Senior Customer Success Manager

Location: Remote (UK)
Department: Business Operations
Reports to: Chief Operating Officer (COO)

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Why join Infix?

Infix exists to make healthcare scheduling simpler, smarter, and more human. Our platform helps NHS teams reduce waiting lists, improve productivity, and make life easier for staff and patients.

We’re a fully remote, values-led startup, and our culture reflects what we believe in:

• We listen to our customers, to each other, and to the challenges of the healthcare system.

• We challenge assumptions, complexity, and the status quo so we can build better solutions.

• We keep it simple in how we work, communicate, and design our products.

• We get it done with pace, ownership, and a genuine team-first mindset.

Joining Infix means real impact, autonomy, and the opportunity to shape how digital change lands in complex healthcare environments. We’re looking for people who care deeply about customers, thrive on ownership, and want to make a genuine difference in how healthcare services are delivered.

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The Role

The Senior Customer Success Manager plays a critical role in ensuring customers achieve meaningful outcomes and have a consistently positive experience with Infix.

This is a senior, hands-on role combining customer leadership, team management, and structured delivery. You’ll act as a trusted partner to customers, a senior escalation point for complex issues, and a leader within the Customer Success function.

Working closely with Product, Transformation, Data and Technical teams, you’ll support customers through onboarding, product updates, and change initiatives — while identifying opportunities to extend value in a way that is genuinely customer-led and sustainable.

This role requires comfort operating in a fast-growing, evolving environment — bringing structure where needed, constructively challenging where appropriate, and always acting in line with Infix’s values.

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Core focus areas

• Fixing issues – proactive ownership and resolution of customer challenges‍
• Customer confidence & happiness – trusted relationships and reliable delivery‍
• Impact & growth – driving adoption, outcomes, and value-led expansion

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Key Responsibilities

1. Customer success delivery & issue resolution

• Own the end-to-end customer experience, from onboarding through live service  and maturity.
• Act as a senior escalation point for complex or sensitive issues, ensuring timely resolution and clear communication.
• Lead the management of customer incidents, rapidly pulling together the right internal stakeholders to diagnose issues, coordinate responses, and drive resolution.
• Proactively identify risks to satisfaction, adoption, or retention and coordinate mitigation plans.
• Work with internal subject-matter experts to resolve specialist or technical queries.
• Build and maintain strong, trusted relationships with key customer stakeholders.
• Provide oversight and guidance to ensure account plans are accurate, up to date, consistently applied, and actively used to drive engagement, delivery, and value.
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2. Team leadership & customer success management

• Provide day-to-day leadership and support to the Customer Success team, including prioritisation and workload management.
• Coach team members on effective customer engagement, issue resolution, and value-focused conversations.
• Support professional development through regular feedback, check-ins, and knowledge sharing.
• Foster a culture of honesty, responsiveness, and evidence-based decision-making.
• Model Infix’s values in day-to-day leadership — listening first, challenging constructively, keeping communication simple, and taking ownership to move things forward.

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3. Customer training & enablement

• Lead the development and delivery of customer enablement programmes supporting onboarding, adoption, and ongoing capability building.
• Create scalable, role-based training materials including guides, walkthroughs, and workshops.
• Ensure customers feel confident and self-sufficient in using the Infix platform.
• Continuously improve training based on feedback, usage data, and product changes.

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4. Product updates & specialty onboarding (project delivery)

• Manage customer-facing delivery of product updates, enhancements, and releases.
• Coordinate communications, training, and readiness activities to support smooth adoption.
• Lead or support specialist onboarding projects, ensuring clear plans, timelines, and stakeholder alignment.
• Track progress, risks, and dependencies, maintaining visibility for customers and internal teams.

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5. Change & transformation support

• Support customers through periods of change, including new functionality, workflows, or service improvements.
• Translate complex changes into clear, practical guidance.
• Work closely with Project Delivery & Transformation and Product teams to ensure customer readiness and minimise disruption.
• Act as a steady, trusted contact during periods of change
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6. Account growth & value-led expansion

• Identify opportunities to extend customer value through additional features, modules, or services based on usage and need.
• Hold value-led conversations that surface unmet needs or future priorities.
• Partner with Commercial teams to support renewals, expansions, and upsell activity.
• Provide insight on customer readiness, timing, and potential impact to inform commercial discussions.
• Ensure all growth activity aligns with genuine customer benefit and long-term success.

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7. Product & customer insight

• Develop strong working knowledge of the Infix product suite.
• Gather structured customer feedback, usage insights, and recurring themes.
• Feed insights into Product, Project Delivery & Transformation, and Operations teams to drive continuous improvement.
• Represent the customer perspective in internal discussions and decision-making.

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8. Performance, metrics & reporting

• Monitor key customer success metrics including satisfaction, adoption, retention, and issue resolution.
• Use data and feedback to identify trends, risks, and growth opportunities.
• Share clear, concise updates with senior stakeholders on customer health and account opportunities.
• Support customer reviews focused on outcomes, progress, and next steps.

Person specification

Experience & background

• Proven experience in a senior Customer Success, Account Management, or Client Delivery role, ideally within a SaaS, digital health, or complex B2B environment.
• Experience managing complex customer relationships with multiple stakeholders and competing priorities.
• Demonstrated success in resolving complex issues, handling escalations, and maintaining customer trust.
• Experience supporting customers through onboarding, product change, or transformation initiatives.
• Experience leading, mentoring, or coaching others, formally or informally.
• Comfortable working in a scaling organisation where processes and structures continue to evolve.

Skills & capabilities

• Strong relationship-builder with the credibility to engage senior customer stakeholders.
• Excellent communicator, able to translate complex or technical concepts into clear, practical guidance.
• Confident in constructively challenging customers and internal teams to achieve the right outcomes.
• Highly organised, able to balance multiple accounts, priorities, and workstreams.
• Data-aware, using insight and metrics to assess customer health, risks, and opportunities.
• Commercially aware, with sound judgement around value-led growth and timing.

Values & ways of working

• Strong alignment with Infix’s values:
  
  • Listens first and seeks to understand context.
  • Challenges constructively with clarity and respect.
  • Keeps things simple and focused.
  • Gets things done, taking ownership and following through.
• Comfortable working with autonomy and accountability in a remote-first environment.
• Collaborative and team-oriented, working effectively across Product, Delivery, Technical, and Commercial teams.
• Calm and resilient under pressure, particularly during periods of customer change.

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Desirable (but not essential)

• Experience working with NHS, healthcare, or other highly regulated environments.
• Understanding of data sensitivity, governance, and compliance in customer-facing roles.
• Experience helping to build or scale Customer Success practices, tools, or frameworks.
  

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How to apply

If this role sounds like the right next step for you, we’d love to hear from you.

To apply, please send us the following:

• Your CV
• A detailed cover letter outlining your motivations, your interest in Infix, and how your experience aligns with the role and our values.
• Confirmation that you hold valid right to work in the UK, as Infix is not currently licensed to sponsor overseas workers.

We review applications on an ongoing basis and will be in touch if your background aligns with what we’re looking for.