Customer Success Executive Job at Social Value Portal Ltd (London)

Job Description

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.

Job Responsibility

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

Requirements

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

Nice to have

Experience in healthtech/medtech, implementation or change management
Familiarity with onboarding frameworks, support ticketing tools, Confluence and/or project management platforms (MS Project a plus)
Exposure to healthcare systems/workflows or working with hospitals/GP practices

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Customer Success Executive

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