Jason Grant
@jasongrant1
Customer Success Manager leveraging 13+ years to drive retention and platform adoption.
United KingdomWhat I'm looking for
I’m a Customer Success Manager with 13+ years’ experience managing enterprise and SME customer lifecycles across SaaS and technology environments, plus over 20 years in healthcare technology. I bring deep expertise in customer retention, platform adoption and executive stakeholder engagement, including regulated NHS organisations.
I combine commercial ownership with technical understanding to drive onboarding, expansion and long-term value realisation across complex accounts. I’m skilled at aligning cross-functional teams and third-party suppliers to deliver measurable customer outcomes and commercial growth, while staying structured with ITIL v3 and PRINCE2 Foundation.
In my recent role, I managed the end-to-end customer lifecycle and used platform insights, performance data and proactive consultation to improve engagement and retention—leveraging Generative AI tools and workflow automation to improve operational efficiency. I’ve delivered results like targeted campaigns exceeding 90% conversion rates and increasing application clicks by 35%+, and in healthcare environments I’ve maintained 0% churn across managed NHS Trust accounts while leading executive service reviews and managing major escalations through to resolution.
Experience
Work history, roles, and key accomplishments
Customer Success Manager
55/Redefined
Apr 2024 - Apr 2026 (2 years)
Managed the end-to-end customer lifecycle, driving onboarding, campaign optimisation, customer engagement, and account performance through proactive consultation. Delivered recruitment campaigns achieving 90%+ conversion rates and 35% higher application clicks, while growing live job listings 25%+ and application clicks 140%+ year-on-year.
Contract & Account Manager
DeepHealth
Dec 2022 - Jan 2024 (1 year 1 month)
Managed a portfolio of enterprise NHS Trust accounts, overseeing onboarding, contractual delivery, service performance, and renewals for AI-powered diagnostic imaging platforms. Maintained 0% churn across managed Trust accounts and led executive service reviews focused on adoption, operational performance, and continuous improvement.
Owned enterprise healthcare customer accounts, ensuring contractual delivery, SLA performance, and operational service management within complex clinical environments. Acted as a senior escalation point, improving platform adoption and utilisation to support renewals and managing major service escalations to resolution.
Account Manager
Sectra
Dec 2012 - Mar 2017 (4 years 3 months)
Managed enterprise healthcare customer relationships, driving contractual delivery and service performance across regulated NHS and private provider environments. Led major incident management through to resolution and root cause analysis, maintaining strong SLA/KPI performance and identifying service improvement opportunities to support commercial growth.
Incident Manager & Team Lead
Sectra
Nov 2008 - Dec 2012 (4 years 1 month)
Led major incidents and enterprise support operations for healthcare imaging platforms used by NHS customers within ITIL-led environments. Improved service management processes using reporting and trend analysis, managed out-of-hours escalation coverage, and maintained SLA performance across enterprise healthcare customers.
Senior Support Analyst
Sectra
Mar 2008 - Nov 2008 (8 months)
Provided remote and on-site support for enterprise PACS platforms across NHS environments, delivering troubleshooting and system administration. Supported SLA-driven support operations for healthcare imaging systems to ensure reliable service delivery.
Radiology Support Consultant
iSOFT
Oct 2004 - Mar 2008 (3 years 5 months)
Delivered technical support, system administration, and implementation support for radiology and maternity systems in NHS healthcare environments. Supported Oracle/SQL databases, RIS interfaces, and healthcare imaging platforms, providing remote and on-site customer support while resolving integration issues within SLA-driven operations.
Information Systems Manager
ABR Solutions
Sep 2001 - Sep 2004 (3 years)
Managed IT operations across head office and multiple regional branches within a recruitment business environment. Oversaw server migrations, support procedures, and IT asset management, and designed and maintained company intranet and website platforms.
Software Engineer/Trainer
InterSoftware
Feb 2001 - Aug 2001 (6 months)
Delivered software installation, training, and customer support for BACS-enabled payroll solutions across the Midlands and South East. Supported customers through onboarding and troubleshooting to ensure successful go-lives and ongoing usage.
Education
Degrees, certifications, and relevant coursework
Solent University
BA (Hons), Business Administration
BA (Hons) in Business Administration from Solent University.
ITIL v3 Foundation
ITIL v3 Foundation Certificate, IT Service Management
ITIL v3 Foundation Certificate in IT Service Management.
PRINCE2 Foundation
PRINCE2 Foundation, Project Management
PRINCE2 Foundation qualification in project management.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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