Customer Success Manager

Customer Success Manager

Based in the London office (Holborn) or travelling to Customer site around the UK

About us:

Tendable is a venture capital-backed, series A health-tech business providing quality assurance and improvement software to health and care organisations. Founded in 2016, our mobile app makes auditing easier and more efficient for frontline staff, engaging them in quality improvement whilst also freeing up more of their time for patient care. With instant access to real-time reporting and actionable insights, our management portal provides leadership and external bodies with assurance over the quality of health
and care services.

Tendable has a mission to transform quality by equipping health and care professionals with the tools and insights to continuously improve patient care. We’re looking for driven people with a start- up mentality, who are passionate about making a positive impact.

The role:

We’re looking for a Customer Success Manager to join our team. You’ll be responsible for managing a portfolio of customer accounts at all levels within an organisation ensuring they receive maximum value from Tendable, enable customers to advocate and expand their use of our platform and manage the contractual relationship. You’ll act as a trusted partner to your accounts, focused on retention, facilitating outcomes using Health tech, satisfaction and long-term success.
You’ll work closely with the wider Commercial and Product – Development teams to ensure our customer’s voices are heard. This is a great opportunity for someone who thrives on providing exceptional service through building strong relationships, solving problems and driving impact. Proven experience in a customer facing account management role, ideally in a tech start up, SaaS, or health-focused company.

Responsibilities:

• Own and manage a portfolio of customer accounts, acting as the main point of contact and accountable for retention and growth.
• Build deep relationships with key stakeholders and act as a trusted advisor, helping them to drive success with Tendable.
• Lead customer engagement – including regular reviews, success planning and proactive risk mitigation.
• Work collaboratively with internal teams to ensure smooth onboarding, support, and product delivery.
• Track key metrics such as renewal dates, adoption trends, and NPS to monitor account health and intervene early.
• Identify opportunities for upsell and expansion, and shape and close commercial conversations.
• Contribute to best practice development within the team – sharing what works and helping raise the bar across the function.

You’ll have :

• Experience in Customer Success or Account Management, ideally in a tech start up, B2B SaaS or health technology business.
• A proven track record of retaining customers, delivering growth and value whilst managing long-term customer relationships at all organisational levels.
• Strong communication and interpersonal skills, with the ability to engage credibly across clinical, operational, and executive stakeholders.
• A proactive, structured and commercially minded approach to customer management.
• Experience working cross-functionally to resolve issues and advocate for customer needs.
• A genuine interest in healthcare, quality improvement, and the working lives of frontline staff.

Nice to have:

• Experience working in or with healthcare or public sector organisations, especially NHS Trusts or providers.
• Knowledge of clinical environments or quality assurance workflows.
• Experience with tools such as Planhat, Gainsight, or HubSpot.
• Familiarity with SaaS metrics and value communication in tech-enabled delivery.
• Experience in a fast-paced, scaling business with changing priorities and lots of autonomy.
• A genuine interest in healthcare, quality improvement, and the working lives of frontline staff.

Your benefits:  

• Competitive salary
• Commission on upsells and retention
• Company EMI share option scheme
• 25 days annual leave

At Tendable, we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.