Customer Success Specialist – AI Products

Join System C’s evolution in healthcare technology as we lead the way in digital transformation and AI integration. We’re looking for a proactive and technically-minded Customer Success Specialist to play a vital role in helping our customers adopt and gain value from our AI-powered solutions.

At System C, we develop and deliver digital solutions that make a difference to people's lives. This role is part of our enhanced upgrades team – ensuring customers benefit from the latest features, particularly those powered by AI. You’ll be at the heart of our upgrade lifecycle, working closely with internal teams and clients to ensure changes are delivered smoothly and value is maximised.

As a Customer Success Specialist, you’ll act as a trusted advisor and advocate for our clients. You'll guide them through upgrade cycles, facilitate seamless onboarding of AI capabilities, and ensure that each touchpoint delivers measurable value. Your ability to bridge the gap between customer needs and technical solutions will be key to the successful adoption of AI across our customer base.

Key Responsibilities:

• Lead and coordinate software upgrades and AI feature rollouts, ensuring minimal disruption and maximum value for customers.
• Partner with Product and Data teams to align deployment timelines with AI enhancements and strategic customer outcomes.
• Support the onboarding and enablement of AI functionality across customer sites, providing guidance and best practices.
• Identify and engage customer segments well-positioned for early adoption of new AI-powered features.
• Act as a primary point of contact for customers during upgrade and AI onboarding phases, building strong relationships based on trust and value delivery.
• Utilise AI-enabled tools (e.g., chatbots, predictive messaging) to improve support efficiency and responsiveness.
• Gather, analyse, and share customer feedback related to AI usability, performance, and impact.
• Collaborate with QA and Clinical Safety teams to ensure safe and compliant AI adoption.
• Maintain accurate records of upgrade and deployment activity and track key success metrics.
• Prepare and deliver reports on AI adoption progress, customer satisfaction, and support outcomes.
• Contribute to internal knowledge bases, training, and documentation to support ongoing AI adoption.
• Provide customer insights and feedback to influence future product improvements.
• Stay up to date on AI trends and best practices in both healthcare and SaaS customer success.
• Champion the internal use of AI tools to drive triage, automation, and operational efficiency.

Essential Experience & Skills:

• Proven experience in a customer success, technical account management, or similar client-facing role within a software or tech business.
• Strong understanding of software deployment processes, change management, or product onboarding.
• Ability to translate complex technical features into clear value for customers.
• Excellent communication, relationship-building, and problem-solving skills.
• Familiarity with AI technologies and their application in real-world workflows.
• Confident managing multiple projects and timelines simultaneously.

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.