Enterprise Customer Success Manager (NHS)

Heim are powering the left shift, and forging the way for decentralisation of healthcare. Our team of technologists, clinicians, and operators design and deploy technology that unlocks frontline productivity - giving teams back the time to care.

We understand decentralised healthcare deeply. Our nurses deliver thousands of visits across the UK, whilst our technology supports over 20,000+ hours of NHS community operations.  We build our technology from learnings from every patient encounter.

The Role

We are hiring a strategic Enterprise Customer Success Manager to serve as the senior accountable lead for our most complex NHS system accounts in the UK. You will lead the full lifecycle of each NHS contract from pilot design through implementation, adoption, expansion, and renewal. 

You will run large-scale deployments of Heim software inside the NHS and social care. These are the deployments the product learns from and long-term partnerships are built on. In your first two, your work will shape the working day of more than 800 nurses delivering close to a million patient contacts a year. We need someone there to get the technology in the hands of nurses quickly, grow the account, and prove the technology works and has real impact.

You are accountable for three outcomes:

• Own each partner from contract mobilisation and governance kick-off through structured discovery, go-live and embedded business-as-usual use, with full contracted value as your headline target.

• Run phased, multi-team rollouts to a plan built for speed. Track time to go-live and time to full adoption by cohort, and act when a cohort slips.

• Own the DPIA support, data flow sign-off and information governance steps that gate NHS go-live, working with our Clinical Safety Officer and the Trust's governance leads.

• Spot risks and blockers early, whether operational, clinical, technical or political, and have the mitigation ready before they reach the timeline or the relationship.

• Be the face of Heim to the partner, trusted by both the ward and the board. Build relationships from frontline staff and super-users to the COO, Divisional Director and project sponsor, and run the weekly check-ins and monthly leadership reviews.

• Coach teams through new ways of working, watch the usage data, and step in early where engagement dips or a team gets stuck.

• Identify and execute expansion across sites, services and community teams. You own account growth with the commercial team and contribute directly to ACV, retention and NRR.

• Arm champions inside the Trust to make the internal case for wider rollout, translating impact for the people who control budget, sequencing and expansion.

• Work with the commercial team before signature. Scope NHS deployments, shape pilots, and design evaluation frameworks that turn into multi-year commissioning cases.

• Treat every deployment as live co-design. Bring structured, prioritised feedback to Product and Engineering, and spot where Heim should build next, for example by extending Grace into further non-clinical touchpoints.

• Manage expectations with care where capability is still being built or is pending regulatory approval such as MDR, keeping partners confident and well informed without over-promising.

• Agree baselines with every partner at the start of a deployment, so that impact can be measured from day one.

• Generate real-world evidence from deployment data on time given back to clinical care, admin reduced, drive time and mileage, working with our clinical and data colleagues to a standard that commissioners and clinical leaders will accept.

• Turn that evidence into commissioning cases and renewal narratives, adjusted in depth and style for clinical, operational, IT and finance audiences. Don’t just present the insight, help them understand the story and what it means for them.

• Own the return on investment story for each partner. Where the evidence is weak, you find out first and fix it.

• Create the playbooks, deployment frameworks, governance packs, onboarding materials and health frameworks that make NHS implementation repeatable. This is what gets us to six live Trusts in the next 9 to 12 months.

• Use AI in your own deployments, from reporting and insight to training materials and adoption tracking, and show the team how.

• Set the standard as the function grows, and mentor the implementation hires who follow you.

You grow accounts, prove value with data, and move quickly. You have done this in healthcare or a similarly complex or regulatory setting and you are from a start-up or scale-up background. We value pace of learning, so if you have grown fast and can show it, we want to hear from you whatever your years of experience.

Heim builds for the future of healthcare. We believe in progress built through drive, dedication and ownership.

01 Take care: Of our service, each other and, above all, our patients.

02 Challenge the status quo: Healthcare has stayed unchanged for too long.

03 Build things you’d use: Anything else isn’t good enough.

04 Be the teammate you’d want to have: Show up, follow through and make the people around you better.

05 Win together: We move fast, but never alone