Customer Success Manager (England Based)

About the company

What's Promptly in a nutshell

Promptly is building the first patient-centered global evidence network, offering real world data sharing and monetization capabilities. Together with a selected network of Partners, we generate new knowledge from harmonized datasets, augmented with the collection of longitudinal patient-reported data and patient-generated digital biomarkers within a secure and privacy-preserving environment.

We answer the question - is this patient treatment the best it could possibly be?

What's our purpose

We exist to empower every patient and every health organization on the planet with evidence on the outcomes of care!

Why do we get up in the morning? Well, most healthcare professionals have chosen to work in healthcare driven by their desire to make a difference in patients' lives. And so have we! We have chosen to follow this calling by addressing the biggest problem in healthcare: the lack of real-world evidence on the outcomes of care.

For us, society denying patients better care due to lack of access to data is unethical, in a world where technology improved so many aspects of our world. Making the right evidence available to healthcare organizations to help prevent one lost life, one care complication, one failed treatment is the moral obligation that big tech companies have - it's our Hippocratic Oath.

At Promptly, everything we do is driven by our core purpose: to promote better healthcare at lower costs for patients every day, by making health outcomes available.

About the role

The momentum

We are seeking a Customer Success Manager based in England, fluent in French, to own the post-go-live relationship with our customers across the UK and French-speaking markets. If you are a career-driven professional with a passion for healthcare technology and want to bring your expertise and best self to work every day, this could be the opportunity you've been waiting for. Exciting stuff!

Role purpose

The Customer Success Manager is the named owner of the post-go-live customer relationship. You are accountable for adoption of Promptly Health products (Collect, Analyse, Explore, Data Federation Network, and RWE), retention of contracted revenue, identification and qualification of expansion opportunities, and turning satisfied customers into active advocates.

You join the customer journey late in the sale, partner with the Project Team during onboarding as the point of continuity and relationship building, and take full ownership of the account from the go-live handover onwards - working side by side with the Account Manager (AM), who owns the commercial relationship. Two named owners per account, distinct lanes, one front door for the customer.

What you'll be expected to do

Adoption & Engagement

• Own the Customer Success Plan - developed with the Project Manager at handover, signed off by the customer, and maintained as a living document.
• Drive sustained, broad, deep usage of Promptly products: ensure users are engaged, active, and getting value.
• Run a tiered engagement cadence - operational check-ins, success plan reviews, and quarterly business reviews (QBRs)

Retention & Renewals

• Monitor account health scores, surface risk early, and convene escalation huddles within 24 hours of a risk trigger.
• Own renewal readiness: build the health and adoption evidence base from renewal minus 180 days, in partnership with the AM, who owns the commercial close and pricing.

Growth & Expansion

• Identify and qualify upsell and cross-sell opportunities - additional users, modules, products, territories, or use cases and partner with the AM through pursuit and close.
• Maintain the account plan and expansion signal log; bring adoption and value evidence to monthly account plan reviews.

Advocacy & Insights

• Convert satisfied customers into references, case studies, and product council members.
• Run the NPS programme and channel structured voice-of-customer feedback to Product, Engineering, and Commercial.

During onboarding

• Act as joint steward of the customer alongside the Project Manager: the PM delivers the project; you build the relationship that will outlast it.
• Receive the handover pack at the formal handover gate, confirm success criteria with the customer sponsor, and become the customer's primary contact from go-live (with a 30-day PM shadow period).

What the role is not

• Not a project manager - scoped delivery (implementation, configuration, integrations) sits with the Project Team.
• Not a tier-1 support agent - you route tickets and own escalations, but do not resolve product issues yourself.
• Not the primary commercial owner - renewal close, contracts, and pricing sit with the AM/Commercial. You qualify and assist.

Qualifications and work experience

• Fluent English (written and spoken) - mandatory.
• Fluent French - preferable
• 3-5 years of experience in customer success, account management, or similar customer-facing roles, ideally within healthcare technology, life sciences, or data-driven environments.
• Domain knowledge: working understanding of life sciences, real-world evidence, clinical research, or health data - sufficient to hold credible conversations with pharma, research, and health system stakeholders.
• Commercial acumen: comfortable contributing to renewal forecasts, qualifying expansion opportunities, and partnering with commercial colleagues through close.
• Analytical: comfortable interpreting product usage data, building success plans against measurable outcomes, and using a CRM / CS platform as a system of record.
• Relational: senior stakeholder management; able to build trust with sponsors and end users alike; confident facilitating QBRs and steering committees.
• Programmatic: disciplined about cadence - runs success plans, health reviews, and renewal cycles to a defined rhythm rather than ad hoc.
• Availability for occasional travel within the UK and across Europe.

Personality and behavioral traits

You are bright, articulate and passionate about being part of a nascent project in healthcare. You are proactive rather than reactive - you surface risk early and run to a rhythm rather than waiting for issues to find you. You are a good communicator, and you are excellent at establishing contacts and building relationships that last. You privilege an analytical approach and an ability to identify the strategic dimension of the issues, and you are measured on customer outcomes, not activity volume.

Position

• Remote-first
• Full time
• Based in England (mandatory)
• Fluent French (preferable)
• Occasional travel within the UK and across Europe

What we offer

• Ownership, defining your own career pathway
• A unique growth opportunity, being one of the firsts on a fast-growing team that will make healthcare better and have a significant impact in people's lives
• Fantastic working environment, with a young and enthusiastic, and talented 50+ team coming from highly reputed players from Healthcare to Unicorn Startups, and leading Multinational companies

Financial benefits

• Competitive salary
• Annual Bonus
• Equity compensation via our ESOP (open to ALL team members of our team)
• Annual allowance for training
• Private health insurance
• Allowance for home-office equipment

Non-financial benefits

• Equal opportunity and inclusive environment
• Flexible work schedule
• Flexible vacation policy
• Corporate events (all-hands; retreats; ...)

What is the recruiting process like

• There is a first interview with your future manager and/or seasoned team members to get to know you and to give you an overview of Promptly and of the job you are applying to.
• Afterwards, you will undergo a technical assessment stage in which you will work on a test task or solve a business case.
• In some exceptional cases, a third interview might take place. Don't worry if this happens. It's because we have a good opinion on you, but there might be something we still need to get clear.
• Finally, you will get your offer and hopefully you'll accept it!
• Also, we would like to notify you that during the final phases of the interview process, we may perform reference checks to validate the information provided in your application, resume, and discussed during the interview.

Our Culture & Values

Empathy - Ownership - Responsibility - Teamwork - Excellence

If you embrace these values, you will thrive at Promptly. We are a purpose-driven company where everyone acts as an owner, committed to improving healthcare through data, technology, and collaboration.

Data Privacy

Your personal data will be processed for the purposes of managing Promptly's recruitment related activities which includes setting up and conducting interviews and tests for applicants, assess and review such candidates and similar activities needed in the recruitment and hiring process. Your personal data will be shared with Proef, a provider engaged by Promptly to help us manage our recruitment and hiring process. For more information about how Promptly processes personal data and information about your rights etc., please see Promptly's/ Proef's Privacy Policy (link to:Policy for management of application (proef.com)).

By submitting your application, you consent to Promptly/ Proef processing your personal data for recruitment purposes and to store such personal data for up to 12 months, unless we receive a request of erasure of the data from you to [email protected], in case Promptly would like to contact you regarding future job openings.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Promptly Health. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Promptly Health may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Promptly Health's Candidate Privacy Notice