Mid-Market Customer Success Manager

Some mid-market CSMs are at their best when the accounts are calm, the renewals are predictable, and the playbook tells them what to do next.

The ones who will thrive in this role think differently. They look at a portfolio and already see what the data isn't telling them - the account about to shift, the expansion no one's asked for yet, the customer underutilising the platform in a way that will eventually cost them. They treat commercial ownership as the most interesting part of the job and understand the impact they have on the wider business. They have the desire to learn how AI is changing what excellent CS looks like and build it into the way they work.

If this sounds like your natural working style, this role is worth reading.

Are you ready to drive real change in healthcare?

At Semble, we're transforming private healthcare with our SaaS clinical system. Already trusted by thousands of clinicians and used in the care of more than 10 million patients, we're the UK market leader in private primary care and the fastest-growing practice management software provider. Following our recent £30m Series C funding round backed by Revaia, Partech, Mercia Ventures, and Octopus Ventures, we're scaling rapidly, and we need an exceptional Mid-Market Customer Success Manager to drive impact across our core customers.

Location

This is a London-based hybrid role. In the Success team, we expect two days per week in our London office, with flexibility for the remainder. Regular client visits are part of the role, and you should be comfortable with travel across the UK.

The role

Private healthcare in the UK is scaling fast. Semble sits at the centre: clinical records, scheduling, billing, patient communications, and the flexibility to connect with virtually everything else a practice depends on. For clinics, a platform they can genuinely rely on means their attention stays where it belongs, on the people in their care and that is what makes this work really matter.

As a Mid-market CSM you will own a portfolio of accounts, with values ranging between £16k-£60k+ ARR, with an average ACV of £20K ARR and growing as Semble scales post Series C. You cover the full customer lifecycle, from sales handover through to onboarding, continual adoption, expansion, and renewal. These are not simple accounts, they involve multi-site practices, complex migrations, API integrations, and multiple stakeholders with different definitions of success. Your job is to understand what each account is genuinely trying to achieve, operationally and commercially, and make sure Semble is central to how they get there.

This is not a role for someone who wants a settled playbook to follow. Post Series C, Semble is scaling quickly and the CS function is evolving with it. NRR is your core metric, and protecting and growing it means working closely across Sales, Product, Support, and Marketing. Your impact on those internal relationships matters as much as what you deliver directly with customers. The expectation is that you bring the discipline of excellent CS practice and the curiosity to challenge how it is done. Using AI to work smarter across a demanding portfolio, spotting patterns before they become problems, always looking for ways to focus more on what matters most - increasing time spent with customers.  You will report to Emma, our Head of CS, and join a team with a high standard and the ambition to keep raising it. Where the people in the role are expected to help shape how it evolves, not just execute within it

What you'll own

• Your portfolio's NRR: A clear, live view of every account: what needs protecting, what is at risk, and where the relationship needs active investment. Your knowledge of your book should be instinctive, not something you pull together ahead of a review.
• The full customer lifecycle: From the moment a new account is handed over from Sales, you own everything that follows - discovery, onboarding, training delivery and continual adoption through to renewal. The quality of how you start a relationship shapes the commercial ceiling for everything that comes after.
• Value and growth across your portfolio: Knowing what your accounts are getting from Semble and where more value exists - for them and for us. You understand the commercial picture across your portfolio and work closely with Sales when the right conversations need to happen.
• Customer insight that lands: You will hear things across 55+ accounts that Product, Marketing, and leadership need to know. Your job is not just to log feedback, but to translate it into specific, actionable input that shapes how Semble develops.

What you'll bring

• CSM experience with named account ownership: A track record of 3+ years managing a commercial SaaS portfolio across the full customer lifecycle - ARR protected, accounts genuinely developed, not just renewals processed. You are KPI literate and can speak confidently to your GRR and NRR performance - with the specific numbers and context to back it up.
• Commercial understanding and NRR ownership: You understand what your accounts are spending and what they should be getting for it. You are comfortable having direct value conversations, know the commercial impact of your work, and treat NRR ownership as a natural part of how you run a portfolio.

• Experience running onboarding for complex accounts: Managing onboardings with genuine complexity - migrations, multiple stakeholders, technical setup, training delivery. Comfortable as both project manager and relationship holder simultaneously, and able to coordinate internally without losing the customer in the process.
• Comfort with a wide product: Experience with software that customers critically depend on to run their operations - not a tool used occasionally by one team. At Semble, the platform touches clinical operations, billing, compliance, and patient engagement across different stakeholder groups.
• A proactive, self-directed working style: You do not take account health at face value. You dig into usage signals, challenge accounts when they are underutilising the product, and flag risk before it surfaces. You bring a plan, not just updates.
• AI literacy and genuine curiosity: Ai is something you are actively engaging with. You are in the early adopter camp: already exploring what AI can do for your workflow, your portfolio analysis, your communications. This mindset matters as Semble builds towards an AI-enabled CS operating model.
• A clear upward trajectory in CS: Ideally including progression within the same organisation, not just lateral moves. We want to see recognition for performance, harder accounts taken on, and capabilities developed that did not come easily.

• Degree educated or equivalent.

Bonus points for:

• Experience working in healthtech or with customers in the private UK healthcare market

Why join Semble? 

• Be part of something big: be part of a mission-driven company transforming healthcare 
• Work with exceptional people: join a smart, ambitious, and supportive team.
• Impact: join an evolving Enterprise CS function with genuine scope to shape how we manage and grow our most strategic accounts

What you’ll get in return

• The great feeling that comes with knowing you do something that matters
• Autonomy and ownership – we’ll set the vision and share the context, then we trust you to run with things – that’s the reason we hire you!
• 36 days off: 25 holidays +bank holidays +3 extra days (birthday and ‘feel good’ days) - that we will expect you to actually take so you can recharge and rest.
• Private health Insurance – covering physical and mental health, as well as dental and optical!
• Get the tech you need -You will get the latest MacBook and take your pick across a wide range of equipment to set up your home office ergonomically.
• Work alongside an inspiring team – our two founders have started Semble after a successful startup exit, and your future colleagues are all knowledgeable and innovators in their field.
• Fantastic office space in Central London, right outside Monument - with a roof terrace, weekly animations, loads of natural light, and cute doggies!
• The usual free bits coming with nice offices (barista coffee, tea, fruits, happy hours and activities...).

We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know.

If you’re ready to take the next step in your career and make a real difference in healthcare, we want to hear from you.