Customer Services & Client Success Manager

Do you want to give meaning to your career and play a key role in a fast-growing company, certified Great Place To Work®, and innovating to improve patients’ health?

Join us at Urgo Medical as the Customer Services & Client Success Manager!

Who is Urgo Medical?

Are you looking for a company where your work has meaning, where you can make a real impact and learn every day? At Urgo Medical, we believe innovation can transform lives. Our mission: to help patients heal faster and better, through cutting-edge products and innovative digital services. Some wounds are severe, can become chronic, or may become infected, causing pain and isolation.

We take on this challenge every day by developing solutions that accelerate healing and by leading ambitious projects, such as our goal to create the world’s first artificial skin!

Urgo Medical is also a unique company: French, family-owned (we focus on a long-term vision and put our teams at the heart of our success), the most dynamic in its sector (+10% in 2024), and international (present in 17 countries).

By joining us, you will discover our mission, our foundation, our commitment to local industrialisation, and the authentic energy of our teams. At Urgo Medical, we have many strengths: industrial, R&D, commercial... and all of them are essential. If you want to combine passion, impact, and innovation, this position is for you!

Customer Services & Client Success Manager Role

We are looking for an experienced Customer Services & Client Success Manager to lead our Customer Services function while also owning client success for NHS Trusts using our digital health applications.

This is a hands‑on role combining operational excellence, people leadership, and external client engagement. You will ensure a seamless end‑to‑end customer journey; from order processing through to delivery, while driving strong user adoption, satisfaction, and retention across our digital platforms.

Acting as the internal voice of the customer, you will play a key role in continuous improvement, cross‑functional collaboration, and supporting business growth.

Key Responsibilities

Customer Services Leadership

• Lead, structure, and develop a high‑performing Customer Services team with clear roles, accountability, and performance standards
• Oversee day‑to‑day operations including call handling, order processing, reporting, and administration
• Act as the escalation point for complex customer queries, claims, and issue resolution
• Drive measurable improvements across customer service KPIs (e.g. order accuracy, response times, customer satisfaction)
• Identify and implement process and system improvements to increase efficiency and service quality
• Manage and develop the order processing system, including user training and liaison with Group colleagues
• Build strong working relationships with wholesalers, pharmacies, logistics, and warehousing partners
• Act as a key internal interface across Sales, Marketing, Finance, Warehouse, Business Development, and Industry teams

Client Success – Digital Health

• Serve as the primary point of contact for client support and engagement
• Lead onboarding of new NHS clients, including system setup, training, and ongoing engagement
• Support user adoption by tracking usage data and behavioural trends, working closely with Business Development
• Conduct regular client check‑ins, business reviews, and deliver performance reporting
• Monitor client satisfaction, engagement levels, and NPS scores
• Proactively identify risks to retention and deliver tailored solutions in collaboration with internal teams
• Represent client needs internally, contributing to product development and business cases
• Support system integration and manage administrative access across platforms

Skills, Experience & Attributes

Essential Experience

• Proven experience in Customer Service Management, Customer Success or Account Management
• Demonstrated experience leading and developing teams in a fast‑paced environment
• Strong written communication skills and proven analytical capability to interpret data and performance trends

Key Skills & Capabilities

• Strong, confident leadership style with the ability to inspire and develop others
• Excellent communication and relationship‑building skills across all levels
• Highly customer‑centric, with a solutions‑focused mindset
• Strong organisational skills and ability to balance operational and client‑facing priorities
• Proactive problem‑solver with the confidence to challenge and improve ways of working
• High levels of professionalism, integrity, and accountability
• Confident using and quickly learning new systems and technologies

Technical Skills (Desirable)

• Experience with SAP, Microsoft Office Suite, Power BI, or Notion

About URGO Group

Urgo Medical is part of the French family-owned URGO Group. URGO has two main businesses: Urgo Medical, and Urgo Healthcare, whose mission is to treat everyday ailments. With a turnover of €870 million in 2024, URGO employs over 3,600 people, all committed to fulfilling our healthcare mission.

Did you know? The founder of the group, Hervé Le Lous, shares his entrepreneurial experience and his management vision on Instagram, a great way to discover URGO’s company culture.

Urgo Boss (@urgo_boss)

• Photos and videos on Instagram

Urgo Medical is officially certified Great Place to Work®!

This recognition is based on employee feedback and reflects a culture of trust, care, and commitment.

Join Urgo Medical and help build an environment where everyone can thrive.

Salary: GBP 40000 - 50000 per year