Customer Success Manager (CSM) - UKI Drive customer success and advocacy in healthcare technology while shaping the future of care delivery.
We are seeking a proactive, relationship-focused, and highly collaborative Customer Success Manager to help T-Pro deliver exceptional value to our healthcare customers across the UK and Ireland.
This role is vital to ensuring our clients achieve their desired outcomes, maximise product adoption, and realise ongoing value from T-Pro's solutions.
If you are motivated by customer success, thrive in a fast-paced environment, and are passionate about healthcare innovation, we want to hear from you.
About T-Pro T-Pro is a global leader in healthcare technology, partnering with renowned healthcare organisations, including major healthcare providers and private medical institutions in Ireland.
By leveraging cutting-edge machine learning and AI technologies, such as speech recognition and ambient scribe solutions, T-Pro empowers clinicians to streamline documentation processes, improve care delivery, and optimise organisational efficiency.
Our solutions deliver actionable insights that enhance patient care, reduce risks, and drive operational improvements.
Recognised in the Deloitte Fast 50 for four consecutive years, T-Pro is poised for continued growth, supported by Livingbridge, a leading mid-market private equity firm.
Role Overview As a T-Pro Customer Success Manager, you will own day-to-day customer success across a portfolio of UK and Ireland customers.
You will act as the primary point of contact, ensuring customers realise value from our solutions through effective onboarding, adoption, and ongoing engagement.
You will work closely with Sales, Professional Services, and Support teams to deliver a seamless customer experience, while operating with a high level of ownership and autonomy within a growing Customer Success function.
Key Responsibilities Pre-Sales: Partner with Sales on late-stage opportunities to align on customer outcomes, success metrics, and implementation approach, ensuring a smooth handover into onboarding.
Onboarding Implementation: Lead customer kick-off meetings, coordinate onboarding with Professional Services, define launch plans, and oversee the transition to business as usual (BAU).
Adoption Engagement: Build and execute customer success plans, run regular cadence calls and structured business reviews, and proactively monitor customer health and engagement.
Risk Opportunity Management: Identify and mitigate customer risk, manage escalations appropriately, and uncover opportunities for account growth.
Renewal Readiness Commercial Support: Maintain visibility of upcoming renewals and support renewal readiness through value reviews, stakeholder alignment, and risk mitigation.
Partner with Sales on commercial conversations as required.
Account Planning Growth: Work with Account Executives to align on account plans, surface expansion needs through customer discovery and usage insights (including overages), and support upsell motions with clear internal context and value narratives.
Customer Advocacy: Build advocacy relationships, support case studies, and enable customer references where appropriate.
Internal Collaboration: Collaborate closely with Sales, Professional Services, Support, and Product teams to ensure a joined-up customer experience.
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Product Industry Expertise: Develop strong knowledge of T-Pro's solutions and the UK Ireland healthcare landscape to support effective customer conversations and value-based outcomes.
What We're Looking For Experience: 3+ years' experience in Customer Success, Account Management, or a related client-facing role within healthcare technology or B2B SaaS.
Autonomy Ownership: Comfortable operating with autonomy in a scaling Customer Success organisation, with the ability to prioritise, make decisions, and take ownership of outcomes.
Industry Knowledge: Understanding of the UK and/or Irish healthcare landscape and public-sector procurement processes is a strong advantage.
Customer Focus: Strong interpersonal and communication skills, with the ability to build and maintain relationships with a range of stakeholders.
Commercial Awareness: Comfortable supporting renewal readiness and identifying expansion opportunities in partnership with Sales.
Problem-Solving: Ability to anticipate and resolve customer challenges, and to escalate issues when necessary.
CRM Proficiency: Experience using CRM tools (HubSpot preferred) to manage customer relationships and track engagement.
Collaboration: Willingness to work closely with cross-functional teams and contribute to a positive, results-driven culture.
Mobility: Valid driving license and access to a car for occasional travel to client sites across UK and Ireland.
Why Join T-Pro?
At T-Pro, we offer more than just a job.
We provide an environment where you can thrive, grow, and make an impact.
Whether working from our state-of-the-art offices in Dublin or remotely, you'll enjoy: Performance-Based Rewards: Achievable targets with accelerators to recognise and reward high performance.
Flexible Work Arrangements: Hybrid schedules, adaptable working hours, and 24 days of annual leave.
Wellness Wellbeing: A comprehensive wellness program to support your health and work-life balance, including an annual €1,000 per year (or £ equivalent) wellness allowance.
Vibrant Company Culture: Regular social events, a collaborative workplace, and a strong sense of team spirit.
Career Development: Ongoing training, mentorship, and opportunities for career advancement, with an additional €1,000 per year (or £ equivalent) available for professional growth.
Extra Perks: Full reimbursement for business-related expenses, and cutting-edge sales enablement tools (e.g. Gong) to support and accelerate your success.
Ready to Shape the Future of Healthcare?
If you're an ambitious Customer Success Professional with a passion for healthcare innovation and a talent for account management, we'd love to hear from you.
Apply today to join a market-leading team dedicated to transforming the way healthcare is delivered in Ireland