Customer success & implementation manager
Posted on May 22, 2026 (about 2 hours ago)
Who we are
We’re a small, friendly, clinically-led team focused on shifting the consent and shared decision-making process in healthcare: iteratively evolving the norm to one that is transparent, empowering, personalised, and genuinely shared between clinician and patient. By now, Concentric is used by over 15,000 clinicians, supporting around 40,000 patients each week.
The role
Working closely with Chloe Fox, our Clinical Operations Lead, you’ll form a core part of the small team responsible for supporting customers, refining our implementation approach, and building our customer success function as use of Concentric continues to grow.
This is a hands-on, fast-paced role with real scope to shape how we work. You will manage deployments across all stages of the process, from contract signing through to go-live, rollout, and longer-term adoption and optimisation, and work closely with the integrations team to support technical integration and ongoing management of Concentric within healthcare organisations' systems.
This is not a technical role, but you’ll need to be comfortable working at the interface between customers, operational teams, and technical colleagues, understanding integration requirements, and keeping everyone aligned on next steps. You’ll also need to be comfortable using Google Workspace, Slack, Notion, and Zendesk.
Your focus
- Project management: Work closely with the Clinical Operations Lead to ensure the smooth running of multiple concurrent deployments at different stages. Align operational and integration work, monitor progress, maintain documentation, and remove blockers to support successful go-lives and updates to existing integrations. Typically support ~5–7 deployments in active implementation and ~10–15 organisations in post-go-live rollout at any given time.
- Customer success and account management: Support customers as they move from implementation into business as usual, problem-solve, optimise their use of Concentric, and identify where further support or focus is needed.
- Developing the customer success function: Improve internal processes, streamline systems, and support consistent, high-quality customer management as Concentric continues to grow.
- Managing the Concentric support desk: Take ownership of the support desk via Zendesk, triage and respond to inbound queries, coordinate input from colleagues where needed, and identify themes from support activity.
- Internal communication: Keep the wider team informed of key customer updates, risks, priorities, clinical content development needs, and product opportunities informed by customer feedback and your own judgement.
- Wider contribution: Support business development (conferences and events), customer demonstrations, marketing and communications, customer visits, and feed customer insight into the product process.
About you
Experience in customer success, operations, implementation, digital transformation, or a similar role in healthcare is required, with a strong understanding of NHS context, operational structures, implementation challenges, and relevant governance or compliance requirements.
You should build relationships naturally and communicate clearly with different audiences, be proactive and curious, organised, comfortable managing a broad shifting workload, and enjoy working in a small, remote-first team. The role requires UK-based applicants and occasional travel across the UK.
Salary and benefits
Salary: £60,000 per year plus EMI share options. The role is advertised full-time; 80% FTE applicants will be given equal consideration.
Remote working (employees mostly in the UK). Office/co-working costs covered and equipment provided. Team away weeks are fully expensed every few months.
25 days holiday per year plus bank holidays. Support for CPD and personal development relevant to the role.
Key colleagues in this role
Chloe Fox — Clinical operations lead (main point of contact for deployments, support, and optimisation).
Adrián Enríquez — Elm engineer (supports technical integrations).
Bowie Lau — Content clinician (supports clinical content requests).
How to apply
Email [email protected] with your CV and a short cover letter outlining your experience and why you’d like to join the team. You may include a 1–2 minute intro video (optional but encouraged).
Closing date for applications: Sunday, 24 May 2026.