Head of Customer Success (UK Healthcare) job at London Full Time

Digital Workforce Services (DWF) is an international leader in business automation and technology solutions, with over 200 large organisations relying on the company’s services to drive transformation through automation. DWF’s Outsmart platform and services, including Enterprise AI Agent solutions, empower large organisations to transform knowledge work and drive tangible operational change.

Founded in 2015, Digital Workforce now employs over 200 business automation specialists across the UK & Ireland, the US, and Northern and Central Europe. The company is also listed on the Nasdaq First Growth Market Finland.

Healthcare is the company’s largest vertical, contributing over 50% of DWF’s 28.7m EUR annual revenue. The company has a proven record of automating critical tasks and end-to-end care pathways within healthcare organisations, which continues to transform patient care, enhance productivity, and improve financial sustainability.

DWF’s position within the UK healthcare market has strengthened significantly within the last year, following the acquisition of e18 Consulting Ltd in October 2025. The combined UK healthcare business now serves over 60 NHS customers, and positions DWF as the leading provider of automation solutions to the NHS. If you are curious to read more about our experience within UK healthcare, visit the e18 (a Digital Workforce company) site or check this link.

UK healthcare has been identified as the company’s primary growth driver. This role is fundamental to the success of DWF’s growth plan, with responsibility for driving customer retention, satisfaction, and account growth within a portfolio of existing customers.

Currently, we are looking for:
HEAD OF CUSTOMER SUCCESS (UK HEALTHCARE)

As Head of Customer Success (UK Healthcare), you will be responsible for the retention and growth of our existing NHS customer base. This is a senior leadership role that will have management responsibilities for 5+ senior professionals (Account Directors and Customer Success Managers) within the UK healthcare team. You will also lead the development of Digital Workforce’s customer management model across the global healthcare business. In this role, you will take commercial ownership of the existing UK healthcare account base, strengthen customer partnerships, and build a scalable customer management model across the global healthcare business.

Please note – this is primarily a remote (UK based) role, but regular travel to customer sites and in-person team events is expected. Occasional international travel within Europe and to the US may also be required.

What You Will Do:

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  Lead an experienced team of professionals: lead, coach, and develop a team of 5+ Account Directors (ADs) and Customer Success Managers (CSMs) in the UK healthcare team, building a strong performance culture based on accountability, collaboration, and customer centricity.

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  Own retention and growth across the current customer base: drive account retention, development, and long-term customer value across our UK healthcare business.

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  Drive detailed account planning and oversee execution: work closely with the team of ADs and CSMs to develop growth plans for each account and oversee their execution.

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  Act as strategic account lead: take direct ownership of customer success within a select few strategic customers, build senior customer relationships, and position Digital Workforce as a trusted long-term transformation partner.

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  Develop a customer management model for the global healthcare business: implement consistent customer management models, governance, planning practices, key performance indicators, and operating cadence for the global healthcare business.

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  Align across teams and functions: work closely with internal stakeholders and external partners to improve quality, customer experience, and delivery outcomes.

What we offer:

A chance to join a market-leading, enterprise-grade automation and AI provider with a strong growth trajectory

An opportunity to play a key role in the fast-paced, high-performing UK healthcare team at the core of the company’s strategy

The ability to drive meaningful transformation across the NHS through automation and AI

An international work environment and collaborative culture

Encouragement for learning and self-development

We might be looking for you, if you match these criteria:
A background working in or with the NHS; experience in Nordic or US healthcare markets is considered an advantage, but is not required

Strong leadership experience and the ability to develop teams, drive accountability, and create clarity in execution

Experience in automation, technology-enabled services, or digital transformation

Demonstrated ability to build and scale governance structures and/or effective cross-functional ways of working
Strong commercial mindset combined with a genuine commitment to customer value and long-term partnerships
Finnish and/or Swedish language skills are considered an advantage, but are not required

OTE Range: £120k – £160k per annum

Join us in redefining healthcare through automation and AI. If you are passionate about customer growth and strategic leadership, we would love to hear from you.

Apply with your CV or LinkedIn profile by 31st of May. Please note that we will start interviews as soon as suitable candidates are identified and may close the job post earlier.

We do not use AI-based tools when assessing candidates. The first stage for this recruitment process will be a one-way video interview. This allows us to include and consider a broader range of candidates in a fair and flexible way.