Customer Success Executive

We have an opportunity for a Customer Success Executive to join us at Feedback Medical. This role will support customers in developing and optimising their clinical pathways. It is focused on delivering an excellent customer experience, building strong relationships, and ensuring successful project delivery from initial concept through to implementation.

The successful candidate will be an effective communicator, capable of building trusted relationships with stakeholders, and confident in managing projects end-to-end.

About the role

You will report to our Head of Customer Success, and work alongside the product and support team.

• Manage relationships both with primary and secondary stakeholders
• Drive adoption of the product through all customer settings
• Manage and maintain KPI’s for each customer and pathway
• Contribute to the design and implementation of new pathways
• Work alongside our support team to troubleshoot any issues raised by the customers
• Work alongside the product team and customer to map new and maintain existing pathways
• Onboard, train and support the customers usage of the product
• Write and deliver training materials
• Travel to visit clinicians onsite in various UK locations (this will be required every 6 – 8 weeks)
• As Feedback Medical is a small company you may need to take on other roles from time-to-time.

What we are looking for

Essential

• Be able to build and maintain strong stakeholder relationships
• Manage escalations and resolve issues effectively
• Have excellent verbal and written communication skills
• Confident presentation and training delivery
• Project coordination and delivery
• Ability to manage multiple priorities
• Strong time management
• Drive process improvements to enhance customer experience
• Ability to work remotely
• The ability to work within a multidisciplinary team is essential, as is the ability to work independently when required.

Beneficial

• Experience within HealthTech or MedTech environments
• Familiarity with onboarding frameworks and best practices
• Experience in implementation or change management
• Knowledge of MS Project.

Other information

Feedback Medical is currently operating a flexible hybrid working environment. The candidate will be required to attend regular meetings in London. There may be a requirement to travel nationally.

What we offer

• Competitive salary
• Bonus linked to personal and company performance (eligible after successful completion of probationary period)
• Company defined contribution salary sacrifice scheme, or NEST if preferred
• Tax efficient EMI share option scheme (eligible after successful completion of probationary period)
• Generous annual leave provisions
• Flexible, hybrid homeworking options
• Private medical insurance coverage (eligible after successful completion of probationary period)
• Access to Employee Assistance Plan for staff and immediate family
• Enhanced maternity, adoption and paternity pay following one years’ service
• Access to salary sacrifice schemes e.g. cycle to work, electric vehicle
• Funding for professional training and development
• Corporate match for charitable donations made by employees
• Employee referral bonus
• Opportunity to buy and sell annual leave
• Charitable contributions matching

To apply for this position, please fill in the application form below or email recruitment@fbkmed.com

Closing date: 12 June 2026