At a Glance
- Tasks: Lead client relationships and ensure their needs are met while managing project implementation.
- Company: Join Doccla, a fast-growing health tech startup revolutionising virtual patient care.
- Benefits: Enjoy flexible remote work, generous annual leave, and a £500 learning budget.
- Other info: Hybrid work model with offices in London, Denmark, Germany, and Stockholm.
- Why this job: Be part of a mission-driven team making a real impact in healthcare.
- Qualifications: Strong relationship-building skills and the ability to manage complex conversations required.
The predicted salary is between 36000 - 60000 £ per year.
A Bit About Us
We’re Doccla, and we’re redefining where and how healthcare is delivered.
Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home. We support patients across the full care journey from early discharge and acute recovery to long-term condition management and proactive care.
We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows.
We currently work with over 60% of NHS ICBs and supporting health systems across the including UK, Ireland, France, and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care.
We’re backed by top European investors, having secured £35m in Series B funding led by Lakestar, with participation from Elaia, General Catalyst, Speedinvest, and Bertelsmann.
Why Join Us?
This is your chance to join Doccla at a key stage in our growth.
We’re building the category leader in Virtual Care and Remote Patient Monitoring. You’ll be part of a highly entrepreneurial, mission-driven team that combines expertise across clinical, technical, commercial, and operational domains.
We’re solving real problems for patients and health systems and growing fast.
What You’ll Do as a Delivery & Customer Success Manager
As a Delivery & Customer Success Manager, you will own a portfolio of NHS accounts end-to-end and act as the named Delivery Manager for everything that happens on those accounts.
You will lead client meetings, run implementations of new clients and new clinical pathways, manage SLAs, and own renewals and upsell on every account in your patch.
What You'll Do
Manage client relationships
- Build and maintain strong, trust-based relationships with clinical leads, operational leads, and executive sponsors across your portfolio
- Own and maintain client satisfaction
- Act as the point of escalation for your accounts
- Be the voice of your clients inside Doccla
Own your client portfolio end-to-end
- Serve as the named Delivery Manager for a portfolio of NHS accounts
- Lead client meetings independently: kick-offs, weekly operational calls, monthly steering groups, and Quarterly Business Reviews (QBRs)
- Own reporting, including SLA reports. Using them to build strategic action plans
- Drive product adoption and utilisation across your portfolio. Make sure every client is using what they're paying for
- Maintain accurate documentation, contact details, account plans, and SOPs for every account
- Lead renewal conversations and secure contracts
Implement new clients and pathways
- Manage the end-to-end implementation of new clients and clinical pathways: scoping with the client, coordinating with internal Doccla teams (Product, Clinical, Patient Support, Logistics), and meeting go-live deadlines
- Own the project plan, risk log, RAID, and stakeholder map for every implementationRun training for clinical and operational client staff
Spot and pursue growth opportunities
- Work with the commercial team to define a strategic account plan for each client and align efforts with Doccla's wider business objectives
- Identify growth and upsell opportunities across your portfolio
What We’re Looking For
- 2-4 years in a client-facing role: customer success, account management, implementation, delivery, or similar
- Experience in a tech, SaaS, or startup environment (essential). You've worked somewhere fast-moving where the rulebook didn't always cover the situation
- Experience in the NHS, HSE Ireland, health tech, or another regulated environment (nice to have)
- Confidence leading client meetings independently, including with senior clinical and operational stakeholders
- Strong organisation skills. You keep multiple accounts and implementations running without losing track of any of them
- Comfort with project management, CRM and reporting tools: Jira, HubSpot, Looker, Lightdash
- A proactive, problem-solving mindset. You work across Product, Engineering, Clinical, and Commercial to get the right outcome for your clients. You don't passively escape and you don't get stuck waiting.
You’ll thrive here if you:
- Are reliable. Clients and colleagues know they can rely on you to follow through without being chased.
- Adopt AI and new tools proactively to make yourself and your team faster. You don't wait for permission to try something useful.
- Spot problems in how we work and bring solutions, not just complaints. You'll often improve a process before anyone asks you to.
- Care about making an impact on how healthcare is delivered - whether that's a nurse trying to monitor a patient or a patient at home using our device for the first time.
How We Work
We empower everyone at Doccla to take ownership of their work and the company's mission. We act ethically and always put patient safety and outcomes first.
To thrive here, you’ll need a can-do attitude and an action-oriented approach, along with a willingness to learn and grow through open feedback.
We’re a hybrid team, with offices in London, Denmark, Germany. Most of our team is London-based and enjoys in-person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet-friendly space. Some of our teams are fully remote, depending on the team and responsibilities. This includes our Engineering, Clinical & Patient Support teams.
What You’ll Get
Annual Leave & Holidays 25 days annual leave + up to 8 UK bank holidays (this varies depending on the role) Option to buy or sell holidays
Remote Working Flexible remote options Remote working stipend
Financial Benefits Employee stock options 4% pension on full basic pay 4x salary life insurance
Health & Wellness Private health insurance 4 months full pay for birthing parent 4 weeks full pay for non-birthing parent Phased return back to paid work Sick pay
In-Office Perks (London HQ) Free daily lunch Pet-friendly office
Other Benefits £500 L&D budget per person Cycle to work scheme
Via Smart Health 24/7 GP appointments Mental health support Nutrition & fitness advice Second opinions & health checks
In Return for Your Hard Work
- A competitive compensation package (base + stock options), with half-year and annual performance reviews
- The chance to work on patient-first, system-level healthcare challenges in one of Europe’s leading healthtech companies
- Opportunities for growth and leadership we want you to challenge the status quo, own your impact, and continue developing, with our full support
Diversity at Doccla
We embrace diversity. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences.
We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you're excited about the role, we encourage you to apply even if your experience doesn't match every point.
Safer Recruitment
We are committed to safer recruitment practices. As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles.
It is an offence to apply for such work if you are barred from working with children or vulnerable adults.
Delivery & Customer Success Manager employer: Doccla UK Limited
At Doccla, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to employee growth is evident through our generous benefits, including flexible remote working options, a robust learning and development budget, and an employee equity pool that allows you to share in our success. Join us in London and be part of a passionate team dedicated to transforming healthcare for patients and providers alike.
StudySmarter Expert Advice🤫
We think this is how you could land Delivery & Customer Success Manager
✨Tip Number 1
Familiarise yourself with the healthcare technology landscape, especially remote patient monitoring. Understanding the challenges and innovations in this field will help you engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the health tech industry, particularly those involved in customer success or delivery roles. Attend relevant events or webinars to build connections and gain insights that could set you apart.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlight your ability to navigate challenging conversations and maintain professionalism, as these skills are crucial for the role.
✨Tip Number 4
Showcase your organisational skills by discussing how you manage multiple projects simultaneously. Be ready to explain your approach to creating structured action plans and optimising performance for clients.
We think you need these skills to ace Delivery & Customer Success Manager
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities and expectations of a Delivery & Customer Success Manager at Doccla. Tailor your application to highlight relevant experiences that align with their needs.
Highlight Relevant Experience:In your CV and cover letter, emphasise your experience in client relationship management, project implementation, and any previous roles where you've successfully navigated challenging conversations. Use specific examples to demonstrate your skills.
Showcase Your Soft Skills:Doccla values relationship building, organisation, and motivation. Make sure to include instances where you've built strong client relationships or led teams effectively. This will show that you fit their company culture.
Craft a Compelling Cover Letter:Your cover letter should not only express your enthusiasm for the role but also explain why you're a great fit for Doccla. Mention their mission and how your values align with theirs, particularly in terms of patient care and innovation.
How to prepare for a job interview at Doccla UK Limited
✨Understand the Company and Its Mission
Before your interview, take some time to research Doccla and its mission in the health tech space. Familiarise yourself with their services, especially how they enable remote patient monitoring. This will help you align your answers with their goals and demonstrate your genuine interest in the company.
✨Showcase Your Relationship-Building Skills
As a Delivery & Customer Success Manager, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed client relationships or resolved conflicts. Highlight your ability to foster trust and long-term partnerships.
✨Prepare for Challenging Conversations
Given the nature of the role, you may face difficult conversations with clients. Think of scenarios where you navigated tough discussions effectively. Be ready to discuss your approach to maintaining professionalism and finding solutions in complex situations.
✨Demonstrate Your Organisational Skills
The role requires a structured approach to managing tasks and projects. Be prepared to discuss how you prioritise your workload and ensure efficient execution of client pathways. Providing specific examples of how you've organised projects in the past will showcase your capability.
