NHS Customer Success Manager
Job Summary
Job Description
The NHS Customer Success Manager role at Sword Health involves onboarding new clients and ensuring the retention and growth of the existing customer base, specifically for NHS accounts. Responsibilities include improving and creating new Customer Success team processes such as customer onboarding and training, surveying users to get more impact from solutions, maintaining relationships with assigned accounts, and managing real time queries. The role requires exceptional customer service skills, experience working within or directly with the NHS, experience with project management, and a growth mindset. The goal is to help clients achieve their goals, which in turn fosters retention and growth.
Must have:
- Experience working inside or directly with the NHS
- Experience with project or account management
- Exceptional customer service skills
- A growth mindset
- Understanding of key metrics
Good to have:
- Familiarity with the Microsoft suite
- Familiarity with designing presentations and Canva software
Perks:
- Work remotely across the UK
- Healthy options package
- 24 days of annual leave
- Pension scheme
- Learning and development support
- Comprehensive health, dental and vision insurance
- Equity shares
- Discretionary PTO plan
- Parental leave
- 401(k)
- Flexible working hours
- Remote-first company
- Paid company holidays
- Free digital therapist
4 skills required
Job Details
Sword Health is on a mission to free two billion people from pain.
With 67% of members achieving a pain-free life and a 70% reduction in surgery intent, at Sword, we are using AI Care to change lives, and save millions for our 25,000+ enterprise clients across three continents. Today, we hold the majority of industry patents, win 70% of competitive evaluations, and have raised more than $300 million from top venture firms like Founders Fund, Sapphire Ventures, General Catalyst, and Khosla Ventures.
Recognized as a Forbes Best Startup Employer in 2025, this award highlights our focus on being a destination for the best and brightest talent. Not only have we experienced unprecedented growth since our market debut in 2020, but we’ve also created a remarkable mission and value-driven environment that is loved by our growing team. With a recent valuation of $3 billion, we are in a phase of hyper growth and expansion, and we’re looking for individuals with passion, commitment, and energy to help us scale our global impact.
Joining Sword means committing to a set of core values, chief amongst them to “do it for the patients” every day, and to always “deliver more than expected” on behalf of our members and clients.
This is an opportunity for you to make a significant difference on a massive scale as you work alongside 900+ (and growing!) talented colleagues, spanning three continents. Your charge? To help us build a pain-free world, powered by AI, enhanced by people — accessible to all.
About the role :
We are looking for an NHS Customer Success Manager who can help us scale our business, providing exceptional service for clients and partners and helping Surgery Hero to grow it’s NHS Accounts. This role is well suited to individuals who have an operational background working in or for the NHS. Candidates who have not worked in or directly with the NHS will not be considered.
In this role you will be responsible for onboarding new clients and ensuring the retention and growth of our existing customer base. Your primary goals will be to increase product adoption and ensure our NHS clients are getting as much value as possible from Surgery Hero. When our customers achieve their goals, retention and growth follows. This customer-centric mindset extends past the Customer Success team and is a core value and ethos across the business.
WHAT YOU’LL BE DOING
- Improving and creating new Customer Success team processes including customer onboarding, customer training, product adoption, and more
- Helping onboard new NHS customers and ensuring growth and retention with existing NHS Customers
- Surveying users and making recommendations to ensure users get more impact from our solutions
- Maintain a balanced proactive/reactive relationship with your assigned accounts
- Managing real time queries and compiling progress reports
WHAT YOU’LL BRING
- Experience working inside or directly with the NHS
- Experience with project management and/or account management
- Exceptional customer service skills
- A growth mindset that has been demonstrated by the ability to grow strategic accounts and contribute to financial objectives
- A quantitative approach: an understanding of the key metrics Surgery Hero should monitor and how to effect improvement in them
- Familiarity with the Microsoft suite
- Familiarity with designing presentations and Canva software a bonus
Company benefits in UK :
Work remotely across the UK
Get a real stake in the company with a healthy options package
24 days of annual leave (plus all bank holidays)
Pension scheme
Summer and winter company-wide get-togethers
Learning and development support to help you grow in your role
US - Sword Benefits & Perks:
• Comprehensive health, dental and vision insurance*
• Equity shares*
• Discretionary PTO plan*
• Parental leave*
• 401(k)
• Flexible working hours
• Remote-first company
• Paid company holidays
• Free digital therapist for you and your family
*Eligibility: Full-time employees regularly working 25+ hours per week
Portugal - Sword Benefits & Perks:
• Health, dental and vision insurance
• Meal allowance
• Equity shares
• Remote work allowance
• Flexible working hours
• Work from home
• Unlimited vacation
• Snacks and beverages
• English class
• Unlimited access to Coursera Learning Platform
*US Applicants Only: Applicants must have a legal right to work in the United States, and immigration or work visa sponsorship will not be provided.
*Please note that this position does not offer relocation assistance. If in Portugal, candidates must possess a valid EU visa and be based in Portugal.
SWORD Health, which includes SWORD Health, Inc. and Sword Health Professionals (consisting of Sword Health Care Providers, P.A., SWORD Health Care Providers of NJ, P.C., SWORD Health Care Physical Therapy Providers of CA, P.C.*) complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status.
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