Job Description

Customer Success Manager (Implementation & Onboarding)

Derby (Hybrid Working Available)

38,000 - 45,000 Depending on Experience + performance bonus

About HearLink

HearLink is a fast-growing, UK-built CRM and practice management platform designed

specifically for the audiology sector

. HearLink combines powerful technology with real-world understanding to help hearing care organisations operate more efficiently, deliver better patient outcomes, and scale with confidence.

With a rapidly expanding customer base across the UK and Ireland, we're now looking for a

Customer Success Manager

to own the journey from "yes" through to long-term success.

The Role

This is a

key, customer-facing role

sitting at the heart of HearLink.

You'll take ownership of accounts

from the point they commit following a demo

, leading onboarding, implementation, migration planning, training and ongoing success. You'll act as the customer's main point of contact while internally coordinating product, development, data and support teams to ensure a smooth and confident transition onto HearLink.

This role is ideal for someone who enjoys

owning outcomes

, managing multiple stakeholders, driving timelines, speed to live and helping customers genuinely get the most from a platform.

Key Responsibilities Onboarding & Implementation

Own new customers from post-demo agreement through to go-live Create clear onboarding, migration and implementation plans Manage timelines, dependencies and expectations Coordinate internal resources to ensure smooth delivery

Data Migration & Setup

Plan and oversee data migrations from legacy systems Work closely with internal technical teams to ensure accuracy and continuity Ensure system setup aligns with customer workflows and objectives

Training & Adoption

Deliver onboarding and training sessions (remote) Support customers through early adoption and change management Ensure users are confident, capable and self-sufficient on HearLink

Customer Success & Account Ownership

Act as the primary point of contact for assigned accounts Proactively ensure customers are using HearLink effectively Identify opportunities to improve adoption, usage and outcomes Support long-term retention and customer satisfaction

About You

You don't need to come from audiology specifically -- but

SaaS, healthcare, or CRM experience

is a strong advantage.

You'll likely have:

Experience in

Customer Success, Implementation, Onboarding or Account Management

Strong project coordination and organisational skills Confidence working with customers at all levels (including directors) The ability to explain technical concepts clearly and calmly A proactive, ownership-driven mindset Comfort juggling multiple implementations at once Experience in delivering training

Nice to have (but not essential):

SaaS or software implementation experience Data migration or systems onboarding exposure Healthcare or regulated-industry background

What We Offer

Competitive salary

38,000 - 45,000 DOE

Performance-related bonus Hybrid working (Derby HQ with home working flexibility) A genuinely influential role in a growing tech business Direct input into product evolution and customer experience Clear progression as the Customer Success function grows Supportive, ambitious team with strong industry expertise
Why Join HearLink?

This isn't a "tick-box" support role.

You'll be:

Trusted to

own the customer journey

Involved in shaping onboarding and success processes Working with a product that's evolving rapidly Joining at a stage where your impact is visible and valued Have the opportunity to have managerial / head of department as the team grows
Job Types: Full-time, Permanent

Pay: 38,000.00-45,000.00 per year

Work Location: Hybrid remote in Derby, DE24 8HR