.
• Flexible, hybrid, remote working possibilities (talk to us about your preference!).
• Private, dog friendly office in vibrant co-working space at Runway East Aldgate East.
• Company Socials.

Please apply by emailing your cover letter and CV to careers@msk.ai

YOU MUST HAVE THE RIGHT TO WORK IN THE UK ON A PERMANENT BASIS, IF YOU DO NOT, YOU WILL NOT BE CONSIDERED FOR THE ROLE.

Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Hospitals and Health Care