Customer Success Manager - UK Public Sector

📋 Description

• • Own the end-to-end success of Generative AI programmes across Whitehall departments, NHS trusts, local councils, police forces and other UK public bodies, translating political mandates into secure, citizen-centric AI solutions that demonstrably improve service delivery and reduce cost to serve.
• • Build and execute 90-day onboarding plans that move from discovery workshops with Permanent Secretaries and Chief Digital Officers to production deployments inside IL3/IL4 accredited environments, ensuring every milestone satisfies both NCSC cloud security principles and departmental risk appetites.
• • Translate complex AI capabilities into plain-English business cases that win Treasury approval, combining quantitative ROI models (e.g., £3.2 M annual savings from automated Freedom-of-Information triage) with qualitative benefits such as improved accessibility for neuro-diverse citizens.
• • Serve as the single point of accountability for multi-stakeholder governance boards that include SIROs, Data Protection Officers, procurement leads and frontline service owners; chair monthly steering committees and quarterly ministerial briefings, escalating blockers before they threaten delivery timelines.
• • Design reusable playbooks that accelerate future deployments: secure data-ingestion pipelines for sensitive health records, prompt libraries aligned to GOV.UK style guides, and red-team exercises that satisfy both ICO AI auditing frameworks and NHS Digital’s DSPT requirements.
• • Champion ethical AI standards by embedding explainability, bias-mitigation and human-in-the-loop controls into every workflow; run citizen panels and accessibility audits to ensure models serve all demographics, including digitally excluded groups.
• • Track and report KPIs that matter to the public sector: reduction in casework backlogs, citizen satisfaction (CSAT) scores, digital-take-up rates, and cost-per-transaction; publish transparent dashboards on GOV.UK performance platforms to maintain public trust.
• • Influence Cohere’s product roadmap by feeding anonymised field insights to engineering teams—e.g., the need for on-prem inference containers that run on MODNET or the demand for smaller fine-tuned models that meet NHS carbon-reduction targets.
• • Mentor junior CSMs and delivery consultants on the nuances of UK public-sector culture, from navigating the OJEU tender cycle to writing ministerial submissions that secure continued funding for AI transformation programmes.
• • Maintain active SC clearance and proactively pursue DV clearance when required, modelling best-practice security hygiene and guiding customers through the personnel-vetting maze so that project teams can access the data they need without delay.