Customer success & implementation manager

We’re looking for someone with strong experience in customer success, operations, implementation, or digital transformation in healthcare to help large healthcare organisations deploy and adopt Concentric successfully across the UK and internationally. The role builds on our existing impact, supporting over 2 million patients each year, helping patients and clinicians make better, more informed decisions together.

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. With Concentric already embedded in over 40 large healthcare organisations, including some of the most respected healthcare institutions in the world, you’ll be starting from strong foundations, while still having plenty of opportunity to bring experience, fresh ideas, and energy to how we manage customers, improve processes, and support safe, effective adoption.

As a key contact for organisations deploying Concentric, you’ll need to be a confident and thoughtful communicator, able to build trust and adapt your style for different audiences, from project managers and technical leads to clinicians, operational teams, and patients. We’re a small, busy, remote-first team, so proactivity and autonomy are important, but you’ll be supported by friendly, approachable colleagues, regular check-ins, and a shared commitment to doing high-quality work.

On a day-to-day basis, your primary responsibility will be managing deployments across all stages of the process, from contract signing through to go-live, rollout, and longer-term adoption and optimisation. A fundamental part of this involves working closely with our integrations team to support technical integration and the ongoing management of Concentric within each healthcare organisation’s 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 a range of digital applications, such as Google Workspace, Slack, Notion, and Zendesk.

A strong understanding of healthcare, particularly the NHS, and the realities of implementing new digital solutions in complex organisations will be important. Familiarity with clinical and information governance processes, such as DPIAs, clinical safety case reports, and related approval processes, will put you in good standing. You’ll use this knowledge, alongside strong communication and relationship-building skills, to engage clinicians, managers, and operational teams across different levels of seniority, supporting safe, timely adoption of Concentric. With this in mind, experience in communications, change management, or working with large organisations would be welcomed.

As a small team, we take a practical, all-hands-on-deck approach. Your core focus will span customer success, implementation, and support desk management, and you’ll need to be happy taking on hands-on administrative responsibilities as part of that. The breadth of the role also means there will be opportunities to get involved in work beyond the day-to-day and expand your skill set. This may include supporting business development through conferences and events, contributing to marketing and communications, making sense of customer feedback and feeding insight into our product process, and visiting customers across the UK.

Your focus

• Project management: Working closely with the Clinical Operations Lead to ensure the smooth running of multiple concurrent deployments at different stages. This will include aligning operational and integration work, monitoring progress, maintaining documentation, and removing blockers to support successful go-lives and updates to existing integrations. Typically, you’ll be supporting around 5 to 7 deployments in active implementation, and around 10 to 15 organisations in post-go-live rollout, supporting broader adoption after initial clinical go-live, at any given time.
• Customer success and account management: Supporting customers as they move from implementation into business as usual, working collaboratively to problem-solve, optimise their use of Concentric, and identify where further support or focus is needed.
• Developing the customer success function: Improving internal processes, streamlining systems, and supporting consistent, high-quality customer management as Concentric continues to grow.
• Managing the Concentric support desk: Taking ownership of our support desk via Zendesk, including triaging and responding to inbound queries, coordinating input from colleagues where needed, and identifying themes from support activity.
• Internal communication: Keeping 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: Supporting wider activity where helpful, including business development through conferences and events, customer demonstrations, marketing and communications, customer visits, and feeding customer insight into our product process.

About you

We’re looking for someone who:

• Has experience in customer success, operations, implementation, digital transformation, or a similar role in healthcare, and understands the NHS context, including operational structures, implementation challenges, and relevant governance or compliance requirements.
• Builds relationships naturally and communicates clearly, both verbally and in writing, with different audiences, including project teams, clinicians, operational leads, and patients.
• Is proactive and curious, taking the initiative to learn about our business, customers, subject matter, and application, and using that insight to bring ideas for improving customer management, project management, and operational processes.
• Is organised and comfortable managing a broad, shifting workload, quick to get to grips with new information, and comfortable making prioritisation decisions in the face of competing and moving demands.
• Enjoys working in a small team, in a role with variety, flexibility, and some ambiguity, and is comfortable working independently with the judgement to know when to seek support.
• Believes in our mission to shift consent and shared decision-making in healthcare towards something more transparent, empowering, personalised, and genuinely shared, and aligns with our values of quality, conviction, and openness.
• Is UK-based and open to occasional travel across the UK to visit customers, represent Concentric at conferences, and attend other events as needed.

How to apply

Email chloe@concentric.health with your CV and a short cover letter outlining your experience and why you’d like to join the team. Feel free to include a 1-2 minute intro video, optional but encouraged.

Key colleagues in this role

Chloe Fox

Clinical operations lead

Chloe leads clinical operations at Concentric, overseeing deployment, support, and optimisation. The successful applicant will work closely with Chloe to strengthen customer success, implementation, and support.

Adrián Enríquez

Elm engineer

Alongside frontend development, Adrián also works with healthcare organisations' technical teams to integrate Concentric, supported by the clinical operations team.

Bowie Lau

Content clinician

The clinical operations team liaise closely with the content team, including Bowie, as content requests represent a significant proportion of support queries.