Enterprise Customer Success Manager

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    "location": {
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      "state": "Greater London",
      "postalCode": "EC3M 1DT",
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    "datePosted": "2026-06-17",
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    "description": "<p><span style=\"font-weight: bold\"><span><span>Are you ready to drive real change in healthcare?</span></span></span><span> </span></p>\n<p><span><span> </span></span><span> </span></p>\n<p><span><span>At </span><span>Semble</span><span>, </span><span>we're</span><span> transforming private healthcare with our </span><span>SaaS</span><span> clinical system. Already trusted by thousands of clinicians and used in the care of </span><span>millions of patients,</span><span> </span><span>we’re</span><span> the UK market leader in private primary care and the fastest-growing practice management software provider. Backed by leading investors</span><span>, </span><span>including </span></span><span style=\"font-weight: bold\"><span><span>Mercia Ventures, Octopus Ventures, and </span><span>Smedvig</span><span> Ventures</span><span>, </span></span></span><span><span>w</span><span>e’re</span><span> scaling rapidly, and we need an exceptional </span></span><span style=\"font-weight: bold\"><span><span>Enterprise</span></span></span><span><span> </span></span><span style=\"font-weight: bold\"><span><span>Customer Success Manager</span></span></span><span><span> to drive impact a</span><span>cross some of our most influential customers.</span></span><span> </span></p>\n<p><span><span>Location</span></span><span> </span></p>\n<p><span><span>This is a London-based hybrid role. </span><span>In the Success team, w</span><span>e expect two days per week in our London office, with flexibility for the </span><span>remainder</span><span>. Regular client visits are part of the role, and you should be comfortable with travel across the UK.</span><span> </span></span><span> </span></p>\n<p><span><span>The role</span></span><span> </span></p>\n<p><span><span>The private healthcare sector is moving fast. </span><span>PE-backed clinic groups are expanding across multiple sites, and patient-facing </span><span>healthtech</span><span> businesses are scaling their clinical operations at pace. Ambitious operators are growing quickly, often without the internal structures that more established organisations have spent years developing.</span><span> They choose </span><span>Semble</span><span> because they need a platform that can grow with them, and a CS partner who understands that pace.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>As an Enterprise CSM at </span><span>Semble</span><span>, you will own a focused portfolio of </span><span>up to 40</span><span> accounts spanning upper mid-market to enterprise, with individual ARRs typically </span><span>ranging </span><span>from £50k to </span><span>£400k</span><span> (with some larger Enterprise accounts expected in the future)</span><span>. Some will be large, well-structured healthcare organisations where your work centres on deepening value and unlocking the next stage of growth. Others will be scaling operators where internal processes are still forming, senior stakeholders are changing, and the commercial relationship needs consistent, active management from your side.</span><span> </span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>NRR is your core metric. You will </span><span>maintain</span><span> a clear picture of where every account stands against it, working closely across sales, product, support, and marketing to protect and grow revenue. How you manage and coordinate across those internal relationships matters as much as what you deliver directly with your customers.</span><span> </span></span><span><span>You'll</span><span> report to Emma, our Head of CS and join our CS team with a remit to own and develop how we manage some of our most strategically important accounts.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>What<span> </span></span><span>you'll</span><span><span> </span>own</span></span><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Your portfolio's commercial health:</span></span></span><span><span> A clear, live view of where every account stands against NRR, what needs attention, and where the growth opportunity sits. Your knowledge of your book should be instinctive rather than something you pull together before a review.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Relationships at every level:</span></span></span><span><span> From the people using </span><span>Semble</span><span> day to day through to the senior leaders who hold the budget. Senior access is not assumed here; it is built through the quality of your work and the credibility you earn over time.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Expansion you found, not expansion you were handed:</span></span></span><span><span> Proactive identification and progression of commercial opportunities, working in close partnership with sales. You know where the growth is in your portfolio before anyone </span><span>has to</span><span> tell you.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Customer insight that </span><span>actually lands</span><span>:</span></span></span><span><span> </span><span>Translating what you hear on the ground into specific, actionable input for product, marketing, and leadership. At this level, your customer relationships give you access to insight that should actively shape how </span><span>Semble</span><span> develops</span></span><span> </span></li>\n</ul>\n<p><span><span>What<span> </span></span><span>you'll</span><span><span> </span>bring</span></span><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Senior CSM experience:</span></span></span><span><span> </span><span>A track record</span><span> of managing high-value accounts (£50k to £500k+ ARR), with evidence of conducting QBRs and engaging at </span><span>exec /</span><span> C-suite level. You can point to specific accounts where you drove transformation conversations and secured executive buy-in - not just attended the meeting.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>A clear upward trajectory in CS:</span></span></span><span><span> Ideally including promotion within the same organisation, not just a series of lateral moves. We want to see someone who has been recognised for their performance and grown as a result.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>NRR ownership:</span></span></span><span><span> A personal </span><span>track record</span><span> of positive NRR </span><span>and exceptional GRR </span><span>across an owned portfolio, with strong renewal and upsell performance you led rather than just supported.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Stakeholder progression:</span></span></span><span><span> You can point to specific accounts where you built your way into senior and executive relationships from operational starting points - through the quality of your work rather than just the passage of time.