Enterprise Customer Success Manager (NHS)

Who We Are

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 20000 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 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:

1. Full contract value at pace. Every contracted site team and user live and using Heim as fast as the partner can take it.

2. Growth in the contract and the product. You find where the partner can use more of Heim and where Heim should build next and you act on both.

3. Evidence that holds up. Real-world evidence of the time given back to clinical care strong enough to justify commissioning and renewal.

What Youll Do

Realise full contract value at pace

• 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 Trusts 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.

Grow the contract and the product

• 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.

Generate the evidence

• 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. Dont 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.

Build the function with AI at the core

• 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.

What Were Looking For

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.

• Commercially sharp. You have grown enterprise accounts through expansion and renewal and you can quote the numbers: ACV growth retention NRR. You can hold a commercial conversation on your own.

• Evidence-led. You have built the case for adoption or commissioning from baselines usage data and outcome data and it stood up to scrutiny from finance and clinical leaders. You know what sits behind the numbers.

• A deployment leader. You have led complex multi-site implementation or transformation work ideally delivering software into the NHS and you know what gets clinical teams to adopt something new.

• Fluent in the NHS and social care. You understand how decisions are made who holds influence and clinical safety and information governance in practice (DCB0129 DTAC DPIA MDR).

• Executive in presence. You are comfortable being the least senior person in the room and still shaping the outcome. You have changed a senior stakeholders mind and you read complex organisations quickly without getting captured by one faction.

• A builder. You can create process structure and documentation from scratch while running a live high-stakes programme.

• AI fluent. You use AI tools daily you keep pace with how fast they are moving and you have ideas for how to apply them to deployments reporting and adoption.

• Calm and meticulous. The product is evolving partners are co-designing it with us and priorities shift. You bring order to that with an exceptional eye for detail.

Above all you care about this. The shift of healthcare into the home is happening and the difference between a pilot and a partnership is usually the person leading it.

What do we believe in

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 youd use: Anything else isnt good enough.

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

05 Win together: We move fast but never alone

Practical Requirements

• Right to work: You must have the right to work in the UK. We are not able to offer visa sponsorship for this role.

• Driving Licence: A full UK driving licence is preferred. This role spends real time on partner sites often in services that cover a wide geography.

• Availability: We are looking for an immediate start ideally in September or October. Please tell us your availability in your application.

Why You Should Join Heim

• Solve real problems in healthcare: Help healthcare overcome the limitations of legacy technology.

• Give time back to the frontline: Be part of a mission that gives community teams a third of their time back. You will help reduce the 40% of the day that field staff currently spend on administrative tasks and manual workarounds.

• Deeply empathetic engineering: Build tools grounded in frontline reality - our technology has been shaped by shadowing over 20000 hours of community staff time.

• Address the issues that matter most: Work on software that directly targets the top concerns of frontline staff including lone working safety tiresome admin and repetitive tasks.

• Drive measurable impact: Deliver optimization solutions that model a 42% average reduction in drive time and up to a 52% reduction in mileage for community teams.

• Build cutting-edge secure technology: Develop AI that automates non-clinical touchpoints while working within a highly secure ISO27001 UKAS accredited and DCB0129 compliant framework.

What We Offer

• Compensation: Salary of 55000 to 70000 depending on experience plus a bonus/commission structure with eligibility for equity options at the end of your probation period.

• Time off: 33 days holiday (25 days plus 8 bank holidays) plus an extra day off for your birthday (or the nearest weekday).

• Direct ownership: Take direct ownership of the most important deployments in the company working closely with our founders and the team building the product.

• Culture & connection: Enjoy regular socials team trips meals and an annual company retreat.

• Flexibility that works: Hybrid working from our Shoreditch office with regular travel to NHS partner sites.

How to Apply

This role is urgent so we are moving quickly. Please include your availability to start.

• Application: Send us your profile tell us why you are a great fit for this role and confirm when you could start.

• Screening: CV screening video call.

• Case study: In-person presentation so we can see how you think communicate and interact.

• Culture fit: In-person conversation with a founder and members of the team.