At a Glance
- Tasks: Lead customer success initiatives and ensure GP practices maximise the value of our AI platform.
- Company: Join Dyad, a dynamic scale-up revolutionising healthcare with innovative technology.
- Benefits: Enjoy a competitive salary, 25 days leave, and a flexible hybrid work environment.
- Other info: Be part of a passionate team dedicated to improving healthcare outcomes.
- Why this job: Make a real impact in healthcare while developing your leadership skills in a growing team.
- Qualifications: Experience in UK primary care and strong customer relationship skills are essential.
Description
About Dyad
Dyad's mission is to improve the delivery and efficiency of healthcare.
We are building a platform to model and manage the flow of information within healthcare organisations, improving outcomes for patients, payers, and healthcare providers. We believe data handling in current healthcare systems is needlessly complex and disconnected, leading to isolated and inefficient decision making. To showcase how this technology can advance the delivery of healthcare and improve lives, we build and deploy products for healthcare providers and payers into the UK and US markets.
Dyad is an energetic, early-stage scale-up, currently around 50 employees. Our team is growing as we explore new markets and opportunities. We are passionate about technology and its applications in worthwhile ventures. New joiners will have a significant impact on the direction of the company, as well as our culture.
Our products
Dyad's Platform: Dyad's products are founded upon our Semantic AI platform, which enables payers and providers to access cutting-edge AI capabilities for their own use cases and applications. Our partners either use the platform APIs directly or work with us to develop applications for their use cases. For more information, please see our Platform page.
Primary care operations: Dyad develops a suite of products for healthcare operations, including:
- BetterLetter, our AI tool helping practices decrease their admin burden in processing clinical letters. We use this to reduce staff time spent identifying codes to be applied to the record as well as suggesting follow-up tasks and workflow optimisations. BetterLetter helps providers save time, save cost, improve performance under audit and build staffing resilience.
The role
As a Senior Customer Success & Enablement Executive at Dyad, you will play a key role in ensuring GP practices realise the full value of BetterLetter, our AI-powered clinical coding and workflow platform.
This is a managerial role within our growing Customer Success team, combining hands-on ownership of customers with team leadership, coaching and operational responsibility. Alongside managing your own portfolio of GP practices, you will support the Head of Customer Success in the day-to-day leadership of the team, helping maintain high standards across onboarding, training, customer engagement, adoption and retention.
You will act as a deputy to the Head of Customer Success, providing support and guidance to other members of the team, helping prioritise customer activity and stepping in on more complex customer situations where required.
Your experience working within UK primary care will also be an important part of the role. You will bring first-hand understanding of how GP practices operate, including the pressures faced by practice teams, document management and coding workflows, and the systems they use every day. You will use this knowledge to strengthen our Customer Success approach, coach colleagues and help ensure BetterLetter fits effectively into real-world primary care workflows.
You'll partner closely with practice managers, administrators, clinicians and digital leads to support customers from implementation through to long-term adoption. You'll help practices embed BetterLetter into their day-to-day workflows, deliver engaging training, identify opportunities to improve usage and become a trusted advisor to your customer portfolio.
Team Leadership & Customer Success Operations
- Act as a deputy to the Head of Customer Success, supporting the day-to-day running and prioritisation of the Customer Success function.
- Provide line management, coaching and ongoing support to members of the Customer Success team.
- Support colleagues with more complex customer situations, including adoption challenges, escalations and customers at risk of churn.
- Help maintain consistent standards across onboarding, training, customer reviews and ongoing account management.
- Support the Head of Customer Success in monitoring customer health, team priorities and emerging risks across the customer base.
- Use your primary care experience to coach and develop colleagues' understanding of GP practice workflows, systems and operational pressures.
- Identify opportunities to improve the efficiency and effectiveness of the Customer Success team as Dyad continues to scale.
- Deputise for the Head of Customer Success in relevant customer and internal meetings when required.
Customer Onboarding & Enablement
- Deliver high-quality onboarding for new GP practices, ensuring customers are set up for long-term success.
- Plan and deliver engaging remote and on-site training sessions tailored to different practice roles and levels of experience.
- Help practices translate BetterLetter into effective day-to-day workflows, using your understanding of primary care operations to recommend practical approaches.
- Develop customer guidance, training materials and best-practice resources.
