At a Glance
- Tasks: Own the post-sales customer experience and collaborate on innovative onboarding journeys.
- Company: Early-stage healthtech company focused on transforming GP practice operations.
- Benefits: Competitive salary, private healthcare, and flexible hybrid working.
- Other info: Work closely with engineers and clinicians to solve real NHS challenges.
- Why this job: Make a real impact in healthcare while shaping customer success processes.
- Qualifications: 2-3 years in customer success or account management, with a tech-savvy mindset.
The predicted salary is between 65000 - 65000 £ per year.
This is an early-stage role at a pre-funding healthtech company. Customer success sits within the Operations function - that is a deliberate choice at our current size and stage. You will work in a lean environment where resourcefulness and AI-augmented output matters. You will be responsible for the post-sales customer experience across our entire portfolio of GP practice accounts, working alongside SDRs and AEs. Your focus is on scaled, process-driven CS - onboarding, support, health monitoring, and renewals - rather than high-touch, one-to-one relationship management. You will work collaboratively with the Head of Operations to define and iterate the CS model as the company grows.
What you will do:
- Own the post-sales customer experience across the entire portfolio of GP practice accounts, working alongside SDRs and AEs.
- Work with the Head of Operations to design and iterate onboarding journeys, value reviews, and escalation paths.
- Monitor account health and surface risks early, before they become churn.
- Support renewal conversations and flag expansion opportunities.
- Build lightweight internal tooling to make CS repeatable at scale: playbooks, templates, CRM views, dashboards.
- Use AI tools to automate repetitive workflows - follow-up emails, call summaries, status reporting, knowledge bases.
- Feed structured insight from customers back to Product and Ops.
- Work within NHS information governance and data compliance requirements.
What we are looking for:
Essential:
- 2–3 years in a customer success, onboarding, or account management role in a SaaS or tech environment.
- Comfortable collaborating with a senior operator to shape processes, then owning their execution.
- Operationally minded: you think in systems and document what you build.
- Actively uses AI tools in day-to-day work - whether to draft communications, summarise calls, or build internal resources.
- Clear communicator, comfortable working with clinical and non-technical stakeholders.
- Data-literate: you use metrics to prioritise, not just to report.
- Curious, independent, and willing to figure things out rather than wait to be told.
Desirable:
- Experience in a healthtech, NHS-adjacent, or highly regulated SaaS environment.
- Familiarity with GP practice structures or primary care workflows.
- Experience at an early-stage company where processes were still being built.
What success looks like in the first 60 days:
- Build a working understanding of our automated clinical workflows and exception handling, supported by the Head of Operations.
- Take ownership of the post-sales experience for the account portfolio, with agreed value review cadences in place.
- Document a simple onboarding and handover workflow from Sales to CS, including a shared definition of a healthy account.
- Set up basic health tracking: at-risk signals, leading indicators, and a weekly risk review routine.
- Produce first versions of CS playbooks and templates: onboarding plan, renewal prep, comms templates.
- Run a first round of value reviews with renewing accounts and produce a lightweight value narrative for practices and PCN partners.
What we offer:
- Salary up to £65,000 depending on experience.
- Private healthcare (you and your family).
- Flexible hybrid working - 2 days in Central London office.
- Direct input into how the CS function is shaped alongside the Head of Operations.
- Exposure to engineers, clinicians, and product leaders working on real NHS problems.
- Work that has a measurable impact on GP capacity.
Customer Success Operations Associate in City of Westminster employer: GP Automate
Join a dynamic pre-funding healthtech company where your role as a Customer Success Operations Associate will be pivotal in shaping the post-sales experience for GP practice accounts. With a focus on innovation and collaboration, you'll enjoy flexible hybrid working in Central London, private healthcare benefits, and the opportunity to directly influence the customer success function alongside experienced professionals. This is an excellent environment for growth, where your contributions will have a meaningful impact on the healthcare landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Associate in City of Westminster
✨Get Chatty at Local Community Events
Dive into local meetups or community events related to customer support. These gatherings are a goldmine for making connections and learning more about what companies like GP Automate value in entry-level hires. Just think of it as networking over snacks!
✨Show Off Your People Skills
Create a small digital portfolio showcasing your communication skills. You could include relevant scenarios or customer interactions—real or hypothetical. This isn't just for show; it gives hiring managers at places like GP Automate a taste of how you handle customer queries.
✨Leverage Internship Platforms
Don't sleep on popular internship platforms that focus on entry-level roles in customer support. Websites like Handshake can link you directly to companies looking for fresh talent. The earlier you start exploring these options, the better your chances at landing something with GP Automate!
✨Join Customer Support Forums
Participate in online forums and communities specifically for customer support professionals. Places like Help Scout’s community or even subreddits can give you insights into what skills are in demand. Plus, it’s a great way to network and discover hidden job opportunities at companies like GP Automate.
We think you need these skills to ace Customer Success Operations Associate in City of Westminster
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear and friendly communication is crucial. Make sure your CV highlights any previous experience where you've resolved customer queries or collaborated with a team. We love to see examples where you've turned a challenge into a positive experience!
Tailor Your Cover Letter with Enthusiasm:For an entry-level role like this one, your cover letter shouldn’t just be a summary of your CV. Instead, share why you're excited about customer support, and express your eagerness to help others. Let's see your personality shine through—tell us why you're a great fit for GP Automate!
Highlight Relevant Experience:Even if you haven't worked in customer support before, include any relatable experiences—like part-time jobs, volunteer work, or internships. Show us how these have equipped you with the soft skills needed to thrive in this role, like problem-solving and patience.
Keep It Simple and Straightforward:Your CV should be easy to read—no fancy fonts or excessive jargon. Use bullet points to break down your responsibilities and achievements and stick to a clean layout. This helps us quickly see your qualifications and gives a professional vibe, even for an entry-level position!
How to prepare for a job interview at GP Automate
✨Brush Up on Your Communication Skills
In customer support, communication is key. Practise explaining complex issues in straightforward language. You might even get role-play scenarios during the interview, so be ready to show off those skills!
✨Show Your Problem-Solving Prowess
Employers love seeing how you handle customer queries. Think of specific instances where you’ve resolved conflicts or helped someone out. Bring these scenarios to the table, as they can help demonstrate your problem-solving capabilities!
✨Familiarise Yourself with Common Tools
Get to grips with popular customer support tools like Zendesk or Freshdesk. Even if you haven’t used them before, being able to talk about them or their features can show you’re proactive about getting up to speed.
✨Express Your Willingness to Learn
As this is an entry-level position, they want to see your eagerness to grow. Highlight your adaptability and enthusiasm for customer support. Share any relevant experiences or coursework that show you’re committed to developing your skills!
