At a Glance
- Tasks: Support clinics with onboarding, training, and ongoing technical assistance.
- Company: Fast-growing vertical SaaS company transforming elective medicine.
- Benefits: Remote work, flexible schedules, paid time off, and performance bonuses.
- Other info: Travel across Europe for on-site training and support.
- Why this job: Join a dynamic team making a real impact in healthcare technology.
- Qualifications: Experience in customer success or technical support, ideally in SaaS.
The predicted salary is between 35000 - 45000 £ per year.
We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.
We are looking for a Customer Success Specialist who supports clinics across their entire journey with Adoreal, from the moment they sign on through every day they operate on the platform. This role blends hands-on onboarding with ongoing technical support, training, and adoption. One week you might be on site at a clinic walking their staff through new workflows. The next you might be remotely troubleshooting a billing issue or shaping a new help center article. We want someone who works proactively rather than reactively. You should be the person who anticipates where clinics will struggle, builds resources before they need them, and treats every support interaction as a chance to improve how the platform works for everyone. You are equally comfortable running a structured implementation project and jumping into an unexpected support ticket. Travel across Europe is part of the role. When a new clinic comes on board, or an existing one needs deeper training, you will be there in person. Candidates should live in Poland, Spain, Sweden, or the United Kingdom within an hour of a major airport.
What You’ll Do
- Onboard new clinics
- Serve as the primary point of contact during implementation, coordinating across internal teams (technical, CRM, training) and clinic stakeholders.
- Support configuration of Adoreal’s EMR and CRM systems and help clinics migrate data from their existing tools.
- Organize and structure clinic data so it aligns with Adoreal’s analytics framework.
- Manage project timelines, track milestones and dependencies, flag risks early, and communicate status clearly.
- Travel on site to deliver staff training and lead clinics through their transition to the platform.
- Support clinics once they’re live
- Act as the first point of contact for clinic staff and patient inquiries, ensuring all requests are addressed within 24 hours.
- Troubleshoot technical issues, triage support tickets, and coordinate escalations with Product and Engineering when needed.
- Monitor adoption after go live and reach out proactively to clinics that are struggling, rather than waiting for problems to surface.
- Train and enable on an ongoing basis
- Build and maintain onboarding documentation, training guides, FAQs, training videos, and other self-service resources.
- Keep clinics current on new features, UI updates, and bug fixes through release notes and follow up sessions.
- Travel on site for refresher training, workflow audits, or whenever a clinic needs hands-on guidance after going live.
- Close the feedback loop
- Track and document bugs, recurring issues, and feature requests.
- Identify patterns across clinics and translate them into product insights for the Product and Growth teams.
- Explore automation opportunities (chatbots, predictive troubleshooting, smarter self-service) that reduce repetitive support work and free you to focus on higher value clinic interactions.
Qualifications
- Minimum 4 years of combined experience across customer success, software implementation, technical support, or healthcare onboarding, ideally in SaaS or digital health.
- Hands-on experience with EMR and CRM systems, data migration, and digital workflow tools.
- Native level English fluency (C2) with strong written and verbal communication. Additional European languages are a plus.
- Demonstrated success managing multiple implementation or onboarding projects simultaneously.
- Familiarity with healthcare workflows including patient intake, documentation, billing, scheduling, and compliance.
- Strong familiarity with support ticketing systems and escalation processes.
- Experience training clinical and administrative staff on new systems.
- Comfort building help center content, training documentation, and self-service resources.
- Awareness of regulatory requirements in healthcare data handling and access control.
- Willingness and ability to travel across Europe for clinic visits and on-site training.
- Organized, collaborative, tech-savvy, and oriented toward efficiency, scalability, and proactive problem solving.
What We Offer
- Paid time off (PTO) and paid holidays
- Performance-based bonuses and company equity opportunities
- Fully remote work environment with flexible schedules
- Collaborative and thriving team culture guided by Adoreal’s core values
Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable U.S. law (EEOC) or local employment regulations where we operate. We encourage applications from candidates of all backgrounds. Accommodations for disabilities are available upon request throughout the recruitment process.
Remote Customer Success Specialist (Europe) in Coventry employer: Adoreal
At Adoreal, we pride ourselves on being a dynamic and innovative employer that champions employee well-being and growth. Our fully remote work environment fosters flexibility and inclusivity, while our collaborative culture encourages open communication and shared success through performance-based bonuses and equity opportunities. With limitless growth potential and a commitment to professional development, joining our team means becoming part of a high-performing group dedicated to transforming the elective medicine landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Specialist (Europe) in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adoreal. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adoreal before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Specialist (Europe) in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adoreal:Your cover letter is your chance to shine! Tell us why you want to work at Adoreal specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adoreal!
How to prepare for a job interview at Adoreal
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
