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Salary: GBP 70,000 - 90,000 / annual
AccuRx is a digital healthcare platform solving productivity challenges for the NHS. Used by 98% of GP practices, the platform includes Total Triage (patient demand management), Self-Book (appointment scheduling), Patient Questionnaires (routine care automation), Accumail (cross-care staff communication), and Accurx Scribe (AI-powered medical note-taking). The company works with 41 of 42 NHS ICBs and is expanding into secondary care.
The Customer Success Lead role is newly created as part of a regional restructuring. You will lead a team of three Customer Success Managers covering the North region, managing both primary and secondary care accounts. Your responsibilities include:
- Leading and coaching a team of CSMs across different regions and customer journey stages, helping them grow and succeed.
- Bridging primary and secondary care by understanding the distinct dynamics of each (primary care focuses on deepening established trust; secondary care involves new services, longer implementations, and evolving requirements) and identifying cross-learning opportunities.
- Translating ground-level insights into regional strategy by identifying trends, gaps, and duplicated effort across accounts, then converting these into projects and growth opportunities for products like Accurx Scribe and Total Triage.
- Owning the commercial picture for your region, monitoring churn, risk, renewals, and upsell across team accounts, and representing the region in weekly business reviews with the executive team.
- Building best practices alongside the London and South regional leads, shaping how the new regional model operates and scales.
- Acting as a cross-functional liaison with implementation, transformation, support, and business development teams, ensuring customer insights drive product direction.
You'll work in a fast-growing, mission-driven organization focused on healthcare productivity. The role offers the opportunity to shape a new regional structure from the ground up and influence how Accurx scales across England's complex healthcare system.
REQUIREMENTS:
- Several years of people management experience in customer success or account management, with a demonstrated ability to help team members grow.
- Startup-to-scale-up experience: comfort wearing multiple hats, taking customers from awareness to advocacy.
- Preference for deep, strategic relationships over high-volume transactional work; understanding that trust drives retention.
- Ability to zoom out and spot patterns across accounts without micromanaging; knowing when and where to engage.
- Comfort with ambiguity and iterative problem-solving; willingness to create processes rather than wait for them.
- Strong collaboration and communication skills; ability to listen and work effectively across teams.
- Curiosity about the NHS and healthcare systems; empathy for NHS pressures and patience for building trust in complex environments. Healthcare experience is welcome but not required.
