Customer Success Manager

About the Position

Customer Success Manager

London

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the science and the clinicians were fine. It was the system around them that failed: the way information moved, the way decisions got routed, and the way fragmented teams and fragmented data turned solvable problems into tragedy.

Our mission is human wellbeing, and we're focusing on the breakthrough technology of personalised medicine. Since the beginning, our proprietary insight has always been that the company to create a true active learning data engine with a loss function against human wellbeing would be the one to crack it, becoming one of the most impactful companies in the world as a result.

We're now in 1,100+ clinics, across 4 product lines, serve >20% of the UK population, and have solved >5.7 million patient cases in the past 12 months alone, saving an estimated 8,600 lives. We are cash flow positive, growing fast, and have a tight crew of ~35 people.

Multiple trillion-dollar companies will be built in healthcare over the next two decades, and we intend to be one of them.

We have a knights of the round table culture with a flat hierarchy, where we empower builders to have outsized impact on millions of lives, and where we collaboratively converge on the optimal action without dogma or ego. We're all here to serve a greater mission than ourselves. The closest analogy for our culture is probably Firefly (the TV series): a small crew on a ship at the frontier, each person exceptional in a specific way, deeply loyal to each other and the mission, resourceful under constraints, and having a genuinely good time doing something that matters. We're carefully curated, lean, and wholeheartedly in.

We’re looking for someone who:

• Has managed a high-volume commercial customer portfolio and owned outcomes such as retention, revenue, expansion, quota or pipeline.
• Is commercially sharp, takes ownership, and can prioritise ruthlessly.
• Builds trust quickly and can coach clinicians and practice managers toward real behaviour change.
• Diagnoses customer problems quickly and pragmatically. You can get to the root cause, make good 80/20 decisions, and unblock customers even when resources are constrained.
• Is highly driven, resilient, and organised. You are intrinsically motivated and on top of everything you need to do.
• Is based in the UK and can regularly visit UK customers.

We welcome relevant experience from customer success, account management, sales, partnerships, or technical support.

Responsibilities

• Work in one of the most important parts of the business with a mission-driven team.
• Own a portfolio of Anima customers end to end, including onboarding new clinics, driving adoption, fanaticism, and best-in-class customer retention.
• Protect and grow the existing revenue base by building deep relationships, spotting churn risks early, and driving expansion conversations.
• Serve as a powerful conduit between users and our product teams, translating clinical and administrative pain points into actionable insights that shape future iterations of Anima.
• Build and iterate on CS playbooks, processes, and data-driven frameworks that make user fanaticism repeatable and scalable as we grow from hundreds of practices to thousands.

Requirements

• Customer Success
• Commercial Sharpness
• Trust Building
• Problem Solving
• Customer Retention

Nice to Have

• Account Management
• Sales
• Partnerships
• Technical Support

We Offer

• Be part of a mission-driven team focused on human wellbeing.
• Work in a flat hierarchy culture with a collaborative and resourceful environment.
• Opportunity to make a significant impact on millions of lives.

About the Company

We are a fast-growing company in the personalized medicine technology sector, with a proprietary insight that positions us to become one of the most impactful companies in the world. We are cash flow positive, growing rapidly, and have a tight-knit team of ~35 people.