Delivery & Customer Success Manager

Overview 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 ManagerResponsibilities Take full ownership of the client relationship, leading meetings, and ensuring their needs and expectations are consistently metManage the end-to-end creation and implementation of pathways, coordinating efforts both internally and externally to ensure seamless executionRegularly prepare and present reports to clients including: SLA reports, red alert reports, patient feedback reports, referral reports, etc and create action plans to optimise performanceLead initiatives to enhance client engagement and ensure optimal utilization of capacity, driving continuous improvementAct as the customer\’s advocate within the organisation, ensuring their feedback is escalated to the appropriate teamCollaborate with the commercial team to define and execute a strategic account plan for each client, aligning efforts with business objectivesWhere possible, identify and pursue opportunities for upselling and driving business growthWhat We\’re Looking For Relationship Building and Maintenance: Skilled at building and maintaining strong, trust-based relationships with clients, fostering long-term partnershipsOrganised and Structured: Maintains an organised and structured approach to work, ensuring all tasks and projects are managed efficiently and effectivelyNavigating Challenging Conversations: Confident and adept at handling difficult conversations, maintaining professionalism, and finding solutions in complex situationsAutonomous and Decisive: Operates with a high level of autonomy, making informed decisions quickly and effectively to drive progressMotivational: Inspires and motivates others with a positive attitude, fostering a collaborative and productive work environmentMust come from a healthcare background.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, and Stockholm . 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 roles are fully remote , depending on the team and responsibilities.What You\’ll Get Budget for this role £45K to £55K25 days annual leave + up to 8 UK bank holidaysOption to buy or sell holidaysRemote Working Flexible remote options£200 remote working stipendFinancial Benefits Employee stock options4% pension on full basic pay️ 4x salary life insuranceHealth & Wellness Private health insurance4 months full pay for birthing parent*4 weeks full pay for non-birthing parent*Sick payIn-Office Perks (London HQ) Free daily lunchPet-friendly officeOther Benefits £500 L&D budget per personCycle to work schemeVia Smart Health: 24/7 GP appointmentsMental health supportNutrition & fitness adviceSecond opinions & health checksIn Return for Your Hard Work A competitive compensation package (base + stock options), with half-year and annual performance reviewsThe chance to work on patient-first, system-level healthcare challenges in one of Europe\’s leading healthtech companiesOpportunities for growth and leadership —we want you to challenge the status quo, own your impact, and continue developing, with our full supportDiversity 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.

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