Head of Customer Adoption & Value- Primary Care

You will lead the national Customer Adoption & Value function for Primary Care, providing line leadership, coaching, standards and direction to Customer Adoption & Value Leads working within the regional Pod model.  You will work closely with the Services Team to ensure that we remain consistent in our approach to customer success across OneAdvanced.

You will also lead the shared Community capability, with one Community Lead focused on England and one on Scotland, using customer communities, user groups, peer networks, digital engagement and advocacy to scale engagement beyond one-to-one customer interaction.

You will establish a common Customer Adoption & Value operating model across Primary Care (in conjunction with the Services Team), including customer health, adoption measures, value plans, renewal readiness, intervention playbooks, segmentation and consistent ways of working. The model must be sufficiently standardised to create visibility and accountability, while allowing for genuine differences between customers, regions, England and Scotland.

You will create a data-led approach to customer intervention, using product usage, adoption, sentiment, service and commercial signals to identify where customers need help before issues become renewal risks. For high-risk or strategically important customers, you will coordinate focused cross-functional intervention and track whether it produces measurable improvement.

Regional Account Directors remain accountable for the overall customer and commercial performance of their Pod. You will be accountable for the quality, consistency and effectiveness of the Customer Adoption & Value discipline, the performance and development of your team, and the customer outcomes that capability is designed to influence.

• Lead, coach and develop the Customer Adoption & Value Leads embedded across the regional Primary Care Pods, creating a high-performing national team with clear standards, strong accountability and consistent execution.
• Lead the Community Leads for England and Scotland, ensuring community activity is deliberately connected to adoption, customer value, advocacy, retention and growth rather than operating as a standalone engagement programme.
• Define and continuously improve the Primary Care Customer Adoption & Value operating model, establishing common methodologies for customer health, adoption, value realisation, renewal readiness, intervention and advocacy readiness.
• Establish clear customer health measures and thresholds using product usage, adoption, sentiment, service, relationship and commercial signals, giving Pods an accurate and actionable view of risk and opportunity.
• Create a consistent approach to Customer Success and Value Plans, ensuring customers have defined outcomes, appropriate adoption measures, evidence of realised value and clear actions where performance is below expectation.
• Build a scalable customer segmentation and coverage model so that specialist human intervention is concentrated where it creates the greatest value, supported by digital, community and one-to-many engagement for the wider customer base.
• Maintain national visibility of customer health, adoption and renewal readiness, identifying systemic risks, emerging themes and priority interventions across the Primary Care portfolio.
• Work with Regional Account Directors and Account Managers to ensure customer risk is identified and acted upon well before renewal, providing the adoption, health and value evidence required to support retention and GRR / NRR performance.
• Lead or coordinate complex customer recovery interventions where adoption, sentiment or realised value creates material retention risk, mobilising the appropriate Product, Engineering, Professional Services, Support or executive capability.
• Ensure successful transition from implementation into operational adoption, working with Professional Services and the regional Pods to remove hand-off gaps and establish clear ownership of customer outcomes from the outset.
• Develop repeatable adoption and value playbooks for key Primary Care products and workflows, using evidence from successful interventions to improve the effectiveness and scalability of the wider team.
• Ensure Customer Adoption & Value Leads identify unmet customer needs and expansion signals through adoption and value conversations, passing qualified opportunities into the Account Management and commercial process without blurring ownership.
• Build a strong advocacy pipeline by ensuring customers with demonstrable adoption and value are identified early and progressed with the Community Leads into champions, references, case studies, peer engagement and wider advocacy activity.
• Set the national community strategy across England and Scotland, including online forums, regional user groups, peer-to-peer engagement, webinars, newsletters, customer communications and appropriately governed local social activity.
• Use community engagement to scale adoption, share good practice, connect customers with similar challenges and create a stronger sense of customer participation in the OneAdvanced Primary Care ecosystem.
• Create a structured Voice of Customer mechanism, ensuring recurring customer needs, adoption barriers and experience issues are visible to Product, Engineering, Professional Services, Support and the wider Primary Care leadership team.
• Partner with Product and Data teams to improve access to usage and adoption insight, ensuring the team increasingly operates from measurable customer signals rather than subjective assessment alone.
• Establish dashboards, operating cadence and performance measures for the function, giving clear visibility of customer health, adoption trends, interventions, renewal readiness, advocacy progression and contribution to retention and growth.
• Work as a senior partner to Regional Account Directors, helping them prioritise intervention and specialist capacity according to customer value, health, renewal risk and strategic opportunity.
• Operate effectively across the OneAdvanced matrix, influencing functional teams without direct authority and ensuring accountability for resolving the product, service or operational barriers that prevent customers from realising value.
• Manage the capacity, capability and performance of the Customer Adoption & Value and Community teams, identifying where recruitment, skills development, tools, automation or process improvements are required.
• Represent the Customer Adoption & Value function in Primary Care leadership forums and customer settings, championing a culture in which adoption and demonstrated value are treated as core commercial disciplines.

