Enterprise Customer Success Manager U.K

Nordhealth

3d • Remote

About The Position

Nordhealth is seeking a commercially minded, strategic Enterprise Customer Success Manager to own relationships with its largest and most complex UK customers, including multi-site veterinary groups, for Provet, its cloud-based veterinary practice management system. The role is the strategic relationship owner for an enterprise portfolio, accountable for retention, commercial growth, executive engagement, and helping customers realize measurable value from Provet as a trusted long-term partner.

The position involves owning high-value accounts and developing strategic plans and governance; supporting renewals, account health, and expansion; building executive relationships and handling escalations; connecting product adoption to measurable business outcomes; coordinating internal teams; and advocating for customer needs. Success is measured through Gross and Net Revenue Retention, customer health scores, adoption of key modules, CSAT/NPS, executive engagement, and timely escalation resolution. The first-year milestones are to understand the portfolio and create initial account plans within 90 days, establish structured executive governance by six months, and deliver strong retention by 12 months. The role is UK-based and may require travel to customer sites and industry events.

Requirements

• Proven experience in Enterprise Customer Success, Strategic Account Management, or a similar role within SaaS or technology, managing complex, high-value relationships.
• A track record supporting renewals, retention, expansion, and commercial negotiations.
• Experience influencing C-suite stakeholders and navigating escalations and challenging conversations.
• Ability to translate business priorities into account plans and interpret customer, commercial, and adoption data.
• Ability to lead cross-functional initiatives without direct authority.
• Excellent written and spoken English, with strong communication and presentation skills.
• UK-based, with the ability to travel to customer sites and industry events as required.

Nice To Haves

• Experience working in a fast-growing, global SaaS company.

Responsibilities

• Own a portfolio of high-value enterprise accounts and build strategic account plans aligned with each customer’s objectives.
• Establish clear governance across multi-site customer organizations.
• Take accountability for renewals and account health, proactively mitigating commercial risk.
• Partner with Sales to identify and close expansion opportunities across locations, products, and modules.
• Build trusted relationships with C-suite and senior leaders, lead executive business reviews, and manage escalations and commercially sensitive conversations.
• Create success plans linking product adoption to measurable business outcomes, and support customers through change, new launches, and AI-enabled capabilities.
• Coordinate Product, Engineering, Support, Implementation, and Sales as the internal owner of the customer relationship, driving accountability without direct authority.
• Develop customer references, case studies, and advisory board participants.
• Represent enterprise needs in roadmap discussions and at UK industry events.
• Build an understanding of the portfolio and initial account plans during the first 90 days, establish executive governance by six months, and deliver strong retention by 12 months.

Benefits

• Competitive compensation and benefits.
• Learning and professional growth opportunities.
• Tools needed for the role.
• Frequent company events.
• Opportunity to work in a meaningful industry at a fast-growing global company focused on digital healthcare.
• Talented colleagues from around the world.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed