Customer Success Manager – Medical Devices –  Birmingham – £50 – £60,000 – + Benefits

Delivering outstanding customer experiences is critical within the medical device sector, where product performance, compliance, and customer trust directly impact patient outcomes. We are recruiting for a Customer Success Manager to join a growing and innovative medical device company based in Birmingham.

This is a permanent role focused on managing and developing customer relationships, ensuring successful onboarding, adoption, and long-term satisfaction with highly technical medical devices. The successful candidate will act as a trusted partner to customers, supporting them throughout the customer lifecycle while working closely with internal teams including sales, service, regulatory, and product specialists.

The role offers a hybrid working model, with a combination of home working and time spent in the Birmingham office, as well as occasional customer site visits where required.

As Customer Success Manager, you will be responsible for ensuring customers gain maximum value from the company’s medical device portfolio. This will include delivering product training and demonstrations, supporting implementation, managing renewals, identifying opportunities for account growth, and proactively addressing any issues or escalations. You will play a key role in driving customer retention, satisfaction, and advocacy.

Given the regulated nature of the medical device industry, candidates must be comfortable working within compliance-driven environments and adhering to quality, safety, and regulatory standards. Experience within medical devices, healthcare technology, life sciences, or other highly regulated technical sectors would be highly advantageous.

Key responsibilities will include managing a portfolio of customer accounts, conducting regular account reviews, coordinating onboarding and training, maintaining accurate CRM records, and feeding customer insights back into the wider business to support continuous improvement.

We are looking for a candidate with experience in Customer Success, Account Management, or Technical Customer Support, ideally within a B2B medical, healthcare, or technical product environment. Strong communication skills, stakeholder management, and the ability to explain technical concepts clearly to non-technical users are essential.

Based in Birmingham, this role is easily commutable from Solihull, Coventry, Wolverhampton, Walsall, Dudley, West Bromwich, Redditch, and Tamworth.

Zero Surplus is a specialist commercial recruitment agency. Based just outside Cambridge, we source commercial and customer-facing professionals for small and international businesses across the South of the UK.

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