Please note, applicants must have the legal right to work in the UK at the time of application.

• Significant leadership experience in Customer Success, customer value, adoption, customer experience or a comparable customer-outcome-focused role within a SaaS or recurring-revenue business.
• A proven track record of building or scaling Customer Success capability, including operating models, customer health, segmentation, playbooks, performance measures and proactive intervention.
• Experience leading and developing distributed customer-facing teams, creating consistent standards while allowing teams to operate effectively within regional or matrix structures.
• Strong understanding of how product adoption, customer outcomes and realised value influence retention, GRR, NRR, expansion and advocacy.
• Demonstrable experience using customer, product usage and engagement data to identify risk, prioritise intervention and measure whether customer outcomes improve.
• Experience developing value realisation frameworks and helping customers define, evidence and communicate measurable business outcomes.
• Strong operational discipline, with the ability to turn a customer strategy into repeatable processes, clear measures, dashboards and an effective management cadence.
• The ability to balance high-touch intervention for strategic or at-risk customers with scalable one-to-many approaches for a large customer population.
• Experience working effectively across Product, Engineering, Professional Services, Support, Commercial, Marketing and Data teams to resolve customer barriers and improve outcomes.
• Strong commercial awareness and an understanding of recurring revenue economics, renewal risk and the relationship between customer health and long-term account value.
• Excellent leadership, coaching and communication skills, with the credibility to engage senior internal stakeholders and customer executives.
• A collaborative but accountable leadership style, comfortable influencing across a matrix and challenging constructively when customer outcomes are at risk.
• Strong analytical and problem-solving capability, able to move from customer-level detail to portfolio-wide patterns and strategic action.
• A proactive, energetic and improvement-focused mindset, with the ability to build a new capability while delivering meaningful customer outcomes at the same time.

Highly Desirable

• Experience within healthcare technology, Primary Care or the wider NHS.
• Experience building Customer Success capability across a large, distributed or high-volume customer base.
• Experience with customer health scoring, Customer Success platforms, product telemetry or adoption analytics.
• Experience designing and scaling customer communities, advocacy programmes, user groups or peer-to-peer engagement.
• Understanding of NHS Primary Care structures and the differing customer and market environments across England and Scotland.
• Experience leading customer transformation or recovery programmes where adoption, sentiment or retention required material improvement.

Wellbeing that means something

• 26 days’ holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures
• Income protection: up to 75% salary for 5 years if you ever need it
• Pension with 5% matched company contributions
• Life assurance worth 4x your salary from day one
• Free financial planning session with the option to engage in more tailored financial coaching.

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference

• MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover, Health Assessment, Gym Membership

At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.

We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.

OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.

Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.

We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.

Join us and become part of a team that’s powering the world of work and making a real difference.

Learn more at www.oneadvanced.com