At a Glance
- Tasks: Drive customer onboarding and engagement for a HealthTech startup focused on NHS services.
- Company: Dynamic HealthTech startup improving patient access through innovative technology.
- Benefits: Starting salary of £45,000, equity, and flexible working options.
- Other info: Fast-paced environment with opportunities for growth in Customer Success and Operations.
- Why this job: Be at the forefront of transforming healthcare with AI-powered solutions.
- Qualifications: 1+ years in customer-facing roles, excellent communication, and problem-solving skills.
The predicted salary is between 45000 - 45000 £ per year.
Join a HealthTech startup building critical national infrastructure to improve access to NHS services through technology and AI-powered workflows. We operate from within a GP practice in East London and are backed by leading investors and NHS programmes. We are focused on scaling adoption and creating a more transparent and accessible patient journey through our Bookable platform and related tools.
This is not a traditional Customer Success role. You’ll sit at the center of product adoption, customer growth, and operational execution, 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.
Salary: Starting at £45,000 + equity
Office Location: Stratford (East London) - 4 days onsite & 1 day remote
What You’ll Be Responsible For:
- Own onboarding for new customers from activation through successful adoption
- Lead consultative onboarding calls via video and phone, focusing on customer outcomes
- Drive early engagement and ensure customers actively use the platform
- Demonstrate measurable ROI within the first 90 days through improved workflows and outcomes
- Act as the primary point of contact during the early customer lifecycle
- Tailor onboarding approaches based on customer needs while balancing efficiency and personalization
Product Launch & Growth:
- Drive the rollout and scaling of new flagship products
- Identify upsell opportunities across existing customers and contribute to growth targets
- Manage early adopter customers to ensure activation and retention
- Troubleshoot customer issues in real time to ensure smooth launches
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
- Identify recurring issues and opportunities for optimization
What Success Looks Like in your first 3 months:
- Upsell target delivered with strong activation among early adopters
- A clear, repeatable onboarding playbook
- Product and engineering trust you as the voice of the customer
- Retention and usage metrics show early positive signals
By Month 1: Get up to speed and start onboarding
- Understand the product, customer base, and opportunities
- Map existing customers by upsell readiness and product fit
- Shadow customer calls and use internal tools
- Kick off first upsell conversations and onboarding
- Identify and implement quick wins to improve the onboarding experience
By Month 2: Full upsell sprint — scale outreach and activation
- Refine the upsell pitch and scale outreach using AI tooling
- Run structured feedback sessions and draft product improvement tickets
By Month 3: Target hit — build for what’s next
- Ensure customers maximize product usage
- Audit the customer journey and formalize onboarding and support processes
- Set up dashboards for adoption, usage, and churn signals
- Establish post-onboarding check-ins to maintain engagement
- Deliver a retrospective on what worked and what comes next
About You:
- 1+ years in a customer-facing, operational, commercial, or startup environment
- Excellent communication and relationship-building skills
- Commercially minded with ability to connect product usage to customer value
- Highly organized with the ability to manage multiple customers and priorities
- Thrives in fast-paced environments and enjoys problem solving
- Proactive, adaptable, and comfortable acting as a generalist
- Interested in AI, operational efficiency, and scalable systems
- Aspiring to grow within Customer Success, Operations, or Growth
- Passionate about improving healthcare through technology
About Us: We are NHS staff and operate within healthcare settings to improve access through technology. We collaborate closely with NHS programmes and partners to deliver value to patients.
StudySmarter Expert Advice🤫
We think this is how you could land Special Projects Associate in London
✨Get Involved with Local Health Initiatives
Join local community health events or volunteer for organisations like public health agencies. This not only builds your experience but also helps you network with industry professionals who might know of openings at places like Cornerstone VC.
✨Tap into Professional Associations
Check out associations like the Institute of Healthcare Management. They often have job boards, networking events, and conferences that are perfect for connecting with potential employers in health sciences administration.
✨Stay Updated with Industry Trends
Follow health policy news and trends—being knowledgeable about the current landscape will not only help you in interviews but also make you stand out as a candidate. You can discuss recent developments and their implications when chatting with folks at Cornerstone VC.
✨Apply Through Our Website for Better Visibility
When you find roles that excite you, especially at places like Cornerstone VC, don’t forget to apply through our website. This can sometimes give you an edge by showing the employer you’re savvy and committed to finding the right fit.
We think you need these skills to ace Special Projects Associate in London
Some tips for your application 🫡
Highlight Your Relevant Experience:When applying for a role in health sciences administration, it's super important to spotlight any relevant experience you have in healthcare settings. Whether you've worked in a hospital, a clinic, or any related environment, make sure to detail those roles in your CV – focusing on your responsibilities and achievements that align with the job at Cornerstone VC.
Showcase Your Administrative Skills:Administrative skills are key in this field, so don’t hold back! Make sure your CV reflects your proficiency in things like scheduling, data management, and compliance with health regulations. Mention specific software you’ve used, such as patient management systems, as this will demonstrate your hands-on abilities and readiness for the role at Cornerstone VC.
Craft a Meaningful Cover Letter:Your cover letter should reflect your passion for the health sciences field and your eagerness to contribute to Cornerstone VC. Share a bit about why you’re drawn to this sector, any impactful situations or challenges you’ve encountered, and how they’ve shaped your desire to work in health sciences administration. This personal touch can really set you apart!
Tailor Your Documents to the Job:Don't use a one-size-fits-all approach! Make sure your CV and cover letter are specifically tailored for this role. Highlight any certifications you have relevant to health administration, and ensure you clearly connect your previous roles to the skills needed for the full-time position at Cornerstone VC. This way, you're showing them you’ve done your homework and are genuinely interested in being a part of their team.
How to prepare for a job interview at Cornerstone VC
✨Showcase Your Administrative Skills
In health sciences administration, being organised is key. Make sure you can demonstrate your skills in managing schedules, paperwork, and data accurately. Be ready to discuss specific tools you've used, like electronic health record systems or scheduling software, and how they improved efficiency in your past experiences.
✨Know Your Regulations
Familiarity with healthcare regulations and compliance is crucial. Brush up on HIPAA, GDPR, or other relevant policies before your interview. We recommend preparing examples of how you've ensured compliance or handled sensitive information in past roles—this will show you're not just knowledgeable but also responsible.
✨Prepare for Scenario Questions
Interviews for administrative roles often involve scenario-based questions to assess your problem-solving skills. Practice responses to common situations you might face, such as dealing with a challenging patient or managing a sudden schedule change. This will not only demonstrate your ability to think on your feet but also highlight your interpersonal skills.
✨Align Your Goals with the Organisation
As a full-time candidate, employers will want to know how your long-term career goals align with their mission. Take some time to research Cornerstone VC’s values and be ready to tie your passion for health sciences administration into their objectives. Demonstrating enthusiasm and career alignment can be a game-changer in this competitive field!
