At a Glance
- Tasks: Drive customer onboarding and engagement for a HealthTech startup, ensuring successful product adoption.
- Company: Dynamic HealthTech startup improving NHS access through innovative technology.
- Benefits: Starting salary of £45,000, equity options, and flexible remote work.
- 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.
