Customer Success Manager

I quit medicine because I kept watching patients die needlessly, for avoidable reasons. In almost every case, the medical knowledge and clinicians were there. It was the system that failed: the way information moved, decisions got routed, and fragmented teams and data turned solvable problems into tragedy. I started Anima to change that. Our mission is human wellbeing, and we believe personalised medicine will transform it. Our founding insight is that getting there requires a system that learns continuously from care and its outcomes, optimising for human wellbeing. Building that learning engine is the opportunity at the heart of Anima. We're now in 1,000+ clinics across 4 product lines, serving more than 25% of the UK population. We are cash flow positive, growing fast, and have a tight crew of ~45 people who care deeply for each other and the mission. Everyone has real ownership and a voice in decisions. Multiple trillion-dollar companies will be built in healthcare over the next two decades. We intend to be one of them. If you want to work on problems where the stakes are high, you belong at Anima. Your work here will save lives. -- Shun £100k–£150k OTE (£50k–£75k base), plus equity London, Farringdon · At least two days a week in the office, plus regular UK customer visits The role Own a high-volume portfolio of mid-market customers after our Implementation team has onboarded them. You’ll help clinics get lasting value from Anima: driving adoption and behaviour change, protecting and growing revenue, and bringing customer insight into product. This is a hands-on IC role with autonomy over your book. Working alongside dedicated Implementation and Support teams, you’ll focus on ongoing customer success and help shape how we deliver it as Anima scales. What you’ll do Drive adoption and behaviour change. Understand each clinic’s goals, coach clinicians and practice managers, and help them embed Anima into their daily work. Protect and grow revenue. Spot churn risks early, lead retention and expansion conversations, and build relationships across customer organisations. Prioritise across your portfolio. Decide where your time will make the greatest difference, balancing proactive engagement with focused intervention. Influence the product. Translate clinical and administrative pain points into actionable insights for our product teams. Build approaches that scale. Test and improve CS playbooks, share what works, and make strong customer outcomes repeatable across the team. Success means clinics use Anima effectively to achieve their goals, customers renew and expand, and your insights improve our product and customer experience. What you’ll bring Experience owning a commercial customer portfolio, with concrete examples of improving retention, adoption or account growth. The ability to get to the root of customer problems, agree a practical plan and follow through. Confidence leading difficult conversations, explaining complex ideas clearly and coaching people to change how they work. Strong judgement about competing priorities, with evidence of taking initiative and responsibility for outcomes. A record of learning quickly, applying feedback and improving your approach. You’ll spend a substantial part of your week speaking with customers, including regular visits to UK clinics. This role suits someone who enjoys frequent customer interaction and tackling challenging situations. We welcome relevant experience from customer success, account management and other commercial customer-facing roles. Experience managing a high-volume portfolio is particularly useful. Your results and judgement matter more than a particular title or number of years. What we offer Anima should be where you do your life’s best work. We support that with: Time off: 25 days’ annual leave plus 8 UK public holidays, with flexible additional time off. Health cover: private medical, dental, vision and mental health insurance. Parental leave: 12 weeks’ maternity leave at full pay, rising to 24 weeks after two years; 4 weeks’ paternity leave at full pay. Pension: 4% employer contributions, with salary sacrifice and 100% of the employer National Insurance savings passed on to you. Learning: £1,000 annual budget for your development. Fitness: gym subscription matching up to £50 per month. Equipment: a high-spec MacBook and a home office budget. Time together: two full-team off-sites each year, previous destinations include Mykonos and Mexico. Farringdon office: a beautiful new London HQ, with most of the team together at least twice a week. Everyone is welcome at Anima. We strongly believe in building a diverse and inclusive team. If you’re excited by our mission and believe you could do this work well, we’d love to hear from you, even if your experience doesn’t match every point above. If adjustments would help you participate fully in the interview process, please let us know.