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Senior Customer Success Manager
RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.
Job Description
RLDatix (RLD) is on a mission to help raise the standard of care…everywhere. Trusted by over 10,000 healthcare organizations around the world, our solutions help improve health and care. Our applications ensure that patients receive the best and safest care while supporting the providers who deliver it.
Joining TeamRLD means being part of a global effort of over 2,000 team members in making a difference in healthcare…every day.
We're searching for a UK-based Senior Customer Success Manager to join our Customer Success team, so that we can manage strategic customer accounts and deliver tailored solutions and premium experiences that drive measurable business outcomes. The Senior Customer Success Manager will foster trusted relationships with C-suite executives, articulate value-driven recommendations, and address complex renewal scenarios while adapting strategies to evolving market dynamics.
How You'll Spend Your Time
- Manage your own portfolio of customers with autonomy, demonstrating what excellent customer success looks like through proactive planning, clear ownership, and consistent value delivery.
- Analyse each customer’s business context, operational objectives, risks, and success measures in order to shape tailored recommendations that support measurable value realisation.
- Build trusted relationships with executive and operational stakeholders through authentic, responsive engagement, helping customers feel confident in the value they receive and the support they can expect.
- Take ownership of customer requests, concerns, and escalations, coordinating with internal teams such as Services and Product to drive timely resolution and reduce risk.
- Proactively identify at-risk or challenging customers, developing clear “go to green” plans and reporting progress against agreed actions.
- Prepare and deliver clear, compelling customer communications, presentations, monthly touchpoints, and executive business reviews that articulate progress, outcomes, risks, and opportunities.
- Contribute to renewal and expansion discussions by evaluating customer health, adoption, risk, value delivered, and future opportunities for sustainable account growth.
- Support continuous improvement across the Customer Success team by sharing customer success stories, lessons learned, and practical best practice insights.
- Provide informal coaching, mentoring, and support to colleagues where you have strengths, subject matter expertise, or relevant customer experience.
What Kind of Things We're Most Interested in You Having
- Demonstrated ability to manage a customer portfolio independently, balancing customer needs, commercial priorities, and internal collaboration with confidence and accountability.
- Strong analytical skills, with the ability to understand customer business context, operational goals, risks, and market pressures, and translate these into practical solution recommendations.
- Proven experience building and maintaining trusted relationships with executive sponsors, operational leaders, and key stakeholders across complex or high-value accounts.
- Excellent communication skills, including the ability to simplify complex information, tailor messaging for different audiences, and deliver confident executive-level presentations and business reviews.
- Experience coordinating cross-functional teams, managing stakeholder expectations, and driving resolution of moderately complex customer issues.
- Ability to identify customer risk early, develop structured mitigation plans, and use customer health insights to inform account priorities.
- Healthcare experience, particularly within the NHS, and familiarity with healthcare terminology would be highly desirable.
- A sincere interest in making a positive difference in healthcare, with a strategic, proactive, and collaborative approach to customer success.
By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package is designed to support your health, wellbeing, and future.
RLDatix is an equal opportunity employer, and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status or any other status or condition protected by law.
As part of RLDatix's commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don't hesitate to send a note to [email protected].
Skills Required
- Ability to independently manage a customer portfolio while balancing customer needs, commercial priorities, and internal collaboration
- Strong analytical skills for understanding customer context, operational goals, risks, and market pressures
- Experience building and maintaining relationships with executive sponsors, operational leaders, and stakeholders across complex or high-value accounts
- Excellent communication skills, including simplifying complex information and delivering executive-level presentations and business reviews
- Experience coordinating cross-functional teams, managing stakeholder expectations, and resolving moderately complex customer issues
- Ability to identify customer risk, develop mitigation plans, and use customer health insights to prioritize accounts
- Healthcare experience, particularly within the NHS, and familiarity with healthcare terminology
- Strategic, proactive, collaborative approach and sincere interest in improving healthcare
RLDatix Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RLDatix and has not been reviewed or approved by RLDatix.
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Affordable Benefits — Health coverage is often described as affordable, with HSA/FSA options and efforts to offset plan changes. Feedback suggests core medical, dental, and vision offerings deliver solid value.
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Leave & Time Off Breadth — Generous PTO and paid holidays are consistently highlighted, supporting work-life balance. Feedback suggests time-off policies are a clear strength alongside hybrid/remote flexibility.
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Retirement Support — A 401(k) with company matching is recognized as a meaningful component of total rewards. Feedback suggests retirement benefits are straightforward and dependable.
RLDatix Insights
What We Do
At RLDatix, we believe that what flows through our software is more than bits and bytes — it’s human lives. This is our mantra, our mindset, our passion and our purpose. We deliver comprehensive healthcare software solutions designed to raise the standard of care for patients, providers and healthcare organizations around the world. What sets us apart: ? Global reach, local impact — We serve over 10,000 organizations across 30+ countries. ? Culture of purpose — Our team is united by the conviction that healthcare work is a privilege. ? Partnership mindset — We see ourselves as more than a vendor; we strive to be a trusted ally in improving patient safety and care. ? Innovation-driven — We continuously evolve our platform to help our customers stay ahead in compliance, safety, outcomes and efficiency. Join us as we continue to empower healthcare systems to do more — for their patients, staff and communities.
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