Customer Success Manager UKI

At Harrison.ai, we're redefining what's possible in healthcare. Through our diagnostic AI solutions, we're building tools that support clinicians to deliver earlier, more accurate diagnoses and raise the standard of care for millions of patients worldwide.

Our mission is bold but simple: to scale global healthcare capacity and create a fairer, healthier world. By using AI as a co-pilot for clinicians, we're tackling one of healthcare's biggest challenges, the shortage of human expertise, and giving every patient the chance to access timely, high-quality care, no matter where they live.

Because while we're building cutting-edge AI, what we're really building is hope-that everyone can access the healthcare they deserve.

And we're just getting started.

We are in an exciting phase of rapid growth at Harrison.ai and as we continue to grow, we have identified the need to find a commercially astute Customer Success Manager (CSM) to join us. Your role will involve partnering with our sales and services teams to lead customer engagements for the planned expansion of our company and our sales strategies across the UK and Ireland as new customers are onboarded and new products are brought to market.

The CSM role is responsible for ensuring our customers realise true value from the Harrison.ai portfolio of products. The CSM will use Harrison's innovations and technologies to help achieve the customer's goals and solve their needs - driving greater value across multiple domains including clinical, operational and financial. This multifaceted customer facing role will see you become a trusted advisor, partnering with customers in the pre-sales phase and then providing on going clinical, technical and commercial engagement post sales. The result is increased product adoption, customer satisfaction and long term retention.

As part of our Commercial team, this role will see you collaborate and build strong relationships across a wide range of internal and external stakeholders. You will work closely with our sales and presales solution, professional services, marketing and product management teams.

Through joining our exciting, agile and fast growing organisation - you will be given the autonomy and rare opportunity to truly make your mark on our commercial sales evolution and help us establish ourselves globally with a strong client base. In doing so, you will play a vital role in helping us achieve our goal of scaling medical predictions globally to improve patient outcomes and make a positive impact for the world.

• Own the success of your portfolio of customers, ensuring they realise measurable clinical, operational and commercial value from Harrison.ai products and services.
• Design and deliver onboarding programmes that accelerate time to value, driving high clinician adoption and confident use of Harrison products.
• Lead change management with customers and internal teams so that AI is embedded into everyday workflows, supporting safe, sustainable clinical transformation rather than "one off" go lives.
• Deeply understand customer workflows and clinical priorities, providing hands on support during implementation so that end users can use our AI tools effectively and consistently in real world settings.
• Run consultative discovery and presales engagements, defining success criteria and statements of work that link Harrison.ai solutions directly to the customer's strategic, clinical and financial goals.
• Build and execute outcome focused customer success plans that track progress against agreed OKRs.
• Partner with existing customers to surface real clinical impact stories and data, turning them into compelling case studies and references with the marketing team.
• Act as the voice of the customer into Product, synthesising insights and feature requests that shape the roadmap and improve product market fit in NHS and wider healthcare settings.
• Maintain deep, ongoing clinical engagement with existing sites, proactively identifying expansion and upsell opportunities that grow adoption across new sites, pathways and products.

We're looking for a commercially minded customer success professional who is motivated by improving patient outcomes and proving the value of AI in real world healthcare settings. You are confident working with clinicians and operational leaders, and you are comfortable translating between radiology workflows, technology and commercial outcomes.

Must Have

• A degree (or equivalent experience) in Medical Imaging, Healthcare IT or a related clinical discipline.
• An understanding of diagnostic imaging workflows and have worked closely with clinicians and healthcare leaders (for example radiologists, reporting radiographers, service managers or executives) to implement new technology or services.
• Confident with medical imaging IT (for example PACS/RIS, DICOM, HL7) and comfortable learning new digital tools quickly.
• Excellent communicator and relationship builder, able to influence, negotiate and facilitate conversations from end users to executive sponsors.
• Willing to travel around the UK (around 25-40% of your time) to be onsite with customers when it matters most.

Nice to have skills and characteristics:

• Comfortable with data, using survey tools, dashboards and reports to understand adoption, outcomes and opportunities for improvement.
• Experience in Clinical Applications, Customer Success and/or Sales within healthcare, ideally with exposure to medical imaging or health tech solutions.
• Formal project or change management training and familiarity with CRM tools such as Salesforce or be keen to build these skills on the job.

Innovate for Global Good. Join us to pioneer world first AI technology that transforms patient outcomes and helps build a healthier, fairer world.

Collaboration Across Continents. Work with brilliant minds from every corner of the globe in a culture built on trust, autonomy, and genuine teamwork.

Well Funded & Global. Backed by world class investors including Aware Super, Blackbird Ventures, Skip Capital, and Horizons Ventures, we've raised over US$240M to accelerate our global impact.

Scale Your Potential. Tap into yearly L&D budgets, mentoring, hackathons, and secondments-all supported by a transparent growth framework to grow your career.

Flex for Life. Work when and where you do your best-with WFH options, flexible hours, and the autonomy to make an impact your way.

Support for Every Family Journey. From fertility to parenthood, loss, and even grandparenthood-we provide inclusive, thoughtful policies to support families in every stage.

If you're inspired by what we're up to, please apply now and we'll be in touch soon.

We are proud to be an Equal Opportunity Employer. Diversity's not a buzzword here, it's in our DNA. Diverse perspectives shape our culture and make our work better. We're committed to building inclusive teams that represent a variety of backgrounds and skills. We look forward to hearing from you.