Job Description

Customer Success Executive - PCS

The Role

Reports To

: Head of Customer Success

Banding:

Band 2 - 24,000.00-28,000.00 per year

Location & Term

: Cardiff, Full-time (Monday - Friday), On-site

About the Company

Founded in 2017, Medi2data powers access to consented and curated medical data through cutting-edge technology and specialist services. We streamline and digitise the secure exchange of medical information, supporting GP practices, instructing parties, and patients. By addressing challenges on both the demand (Client Services) and supply (Primary Care Services) sides of the ecosystem, we enable faster, more efficient, and compliant medical data transactions. We are transforming how medical data is accessed and managed in the digital age.

This role is part of our Primary Care Services division, which supports GP practices in streamlining the production of electronic and GDPR-compliant medical reports. We achieve this through two key solutions: eMR, our SaaS platform that enables GP practices to efficiently generate and manage medical reports in-house, and eMR+, our fully managed outsourced medical reporting service, where we handle the entire process on behalf of practices. Both solutions are designed to improve accuracy, security, and efficiency in medical reporting.

We take pride in delivering market-leading solutions, and as an NHS-accredited supplier we uphold the highest standards of clinical governance and data security, giving GP practices confidence in the security and integrity of their medical data. Our technology-driven approach simplifies medical reporting, allowing practices to focus on patient care while ensuring seamless and compliant data transactions.

Job Overview:

We are seeking a proactive and customer-focused Customer Success Executive to lead and support the full customer lifecycle, from onboarding and training to renewals and relationship growth. This role is instrumental in ensuring our customers have a seamless and rewarding experience with our products and services.

As the key point of contact for new and existing customers, you will guide users through onboarding and setup, deliver tailored training, and conduct ongoing account reviews and check-ins. You will

also support contract renewal processes by identifying opportunities and resolving friction points early.

You'll drive continuous improvement by leading Customer Success initiatives, enhancing CRM processes, and collaborating across teams to ensure customer needs are understood and actioned.

This role is ideal for someone who combines excellent communication skills, a problem-solving mindset, and a passion for delivering exceptional customer outcomes.

Key Responsibilities:

Customer Success and Retention

Setup, onboard and train new customers, ensuring a smooth implementation and full understanding of the platform's features and best practices. Deliver engaging training sessions, tailored to customer roles and business needs. Conduct regular account reviews and check-ins to monitor adoption, resolve issues, and identify upsell or improvement opportunities. Prepare for contract renewals, assess account health, usage, and satisfaction. Act as a trusted advisor, building strong relationships that drive long-term satisfaction and retention. Proactively identify and execute customer experience initiatives, such as feedback loops, surveys, or success plans. Lead or support customer experience projects as needed, focusing on initiatives that enhance the overall customer journey and satisfaction Act as the unwavering voice of the customer, consistently advocating for their needs and ensuring their end-to-end experience exceeds expectations. Drive a culture of customer obsession by actively seeking feedback, resolving concerns with urgency, and cultivating strong relationships that turn satisfied customers into enthusiastic promoters of our brand and service.

Cross-functional Collaboration

Collaborate cross-functionally (Sales, Marketing, Operations, Product, Support) to advocate for customer needs and surface insights. Work with internal teams to support smooth handovers, issue resolution, and ongoing engagement across the customer lifecycle.

Data, Reporting & Performance Management

Own and improve CRM-driven processes, ensuring accurate data, clear workflows, and efficiency in customer management. Track customer engagement metrics and use insights to inform strategic Customer Experience improvements.

Skills & Experience Required

Customer Obsession: Demonstrated ability to put customers at the heart of every decision, with a passion for delivering exceptional experiences. Excellent Communication Skills: Strong verbal and written communication, with the ability to empathise, influence, and clearly articulate value. Problem-Solving Mindset: Skilled at identifying issues, investigating root causes, and driving resolution in a structured and proactive manner. Relationship Building: Proven ability to develop trust-based relationships with customers and internal stakeholders at all levels. Data-Driven: Comfortable interpreting customer feedback and behavioural data to inform decisions and drive improvements. Tech-Savvy: Proficient with customer support tools (e.g., CRM systems, helpdesk platforms) and comfortable working in a digital-first environment. Experience: 2+ years in a customer-facing role such as Customer Success, Account Management, Support, or Service Delivery, ideally within a fast-paced or tech-driven environment.
Job Types: Full-time, Permanent

Pay: 24,000.00-28,000.00 per year

Benefits:

On-site parking
Work Location: In person