Customer Success Manager

Job description

Background:

At Agilio Software Group, we help healthcare teams spend less time on admin and more time delivering patient care. Our software simplifies day-to-day operations across primary care, dental, pharmacy, hospital and veterinary organisations, giving clinicians more time to focus on the people and animals who need them. With ambitious growth plans, we’re looking for talented people to join us and help make that difference.

The Role:

The Customer Success Manager owns a portfolio of midmarket customers, delivering a proactive, value-driven Customer Success experience. This role combines relationship management, commercial responsibility, and strategic adoption work to drive customer retention, growth, and satisfaction.

Key Responsibilities:

Customer Engagement 

• Manage a portfolio of midmarket customers, leading QBRs and success reviews focused on value and outcomes
• Deliver proactive interventions, feature outreach, and adoption guidance 
• Conduct proactive interventions when engagement or usage indicators decline

Commercial Responsibilities 

• Own renewal conversations and cross-sell targets, maintaining accurate commercial forecasting 
• Identify and qualify expansion opportunities within the Agilio suite  

Operational Responsibilities 

• Oversee the software adoption journey, including training and success planning 
• Maintain accurate CRM records, reporting, and customer documentation 
• Handle complaints and inbound queries professionally, ensuring timely resolution 

Voice of the Customer 

• Represent customer feedback internally to influence product development and service improvement 
• Identify opportunities for process improvement across the CS function 

Team Contribution 

• Uphold the Agilio Behaviours and Principals at all times 
• Ensure adherence to ISO27001 standards and business training requirements 
• Undertake any other reasonable duties as required to support effective delivery of customer success services

Success Measures

• Gross Revenue Retention (GRR)
• Cross-sell pipeline creation and contribution
• Product adoption and feature utilisation across the customer portfolio
• Renewal forecast accuracy
• Digital journey and customer engagement metrics

• Delivery of high-quality Quarterly Business Reviews (QBRs) that demonstrate value, support customer objectives, and drive retention and growth

Essential Experience & Skills:

2–5 years in SaaS Customer Success or Account Management.

Highly organised, able to manage a mid‑sized portfolio with structure and clear prioritisation.

Strong communication and stakeholder management skills.

Confident in presenting, including remote QBRs, training, and feature demonstrations.

Commercially aware with experience supporting renewals and expansion.

Analytical mindset with comfort interpreting usage and adoption data.

Proven ability to work cross functionally 

Proactive problem solver who can manage interventions independently

Curious and engaged — always looking to drive value and improvement for customers.

Strong written and verbal negotiation skills.

Confident using CRM systems, Planhat or similar digital tools, and basic reporting dashboards.

Occasional travel to client sites may be required.

Additional Information

Job type: Remote, with occasional travel
Salary: £32,000- £34,000 per annum OTE £38,400-£40,800

The full package will be discussed at interview stage

Benefits include:
 Income Protection
 Life Assurance
 Enhanced pension
 Health Cash Plan
 28 days annual leave + bank holidays
 Sick pay scheme
 A range of flexible benefits via our Agilio Flex portal

If you feel you have what it takes to join our team, we look forward to receiving your application!

Reference 225752777