Remote Customer Success Specialist (Europe)

Who We Are

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.

Who We're Looking For

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.

Minimum Requirements

• 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

At Adoreal, we believe in supporting our team’s well-being and growth through comprehensive benefits and a collaborative, people-first culture. As a globally remote company, we prioritise flexibility, inclusivity, and teamwork rooted in the Adoreal principles.