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Client Success Manager

Purpose of the role:

The Client Success Manager (CSM) is a new position at Meddbase, created at a critical stage in our company’s growth. The CSM will work alongside the wider Client Delivery team consisting of the Account Manager, Project Manager and Training Application Manager roles to provide increased value to our clients by utilising our suite of product features.

The CSM is responsible for building and maintaining relationships with existing customers as well as new, remaining the point person for small and mid-market clients during onboarding and throughout their relationship with Meddbase. You will work with clients, as well as internal operations teams to assist with needs such as system configuration, client administration, project coordination and client finances.

CSMs require a keen desire to learn our product functionality, solve customer problems and deliver the best possible experience for our clients. If you’re looking to find a great deal of variety in your day-to-day initiatives, this role will not disappoint!

This role is a great opportunity for someone who is a great communicator, loves working with customers, is commercially savvy and enjoys the fast-paced world of SaaS in the healthcare domain. We are looking for someone with previous experience in a similar role ideally at a B2B software company, who is looking for a new challenge! This role presents an exciting opportunity to be part of and help shape the future of our business.

Main duties and responsibilities:

  • Own the customer lifecycle, from onboarding through to renewal and beyond.
  • Maximise value to our customers by promoting our key product features, using the product to help achieve their business objectives.
  • Provide creative solutions to client problems and challenges.
  • Successfully onboard clients to utilise Meddbase and make operational efficiency gains.
  • Conduct regular client reviews and visits both virtually and on-site.
  • Work alongside our wider operations team to improve client satisfaction, grow account revenue and reduce client churn.
  • Coordinate resources to meet and exceed client needs, while managing client expectations to prevent overload or missed deadlines.
  • Work closely with our client support team to ensure issues are resolved quickly and efficiently.
  • Work collaboratively with internal teams to ensure customer feedback is captured and addressed.
  • Willingness to travel regularly.

Person Specification:


  • Experience in a Client Success, Project Management, or technical support role.
  • Previous healthcare industry experience desirable.
  • Knowledge of the private and occupational healthcare sector is helpful.

Key Skills

  • Able to quickly establish rapport with colleagues and build strong relationships with stakeholders.
  • Excellent communication skills via phone, email and in person.
  • Attuned to opportunities to sell and influence.
  • Ability to work collaboratively and be attentive to client needs.
  • Organised and systematic when dealing with a wide variety of tasks.
  • A self-starter who is highly proactive in building and managing internal/external relationships with key stakeholders and clients.
  • Experience working with the Microsoft Office Suite (Outlook, Word and Excel) to an intermediate level.
  • Willingness to learn and develop technical knowledge of the Meddbase product.

About Meddbase


In 2004, we created a comprehensive healthcare web-application that runs all aspects of a medical practice, from GP practices up to large hospitals groups. Our product enables single and multiple location private medical practices to connect securely to their data from any location worldwide. The business is thriving and we are proudly the leading online medical management system on the UK market.

At Meddbase, we pride ourselves on putting our users first. From innovative software products like patient portals, video consultation, intelligent prescribing and reporting tools to pioneering our API for devices like the Android, iOS and web browsers; we build products that help organise healthcare and make it universally accessible to our customers.

Company Culture

Although our business has been up and running since 2004, we foster a relaxed working environment that has a ‘start up’ feel. Whilst our primary office is in Broad Street in the City of London, we also have a superb new office space in Southampton and post-Covid we are flexible and supportive of staff working from home where possible.

As we grow Meddbase, we’ll aim to keep our teams creative, efficient and customer-focused even as we introduce additional leadership and structure.

Who are we looking for?

We tend to hire creative and passionate individuals who thrive on finding innovative solutions to problems. We do not expect everyone to have a degree-level qualification to join our business. Whilst some roles demand extensive technical skill and ability, we value people with engaging communication skills to interact with our non-technical healthcare professionals. We do expect everyone in our team to take responsibility, share knowledge and act in the best interests of our customers and team mates.

Company Benefits

We offer competitive salaries for all our roles and have an employee profit share scheme. Our working environment is friendly and comfortable. • Our office is located minutes from Liverpool Street Station and Moorgate underground.

Our working hours are 9.00 – 5.30pm with an hour for lunch. You will not be expected to work extremely long hours, as so often happens in software companies. We prefer the approach of ‘it’s a marathon not a sprint’, so we actively discourage working gruelling hours. Ad-hoc home working is also a part of our working culture as we understand the need for flexibility.

Our company benefits (upon completion of probationary) include:
• Life assurance of 4 x annual salary
• Subsidised gym membership
• Private health care (length of service conditions apply)
• Ad hoc and scheduled social events
• Beverages plus fruit & biscuits available for peckish moments
• Quarterly town hall meetings with drinks & snacks
• Opportunities to get involved with our ‘culture committee’
• Optional participation in charity events

Development & Support

Once you join our team, we will ensure you have a thorough Induction to Meddbase and the teams. After 4 months, we set aside time to talk about how you are settling into you role and team. We then progress to holding annual performance reviews but there are lots of informal opportunities to talk about any support you need to thrive at Meddbase.

How to Apply?

If you are interested in this role, or you would simply like to share your CV with us, please send us a PDF copy of your CV and covering letter to [email protected]