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Commercial instincts:</span></span></span><span><span> You think in revenue terms and act on them, treating expansion conversations and commercial risk as natural parts of how you manage a portfolio rather than tasks that need prompting from elsewhere.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Comfort with a wide product:</span></span></span><span><span> </span></span><span><span>You've</span><span> worked with software that customers </span><span>critically</span><span> depend on to run their business, not a tool used occasionally by one team</span><span>.  </span><span>Multiple workflows, multiple personas, multiple points of value to own. </span><span>At </span><span>Semble</span><span>, the platform touches clinical operations, scheduling, billing, compliance, and patient communications. If </span><span>you've</span><span> managed a genuinely wide product and held the full picture across diverse stakeholders in the same account, </span><span>you'll</span><span> know what </span><span>is </span><span>required</span><span> to succeed.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Product curiosity and adoption ownership:</span></span></span><span><span> You take genuine interest in how a wide, operationally embedded product works in practice across </span><span>different types</span><span> of customer</span><span>s</span><span>. You treat adoption as your responsibility, not the customer's - you want to understand how an account is </span><span>actually using</span><span> the platform, where </span><span>they're</span><span> underutilising it, and what good looks like for their specific setup. Value realisation </span><span>is</span><span> core to how you run a portfolio</span><span> of accounts.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Resilience in fast-moving environments:</span></span></span><span><span> Experience with fast-scaling or operationally demanding clients where </span><span>you've</span><span> created clarity and commercial outcomes in environments that were still building their own internal processes.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>AI literacy:</span></span></span><span><span> You actively use AI tools to increase your own effectiveness and have hands-on experience building or customising workflows and agents. You understand where AI genuinely helps and where it does not. With customers, you lead with judgment and human relationship - using AI to work smarter behind the scenes rather than as a shortcut through the parts of CS that </span><span>actually matter</span><span>.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Data and systems fluency:</span></span></span><span><span> Proficient in Excel, CRM (HubSpot or equivalent),</span><span> BI </span><span>tooling</span><span> and customer health </span><span>tools</span><span>. You use data to </span><span>make</span><span> decisions</span><span> and prioritise</span><span> rather than to record what has already happened.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Degree educated or equivalent.</span></span></span><span> </span></li>\n</ul>\n<p><span style=\"font-weight: bold\"><span><span>Bonus points for:</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Experience working in </span><span>healthtech</span><span> or with customers in the private UK healthcare market</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span><span>Why join<span> </span></span><span>Semble</span><span>? </span></span><span> </span></p>\n<p><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Be part of something big</span></span></span><span><span>: be part of a mission-driven company transforming healthcare </span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Work with exceptional people</span></span></span><span><span>: join a smart, ambitious, and supportive team.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Impact:</span></span></span><span><span> </span></span><span><span>join an evolving Enterprise CS function with genuine scope to shape how we manage and grow our most strategic</span><span> </span><span>accounts</span></span><span> </span></li>\n</ul>\n<p><span><span>What<span> </span></span><span>you’ll</span><span><span> </span>get in return</span></span><span> </span></p>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>The great feeling </span><span>that comes</span><span> with knowing you do something that matters</span></span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Autonomy and ownership</span></span></span><span><span> – </span><span>we’ll</span><span> set the vision and share the context, then we trust you to run with things – </span><span>that’s</span><span> the reason we hire you!</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days)</span></span></span><span><span> </span><span>-</span><span> </span><span>that we will expect you to </span><span>actually take</span><span> so you can recharge and rest.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Private </span><span>h</span><span>ealth Insurance</span></span></span><span><span> – covering physical and mental health, as well as dental and optical!</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Get the tech you need </span></span></span><span><span>-</span></span><br><span><span>You will get the latest MacBook and take your pick across a wide range of</span></span><a href=\"https://www.hofy.com/\" target=\"_blank\" rel=\"noopener noreferrer\"><span><span> </span></span></a><span><span>equipment to set</span><span> </span><span>up your home office ergonomically.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Work alongside an inspiring team</span></span></span><span><span> – our two founders have started </span><span>Semble</span><span> after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>Fantastic office space in Central London</span></span></span><span><span>, right outside </span><span>Monument</span><span> - with a roof terrace, weekly animations, loads of natural light, and cute doggies!</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span style=\"font-weight: bold\"><span><span>The usual free bits coming with nice offices</span></span></span><span><span> (</span><span>barista </span><span>coffee, tea, fruits, happy </span><span>hours</span><span> and </span><span>activities</span><span>...).</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span><span>We welcome applications from</span><span> people of all backgrounds</span><span> and all </span><span>walks of life</span><span>, including any typically underrepresented gr</span><span>oups in the technology industry</span><span>.</span><span> </span><span>We also encourage applications from disabled and neurodiverse candidates</span><span>,</span><span> so i</span><span>f there are any adjustments we can make to support you</span><span> throughout the recruitment process</span><span>, please do let us know</span><span>.</span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>If </span><span>you’re</span><span> ready to take the next step in your career and make a real difference in healthcare, we want to hear from you</span><span>.</span></span><span> </span></p>",
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