Enterprise Customer Success Manager

Are you ready to drive real change in healthcare?

At Semble, we're transforming private healthcare with our SaaS clinical system. Already trusted by thousands of clinicians and used in the care of over 8 million patients, we’re the UK market leader in private primary care and the fastest-growing practice management software provider. Backed by leading investors, including Mercia Ventures, Octopus Ventures, and Smedvig Ventures, we’re scaling rapidly, and we need an exceptional Enterprise Customer Success Manager to drive impact at the enterprise level.

The Role

As an Enterprise Customer Success Manager, you’ll own and develop strategic relationships with some of the UK’s largest private hospitals, clinics, and healthtech organisations. Your role is to drive adoption, retention, and create upsell and cross-sell opportunities, ensuring customers achieve their objectives and maximise value from Semble.

You’ll act as a trusted advisor, collaborating with C-suite executives, senior stakeholders and users, overseeing complex onboardings, and ensuring measurable improvements in clinical efficiency, patient experience, and operational effectiveness. You’ll work very closely with our Enterprise Account Executives as well as collaborating with the Marketing, Product and Tech teams. You’ll develop tailored account strategies, deliver high-impact QBRs and onsite meetings, and proactively identify upsell and cross sell opportunities to positively influence net revenue retention (NRR).

Why join Semble?

• Be part of something big: be part of a mission-driven company transforming healthcare
• Work with exceptional people: join a smart, ambitious, and supportive team.
• Impact: this opportunity is the first of its kind within our organisation, so you’ll be responsible for setting the blueprint for enterprise level customer success

Skills and experience you’ll bring

• Strategic relationship management
  Proven experience managing high-value accounts (up to £1M ARR) and engaging with C-level executives. You command trust and credibility.
• Product mindset & expertise
  You understand complex all-in-one, multifaceted products and can translate their capabilities into tangible value for customers. You thrive on connecting strategic business needs with product adoption, ensuring customers unlock the full potential of Semble.
• Blended commercial and project management mindset
  You align customer success and long-term complex project management with revenue growth, upsell, and renewals.
• Meticulous execution and data-driven approach
  Detail-oriented and well-structured in managing multiple priorities. You use data insights to drive engagement and retention. You’re savvy with Excel and BI tools.
• Always curious with a team-oriented mindset
  You thrive in collaborative environments and put the success of the team and customers first. You take ownership of your learning and growth, always staying ahead, seeking out and sharing customer success best practices.

Key criteria

• 4+ years of experience managing high-value complex accounts (£100k to £1m+ ARR) within an all-in-one SaaS platform.
• Proven track record in managing deep, strategic relationships with C-level executives, conducting QBRs, and delivering measurable product engagement improvements.
• Demonstrated success in driving positive NRR across an owned portfolio, with strong renewal and upsell performance.
• Project management skills with experience mapping complex workflows and devising implementation plans and overseeing the implementation process.
• Exceptional CRM hygiene.

Bonus points for:

• Experience working in a healthtech or with customers in the Private UK Healthcare market

What you’ll get in return

• The great feeling that comes with knowing you do something that matters
• Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
• 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest.
• Company equity - We appreciate and recognise all our employees’ contributions, so everyone is eligible for Semble share options!
• Private health Insurance – covering physical and mental health, as well as dental and optical!
• Hybrid & flexible work environment – work from anywhere in the UK, with also some flexibility to work across Europe. You decide how much or how little you go to the office.
• Get the tech you need - You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically.
• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.
• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.

If you’re ready to take the next step in your career and make a real difference in healthcare, we want to hear from you.