Customer Success Manager

accurx · London (Shoreditch)

managerfull timehybrid
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Role at a Glance

Salary: £50,000–£65,000 base + share options up to £15,000. Location: Shoreditch, London — hybrid, 3 days on-site, core hours 10am–4pm. Portfolio: 5–11 NHS ICB or Trust enterprise accounts. Headcount: 3 CSMs being hired simultaneously across primary and secondary care. Commission: none — success is measured by retention and trust. Visa sponsorship: not stated in the job description.

What This Role Is Really About

At Accurx, the relationships with NHS organisations that keep contracts renewing year after year are owned by the Customer Success team. As a CSM here, you'd carry a defined portfolio of enterprise NHS accounts — responsible for everything from initial implementation through to renewal negotiations. The role spans two fronts: primary care, where Accurx is already deeply embedded, and secondary care, where Accurx Scribe is expanding rapidly into NHS Trusts. There is no commission structure; performance is measured by whether NHS organisations stay, deepen their adoption, and treat you as their first call when things get complicated.

About Accurx

Accurx is a London-based health-tech company with a single focus: removing the operational friction that makes working in the NHS harder than it needs to be. What started as a GP-to-patient text messaging tool has evolved into a comprehensive digital platform now embedded in 98% of GP practices and 68% of NHS Trusts, with relationships across 41 of England's 42 Integrated Care Boards. The product suite covers patient demand management (Total Triage), self-scheduling, automated long-term condition questionnaires, cross-setting staff messaging (Accumail), and Accurx Scribe — an AI tool that generates clinical notes in real time during consultations.

What You'll Be Responsible For

  • Manage a portfolio of 5–11 NHS ICB or Trust enterprise accounts across the full lifecycle: onboarding, adoption, stakeholder engagement, and contract renewal.
  • In primary care, protect and deepen relationships in accounts where Accurx is already the trusted incumbent — keeping the partnership strong even as competitors target on price.
  • In secondary care, help NHS Trusts build the workflows and processes needed to realise outcomes from Accurx Scribe, often creating structure where none currently exists.
  • Monitor account health proactively — tracking stakeholder changes, NHS restructuring events, and funding pressures before they become renewal risks.
  • Act as an internal connector: bring the voice of NHS customers back into product, marketing, implementation, commercial ops, and finance teams rather than just managing the account externally.
  • Contribute to building and codifying the CSM playbook — this is a scaling team and many processes are still being written, so your experience shapes how account management works going forward.
  • Hold relationships steady through the sustained complexity of NHS organisations: funding uncertainty, stakeholder churn, and restructuring are the norm rather than the exception.

What Accurx Needs From You

  • A demonstrable background in customer success, account management, or a relationship-intensive B2B role — specifically the ability to own an account rather than just service one.
  • Confidence to act as a trusted advisor: the job description is explicit that this role requires pushing back constructively, asking 'why' more than once, and finding the better solution rather than jumping at the customer's first request.
  • Comfort operating without a complete playbook — able to create structure and document processes rather than waiting for them to be handed down.
  • Genuine curiosity about how the NHS works: how it is organised, how decisions are made, and why it moves at the pace it does. The JD welcomes candidates new to the NHS, provided that curiosity is real.
  • Active fluency with AI tools in everyday work — using automation to handle routine tasks so your attention stays on the interactions that actually need you.
  • Stakeholder range across a complex organisation: equally at ease presenting outcomes to a Trust's Head of Digital Transformation, discussing clinical specifics with a GP lead, or working through commercial terms with a finance director.

Useful, But Not a Barrier to Entry

  • Prior experience working in, alongside, or selling into NHS organisations — primary care, secondary care, or at ICB level.
  • Familiarity with NHS commissioning structures, care pathways, or digital transformation programmes.
  • Experience supporting a SaaS product's expansion into a new vertical or market segment from an early installed base.

Skills Breakdown: Must-Have vs. Nice-to-Have

The core competencies Accurx is testing for are relationship depth and structural thinking rather than technical or domain expertise. Non-negotiable: enterprise account ownership, constructive stakeholder challenge, process creation in ambiguous environments, AI tool fluency, and the communication range to work across clinical and commercial audiences. NHS knowledge sits clearly in the nice-to-have column — the job description explicitly welcomes candidates without it, provided genuine curiosity is present. Seniority sits at a mid-to-senior CSM level: autonomous portfolio ownership of up to 11 enterprise accounts, no hand-holding on process, and an expectation of active contribution to how the function scales.

Salary and Compensation

The advertised base salary runs from £50,000 to £65,000 per year, in line with senior CSM and enterprise account management rates in London's health-tech sector. On top of base pay, the role includes share options valued at up to £15,000 — equity upside in a company with deep NHS penetration and accelerating growth in secondary care. At the top of the base range, total cash-equivalent value including options reaches £80,000. Notably, there is no commission plan — Accurx states this explicitly, and it reflects a philosophy where retention and genuine customer outcomes are the performance signal, not sales targets.

Benefits

  • Share options up to £15,000 on top of base salary
  • Flexible benefits package: customise healthcare cover, pension contributions, or life insurance to your current life stage
  • 28 days annual leave plus all UK bank holidays
  • Up to 4 weeks per year to work from any location
  • Enhanced parental leave, fertility support, and parental loss support
  • In-house chef providing free healthy breakfasts, lunches, and snacks daily
  • Dog-friendly Shoreditch office

Location and Working Arrangements

The role is based at Accurx's Shoreditch office in east London. Hybrid working requires three days on-site per week, anchored by core hours of 10am–4pm with flexibility around those bookends. Employees can work from anywhere — any location — for up to four weeks annually. Visa sponsorship and relocation assistance are not referenced in the job description; candidates who require either should confirm their eligibility directly with Accurx before applying.

Frequently asked questions

Do I need NHS experience to be considered for this role?

No. Accurx explicitly welcomes applicants who are new to the NHS, provided they are genuinely curious about how it works and patient enough to navigate its complexity. Prior NHS experience is listed as useful but not a requirement.

How many accounts will I manage, and how are they structured?

Each Customer Success Manager owns a portfolio of 5 to 11 NHS ICB or Trust enterprise accounts, spanning primary care, secondary care, or both depending on the specific hire. The role covers the full account lifecycle from implementation through to renewal.

Is this role commission-based?

No. Accurx has no commission plan for this position. The job description states this clearly and frames performance around trust, retention, and genuine customer outcomes rather than sales targets.

How many days per week is on-site attendance required?

Three days per week in Accurx's Shoreditch office, with core hours of 10am–4pm. In addition, employees can work from any location for up to four weeks per year.

How many Customer Success Manager vacancies are currently open?

Accurx is hiring three Customer Success Managers simultaneously to grow the team across both primary and secondary care.

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