Enterprise Customer Success Manager – NHS

About the role

Heim is seeking a senior Enterprise Customer Success Manager to lead the most complex NHS system accounts in the UK. You will own the full contract lifecycle—from pilot design through implementation, adoption, expansion, and renewal—ensuring rapid deployment and measurable impact on frontline care.

Key responsibilities

• Drive full contract value by managing mobilisation, governance, phased roll‑outs, and adoption tracking across multiple NHS sites.
• Own DPIA support, data‑flow sign‑off and information‑governance steps, collaborating with clinical safety and trust governance leads.
• Build trusted relationships from frontline staff to senior executives, running weekly check‑ins and monthly leadership reviews.
• Identify and execute account expansion, shaping pilots and evaluation frameworks that lead to multi‑year commissioning.
• Generate real‑world evidence of time saved for clinical care, translate findings into commissioning cases and renewal narratives for diverse audiences.
• Create repeatable playbooks, governance packs and AI‑enhanced reporting tools to scale deployments across six live Trusts within 12 months.

Required profile

• Proven experience growing enterprise accounts in healthcare or similarly regulated environments, with demonstrable ACV growth, retention and NRR metrics.
• Track record of leading complex, multi‑site software implementations within the NHS, understanding NHS decision‑making, governance and information‑security requirements.
• Strong commercial acumen, able to conduct independent commercial conversations and build evidence‑led cases for adoption.
• Executive presence – comfortable influencing senior stakeholders and navigating complex organisational dynamics.
• Ability to design processes, documentation and governance frameworks from scratch while managing high‑stakes programmes.
• Daily use of AI tools and a forward‑looking mindset on applying AI to deployments, reporting and adoption tracking.