- Support other members of the Customer Success team to continually improve the quality and consistency of customer onboarding and training.
Customer Success & Relationship Management
- Manage a portfolio of GP practice customers, building trusted relationships with practice managers, administrators and clinical teams.
- Conduct regular customer success reviews to understand customer goals, demonstrate value and identify opportunities to improve adoption.
- Act as the primary point of contact for your customer portfolio, coordinating with internal teams to resolve issues effectively.
- Take ownership of more complex or higher-risk customer situations where additional experience or senior support is required.
- Proactively identify and manage retention risks, working with customers to understand underlying issues and agree appropriate recovery plans.
Adoption & Customer Insights
- Monitor customer health, product usage and adoption metrics, proactively identifying practices that may require additional support.
- Analyse customer data and feedback to identify trends, opportunities and potential risks.
- Work with customers to optimise workflows and maximise the value they receive from BetterLetter.
- Identify common themes across the customer base and help translate these into scalable interventions for the wider Customer Success team.
Product & Process Improvement
- Capture customer feedback, feature requests and workflow challenges, working closely with Product and Engineering teams to improve the platform.
- Bring practical primary care expertise into internal discussions about product design, workflow and customer experience.
- Contribute to the continuous improvement of Customer Success playbooks, onboarding processes, retention strategies and internal documentation.
- Share customer insights with colleagues across the business to help shape future product development and service delivery.
- Help identify opportunities to make Customer Success processes more scalable as our customer base grows.
Customer Advocacy
- Build strong customer relationships that support retention, customer satisfaction and advocacy.
- Identify opportunities for customers to participate in case studies, reference calls, webinars and user groups.
- Help identify and develop examples of measurable customer impact and best practice that can be shared across our customer community.
Requirements
Must-have
- At least 2 years' experience working within UK primary care, ideally within a GP practice or in a role involving close day-to-day work with GP practice teams.
- Strong practical understanding of GP practice workflows, administration and document management, and the operational pressures facing primary care teams.
- Working knowledge of EMIS Web and/or SystmOne, Docman and other primary care systems.
- Line management or team leadership experience, including coaching, supporting performance and developing colleagues.
- Experience supporting customers or stakeholders through implementation, change management, Customer Success or digital transformation.
- Experience taking ownership of complex issues and confidently supporting colleagues with customer escalations and problem-solving.
- Excellent organisational and project management skills, with the ability to manage your own customer portfolio while supporting wider team priorities.
- Strong presentation and training skills, with confidence delivering sessions to groups both remotely and in person.
- Excellent communication and relationship-building skills, with the confidence to engage with both frontline users and senior stakeholders.
- Strong analytical skills with confidence interpreting customer data, identifying trends and turning insight into action.
- Comfortable using SaaS platforms and CRM systems such as HubSpot, Salesforce or Copper.
- Highly organised, proactive and naturally curious, with the judgement to prioritise effectively in a fast-moving environment.
- Ability to learn quickly and thrive within a fast-paced scale-up.
- Willingness to travel to customer sites across the UK.
Nice-to-have
- Customer Success, Implementation or Enablement experience within a SaaS or health-tech environment.
- Clinical coding knowledge, including SNOMED CT, QOF and IIF.
- Experience supporting customer retention, churn prevention or service recovery.
- Experience using Customer Success platforms.
- Experience using productivity or project management tools such as Airtable, Linear, Trello or similar.
- Experience contributing to the development of processes, playbooks or ways of working within a growing team.
Benefits
- Competitive Salary
- Company Pension
- 25 days of paid annual leave
- A fun and flexible hybrid working environment
- Access to our Employee Assistance Programme - Health Assured
- A modern, dog-friendly office located near Chancery Lane with free drinks
Senior Customer Success & Enablement Executive in London employer: Dyad
Dyad is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about healthcare technology. With a strong emphasis on employee growth, you will have the opportunity to enhance your skills in a supportive environment while contributing to meaningful projects that impact lives. The hybrid/remote setup allows for flexibility, making it easier to balance work and personal commitments in the vibrant UK tech scene.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success & Enablement Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dyad. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dyad before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success & Enablement Executive in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dyad:Your cover letter is your chance to shine! Tell us why you want to work at Dyad specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dyad!
How to prepare for a job interview at Dyad
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
