Customer Implementation Lead - NHS SaaS | Digital Health

Customer Implementation Lead - NHS SaaS | Digital Health

Salary: £50,000 - £60,000 DOE

Location: London | Hybrid - 3 days office, 2 days home

Contract: Permanent, Full-Time

Ready to lead, not just deliver?

You've successfully delivered software implementations, managed demanding customers and solved problems when projects haven't gone to plan.

But are you ready to have a bigger influence on how implementations are delivered?

Stone Tide Recruitment is working with an established, growing UK healthcare technology company looking to appoint a Customer Implementation Lead.

This is an opportunity to combine hands-on SaaS implementation delivery with team leadership, process improvement and the chance to help shape a growing customer operations function.

Who Could This Suit?

We're particularly interested in two types of candidates.

1. Experienced Implementation Professionals Ready to Step Up

You're currently working as an Implementation Consultant, Senior Implementation Specialist, SaaS Implementation Manager or in a similar customer-facing delivery role.

You know how to manage multiple projects, build strong customer relationships and deliver successful implementations.

Perhaps you're already mentoring colleagues or improving internal processes, but haven't yet had the opportunity to take on broader leadership responsibilities.

2. Established Implementation Leads or Managers

You're already leading software implementations and supporting a team, ideally within healthcare technology.

You enjoy customer delivery but also want the freedom to improve processes, develop colleagues and help build a more effective implementation function.

What You'll Be Doing

Working closely with the Head of Customer Operations, you'll take ownership of customer implementation delivery while helping improve how the wider function operates.

Your responsibilities will include:

Leading SaaS implementations from initial kick-off through to successful go-live.

Managing multiple customer projects, deadlines, priorities and risks.

Building trusted relationships with NHS stakeholders and customer teams.

Coaching, supporting and helping develop implementation colleagues.

Improving onboarding processes, documentation and delivery standards.

Identifying opportunities to make implementations faster, smoother and more consistent.

Working closely with Product, Development and Customer Success teams.

Supporting customer adoption, training and successful transition into ongoing support.

This isn't simply about keeping projects moving. It's about improving the way they're delivered.

What We're Looking For

We're looking for someone who combines strong implementation experience with excellent communication skills, sound judgement and a genuine interest in developing people and processes.

Ideally, you'll bring:

Experience implementing SaaS or enterprise software solutions.

Experience working with NHS organisations or healthcare technology.

Strong project management and organisational skills.

Confidence communicating with customers, senior stakeholders and technical teams.

Experience coaching, mentoring or supporting colleagues.

The ability to manage competing priorities and take ownership when challenges arise.

A proactive approach to improving processes and customer experience.

Experience within Customer Success, Professional Services, digital transformation or software onboarding would also be relevant.

You don't necessarily need to be managing a team today. If you're an experienced implementation professional who has demonstrated leadership potential, we'd be interested in speaking with you.

Why Consider This Opportunity?

More ownership. Take responsibility for implementation delivery and influence how the function operates.

Career progression. Develop your leadership experience and contribute to the growth of an established technology business.