Role: Customer Success Executive
Type: Permanent
Salary: Up to £40,000 plus bonus & benefits
Location: Hybrid - remote with travel to customer sites 1-2x per month

iO Associates are searching for a Customer Success Executive to join a growing healthtech business supporting NHS and wider healthcare customers to develop, optimise and embed digital clinical pathways. This is a customer-facing, relationship-led role where you'll act as a trusted point of contact across multiple stakeholders, helping customers adopt the platform successfully from onboarding through to implementation and ongoing optimisation.

You'll sit between customers and internal teams (Customer Success, Product and Support), making sure projects run smoothly, issues are resolved, and customers are seeing clear value.

This is a great fit for someone who enjoys building long-term relationships, is confident delivering training remotely, and wants a role that can grow into more strategic ownership over time. This is not a sales-focused position, but as the business scales there may be opportunity to support account growth through upsell/cross-sell activity.

Responsibilities:

• Managing relationships with primary and secondary stakeholders across customer accounts
• Acting as the main point of contact for customer questions, support requests and escalations
• Driving adoption and ongoing engagement across different customer settings
• Supporting customer onboarding, training and day-to-day usage of the platform (predominantly remote)
• Writing and delivering training materials and sessions to a range of stakeholders
• Coordinating customer projects, action plans and reviews to ensure successful delivery end-to-end
• Tracking and maintaining customer KPIs and engagement metrics
• Working closely with the support team to troubleshoot issues and resolve them effectively
• Partnering with product and customers to map new pathways and maintain existing workflows
• Contributing to process improvements that enhance the customer experience
• Travelling to customer sites periodically to meet clinicians and key stakeholders in person

Skills:

• Experience in Customer Success, Account Management, Account Executive, Customer Support or another customer-facing role
• Strong stakeholder management and relationship-building skills
• Confident verbal and written communication, including presenting and delivering training
• Strong organisation and time management with the ability to manage multiple priorities
• Comfortable working remotely and building credibility over video calls
• Able to manage issues/escalations calmly and drive resolution
• Project coordination experience and a practical, delivery-focused mindset
• Experience in healthtech/medtech, implementation or change management is beneficial
• Familiarity with onboarding frameworks, support ticketing tools, Confluence and/or project management platforms is beneficial (MS Project a plus)
• Exposure to healthcare systems/workflows or working with hospitals/GP practices is beneficial

This is a strong opportunity to join a business making a real impact in healthcare, with a clear progression path into more strategic customer success and account ownership as the team grows.

Please note: applicants must have an existing right to work in the UK.