[Hiring] Head of Customer Success @Digital Workforce

Role Description

As Head of Customer Success (UK Healthcare), you will be responsible for the retention and growth of our existing NHS customer base. This is a senior leadership role that will have management responsibilities for 5+ senior professionals (Account Directors and Customer Success Managers) within the UK healthcare team. You will also lead the development of Digital Workforce’s customer management model across the global healthcare business.

In this role, you will:

• Take commercial ownership of the existing UK healthcare account base.
• Strengthen customer partnerships.
• Build a scalable customer management model across the global healthcare business.

Please note – this is primarily a remote (UK based) role, but regular travel to customer sites and in-person team events is expected. Occasional international travel within Europe and to the US may also be required.

What You Will Do:

• Lead an experienced team of professionals:
  • Lead, coach, and develop a team of 5+ Account Directors (ADs) and Customer Success Managers (CSMs) in the UK healthcare team, building a strong performance culture based on accountability, collaboration, and customer centricity.
• Own retention and growth across the current customer base:
  • Drive account retention, development, and long-term customer value across our UK healthcare business.
• Drive detailed account planning and oversee execution:
  • Work closely with the team of ADs and CSMs to develop growth plans for each account and oversee their execution.
• Act as strategic account lead:
  • Take direct ownership of customer success within a select few strategic customers, build senior customer relationships, and position Digital Workforce as a trusted long-term transformation partner.
• Develop a customer management model for the global healthcare business:
  • Implement consistent customer management models, governance, planning practices, key performance indicators, and operating cadence for the global healthcare business.
• Align across teams and functions:
  • Work closely with internal stakeholders and external partners to improve quality, customer experience, and delivery outcomes.

Qualifications

• A background working in or with the NHS; experience in Nordic or US healthcare markets is considered an advantage, but is not required.
• Strong leadership experience and the ability to develop teams, drive accountability, and create clarity in execution.
• Experience in automation, technology-enabled services, or digital transformation.
• Demonstrated ability to build and scale governance structures and/or effective cross-functional ways of working.
• Strong commercial mindset combined with a genuine commitment to customer value and long-term partnerships.
• Finnish and/or Swedish language skills are considered an advantage, but are not required.

Benefits

• A chance to join a market-leading, enterprise-grade automation and AI provider with a strong growth trajectory.
• An opportunity to play a key role in the fast-paced, high-performing UK healthcare team at the core of the company’s strategy.
• The ability to drive meaningful transformation across the NHS through automation and AI.
• An international work environment and collaborative culture.
• Encouragement for learning and self-development.

OTE Range

£120k – £160k per annum

Join us in redefining healthcare through automation and AI. If you are passionate about customer growth and strategic leadership, we would love to hear from you.

Apply with your CV or LinkedIn profile by 31st of May. Please note that we will start interviews as soon as suitable candidates are identified and may close the job post earlier.

We do not use AI-based tools when assessing candidates. The first stage for this recruitment process will be a one-way video interview. This allows us to include and consider a broader range of candidates in a fair and flexible way.