Customer Success Manager

Who are we?

Based in Chorley, Lancashire, Cegedim Rx is a leading provider of digitalhealthcare solutions that empower pharmacy professionals to deliver safer,faster, and smarter patient care. Our innovative product suite spans the fullpharmacy journey from clinical services, dispensing and patient engagement,through to business management and pharmacy governance - enabling our customersto operate more efficiently while delivering exceptional outcomes.

We're on a mission to redefine what customersuccess looks like in the pharmacy sector, not just through software adoption,but by helping our customers unlock measurable return on investment acrosstheir estate.

About theRole

As a Customer Success Manager, you will lead ahigh-performing team of Customer Success Specialists (Trainers) and serve as astrategic partner to our pharmacy clients. Your mission is to ensure that everycustomer realises the full value of our solutions, from seamless onboardingthrough to long-term business impact.

You will be responsible not only for drivingcustomer satisfaction and retention but also for coaching and supporting yourteam to deliver exceptional training, proactive engagement, and scalablecustomer success initiatives.

Key Responsibilities include:

Customer Success Leadership

Own the end-to-end customer success journey, from onboarding through adoption, value realisation, and renewal

• Translate our success strategy into actionable plans and measurable outcomes for the team
• Ensure consistent delivery of a high-touch, outcomes-based experience across our customer base
• Team Management & Development
• Line manage a team of Customer Success Specialists responsible for customer training and early-stage engagement
• Provide coaching, guidance, and performance development to help your team deliver excellence at every customer touchpoint
• Ensure your team is aligned to the right priorities and continuously improving through data-driven insights and customer feedback

ROI & Value Realisation

• Build and maintain customer success plans aligned to the client's commercial and clinical goals
• Use customer data to surface insights, identify ROI opportunities, and drive performance improvement

Strategic Relationship Management

• Serve as a trusted advisor, ensuring customers get the most from our product suite across all locations
• Own regular success reviews and executive check-ins

Customer Enablement Oversight

• Oversee the delivery of engaging, tailored training delivered by your team
• Ensure training sessions are aligned to pharmacy roles, workflows, and strategic priorities
• Champion a culture of continuous learning, process standardisation, and high impact enablement

Adoption & Retention & Growth

• Proactively monitor adoption and engagement health across your team's customer portfolio
• Identify risks early and take action to protect customer health, satisfaction, and renewal
• Work cross-functionally to identify and deliver upsell/cross-sell opportunities

Voice of Customer

• Champion the customer internally by capturing and sharing feedback, trends, and product improvement opportunities
• Feed into product discovery processes to inform the future roadmap