Mid-Market 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 Senior Customer Success Manager to drive impact at the enterprise level.

The Role

We are looking for a Mid-Market Customer Success Manager to manage a portfolio of some of the most exciting and innovative mid-market providers in our industry. You will be the face of Semble, taking customers through onboarding, ensuring a seamless experience and full product adoption within the first 90 days. Beyond onboarding, you’ll act as an advisor, guiding customers through best practices and workflow optimisation ensuring they reach their goals and derive significant value from Semble.

You’ll conduct QBRs, track engagement, share customer feedback with Product and Product Marketing and collaborate with Account Management to drive renewals and expansion. Success in this role is ultimately measured by Net Revenue Retention (NRR).

This is an opportunity to grow with Semble and ultimately play a part in influencing how we do Customer Success.

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.
• Growth opportunities: join a company on an exciting growth journey, with ample opportunity for professional development.

Skills and experience you’ll bring

• Proven relationship management
  Proven experience managing Mid-market accounts (£10 to £50k ACV) and engaging with senior leadership and department heads. 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.
• Commercial mindset
  You align customer success with revenue growth, upsell, and renewals.
• Adaptable with a data-driven approach
  Thrive in fast-paced environments, maintaining detail and structure when 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 excel 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

• 3+ years of experience in a Customer Success Manager role, managing a portfolio of mid-market accounts, and working with an all-in-one platform SaaS product.
• Proven track record in managing relationships across all stakeholder groups - C-level executives, department heads though to end users - delivering measurable improvements in product engagement and adoption.
• Proven success in onboarding and implementation, ensuring seamless product adoption in the first 90 days.
• Demonstrated success in driving positive NRR across an owned portfolio, with strong renewal and upsell performance.
• Project management skills with experience mapping workflows and devising implementation plans and overseeing the implementation or onboarding process.
• Exceptional CRM hygiene.

Bonus points for:

• Experience in Healthtech or working with UK private healthcare providers.
• Familiarity with customer analytics platforms (e.g. Pendo).

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.