Customer Success Manager (CSM)

The Customer Success Manager (CSM) is responsible for ensuring every patient has a seamless, supportive, and positive experience throughout their care journey. This role blends patient communication, care‑plan coordination, service recovery, and operational oversight to maximise patient satisfaction, retention, and clinical outcomes. The CSM acts as the bridge between patients, practitioners, and administrative staff — ensuring clarity, consistency, and exceptional service at every touchpoint.

Key Responsibilities

1. Patient Experience & Relationship Management

• Serve as the primary point of contact for patient enquiries, concerns, and follow‑up needs.
• Build strong relationships with patients to support trust, compliance, and long‑term care.
• Conduct post‑appointment check‑ins, progress calls, and satisfaction follow‑ups.
• Manage service recovery for dissatisfied patients and esc...