Customer Success Associate

Let's make the NHS the most advanced healthcare system in the world 💙

The world’s best healthcare, for free. It's not a new idea, it's called the NHS. But the largest healthcare provider is fundamentally broken. So we’re on a mission to fix it with technology that actually works.

We love the NHS because it’s accessible to all, free at the point of delivery and employs millions up and down the UK. But we've all read the headlines. It's under intense pressure with rising costs, GP strikes, budget uncertainty and an ageing population. Which means longer wait times, fewer appointments and lower quality care for the people who need of it most.

*The NHS is beautiful, but broken.*

We're focused on relentlessly automating repetitive processes within the NHS. And we’ve had great early success. Our first product, Automated Registrations, is already used by 24% of GP practices in England. With this wedge in the market, we're now building more powerful tech that unlocks access to healthcare for the entire nation. Check out bookable.health for a sneak peek.

⛩️ Our Principles

Exciting challenges lie ahead—guided by our principles, we’ll meet these challenges with a thoughtful and caring approach to support our community of NHS GP practices. These principles drive everything we do at Healthtech-1:

• 💙 Care deeply

• 🏋️‍♀️ Work hard

• 🤝 Be your word

• 💬 Trust in radical truth and transparency

• 🚀 Do your life's best work

• 🥳 Find the fun

Read more about our principles in the Healthtech-1 Handbook.

This is not a traditional Customer Success role. You’ll sit at the centre of product adoption, customer growth, and operational execution and owning the most critical stage of the customer journey and helping turn early traction into long-term success.

If you thrive in fast-paced environments, enjoy solving problems, and want to play a key role in scaling a HealthTech startup, we’d love to hear from you.

Snapshot of what's on offer:

Office Location:

- Stratford (E.London) - 4 days onsite & 1 WFH

What You’ll Be Responsible For

Customer Onboarding & Adoption

• Own onboarding for new customers from initial activation through to successful adoption

• Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs

• Drive early engagement and ensure customers are actively using the platform

• Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes

• Act as the primary point of contact during the early customer lifecycle

• Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation

Product Launch & Growth

• Drive the successful rollout and scaling of new flagship products

• Drive upsell opportunities across existing customers and contribute to wider growth targets

• Identify and manage early adopter customers to ensure strong activation and retention

• Troubleshoot customer issues in real-time to create a smooth and successful launch experience

Product Operations & Process Building

• Build and refine onboarding, support, and operational processes from scratch

• Use AI tools and automation to improve onboarding, tracking, and internal workflows

• Create scalable playbooks and documentation for future product rollouts

• Track customer usage, feature adoption, and rollout performance

Customer Insights & Cross-Functional Collaboration

• Gather structured and unstructured customer feedback

• Translate customer insights into actionable product and operational improvements

• Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoption

• Identify recurring issues, feature gaps, and opportunities for optimisation

What Success Looks Like In Your First 3 Months

• Upsell target delivered on time, with strong activation among early adopters

• A clear, repeatable onboarding playbook that did not exist before you joined

• Product and engineering trust you as the voice of the customer

• Retention and usage metrics are being tracked and showing early positive signals

By Month 1: Get up to speed, start onboarding

• Understand the product, the customer base, and where the biggest opportunities are

• Map existing customers by upsell readiness and product fit

• Shadow customer calls and get hands-on with all internal tools

• Kick off first upsell conversations and launch initial onboardings

• Identify and implement 3 quick wins to improve the onboarding experience

By Month 2: Full upsell sprint - scale outreach and drive activation

• Refine the upsell pitch based on what is working; cut what is not

• Scale outreach using AI tooling to automate follow-ups and personalise at volume

• Run structured feedback sessions and write first batch of product improvement tickets

By Month 3: Target hit - now build for what's next

• Hit the target and make sure customers are using the product to its full potential

• Audit the full customer journey and formalise onboarding and support processes

• Set up dashboards and tracking for adoption, usage, and churn signals

• Design a post-onboarding check-in cadence to maintain engagement

• Deliver a retrospective: what worked, what did not, and what comes next

About You

• 1+ years experience in a customer-facing, operational, commercial, or startup environment

• Excellent communication skills with confidence running calls and building rapport quickly

• Commercially minded with the ability to connect product usage to customer value and outcomes

• Highly organised and comfortable managing multiple customers and priorities simultaneously

• Energised by fast-paced environments and excited by solving problems

• Proactive, adaptable, and willing to operate as a generalist where needed

• Interested in AI, operational efficiency, and helping build scalable systems

• Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth

• Passionate about improving healthcare through technology

💙 A Bit About Us

💙 We’re all NHS staff. We’re inside-outsiders. Trusted with one of the biggest datasets in the world.

🏥 Our office is within a GP practice. This is our unfair advantage. Got a question? Pop down the corridor. Want to learn how your work affects real patients? Pop downstairs to reception.

💪🏼 4 days in the office and 1 day WFH. We highly prioritise in-person communication and prefer candidates who want to work 4+ days a week in the office. Our anchor days are Mon, Tues and Fri. Homemade breakfast and lunch are on the house every day when you're in the office, ensuring you're fuelled for success!

🌀 We work in growth cycles. Every 8 weeks we do the same set of activities. 1 week outside of Business-as-Usual to research, strategise, plan our work. 7 weeks to knuckle down and deliver it.

🤝 We’re highly collaborative. One of the benefits of a high trust team is we often work autonomously, but as a team we’re very collaborative by nature. Two heads are often better than one, and we frequently lean on each other to solve problems together.

🤜🏽 We’re backed by industry leaders. We’re on the DigitalHealth.London Accelerator, backed by the NHS Clinical Entrepreneur Program, winners of the London Business School Healthtech Challenge, Innovate UK, and Y Combinator (S23).

🚀 An opportunity for real upside

🎢 Every 8 weeks we take a day off to socialise as a team. In the past we’ve hiked box hill, raved at All Points East and spent one rainy day at Thorpe park. This works out as 6 working days a year.

🍽️ Homemade breakfast and lunch are on the house when you're in the office, ensuring you're fuelled for success!

🧘‍♂️ An additional 7 days of paid leave is available if you want to take time to learn how to meditate.

💫 Tooling; You’ll have your choice of operating systems and any additional tools you need to do your best work (e.g. keyboard, additional monitors, mouse etc). If you’re on our Engineering teams you’ll receive the latest MacBook Pro and our Growth & Ops teams receives a MacBook Air.

🩺 We know health and family come first which is why we have a generous sick leave policy with additional days that can be taken for mental health leave.

✈️ We prioritise time outside of work to bond, once a year we’ll holiday together! Destination chosen by popular vote. In 2025, we spent 8 days in a surf camp in France!

👎 No private medical insurance, because we believe in the NHS and we are here to improve it!

🚕 If you choose to work late in the office, you can expense dinner after 7pm and an Uber home after 9pm, or earlier if you feel unsafe travelling in the dark. This is optional and about wellbeing, not performance or expectations.

⛵️And of course, an adventure of a lifetime!

🌈 Inclusive & Diverse by Design

We care about building a product that is loved and a culture that is rich in perspectives, experiences, and backgrounds.

Our team represents more than ten different cultures. We come together every lunch time for a home cooked meal, rotated among team members!