At a Glance
- Tasks: Build and shape the Customer Success function from scratch, driving customer onboarding and retention.
- Company: Join a pioneering HealthTech company with a focus on innovation and impact.
- Benefits: Competitive salary, performance bonuses, private healthcare, and flexible hybrid working.
- Other info: Work closely with a dynamic team of engineers and clinicians in a fast-paced environment.
- Why this job: Make a real difference in healthcare while shaping the future of customer success.
- Qualifications: 4+ years in Customer Success or Account Management, with a knack for building scalable processes.
The predicted salary is between 60000 - 80000 £ per year.
This is a founding CS role. There is no playbook yet. You will build the function from the ground up - defining how we onboard, retain, and grow our customer base as the company scales.
You’ll partner with the Head of Operations to shape and evolve our Customer Success approach as we scale, spanning onboarding, customer health, value reviews, renewals, playbooks, and the supporting systems. You will own the full customer lifecycle from post-sales handover through to renewal and expansion. You will work directly with the Head of Operations and across Sales, Delivery, and Product to design scalable processes, not just manage individual accounts. You will have high autonomy and be expected to move fast. We use AI tooling to run a lean, high-output team. We expect the same mindset from this role.
What You Will Do
- Design and own the CS operating model - onboarding journeys, health scoring, Value Review cadences, escalation paths
- Manage the entire portfolio of GP practice accounts, acting as primary point of contact
- Identify risks early and intervene before they become churn
- Lead renewals and expansion conversations with a commercial mindset
- Build lightweight systems and tooling to make CS work at scale - CRM views, playbooks, templates, dashboards
- Use AI tools to automate repetitive CS workflows where possible
- Feed structured customer insight back to Product, Ops, and Tech
- Work within NHS information governance and compliance constraints
Requirements
Essential
- 4+ years in Customer Success or Account Management in a SaaS or tech environment
- Demonstrable experience building processes or functions, not just running them
- Systems thinker - you design for scale, not just the next conversation
- Comfortable with data: you use metrics to prioritise, not to report after the fact
- Hands‑on with AI or automation tools in your day‑to‑day work - whether that’s automating follow‑ups, summarising calls, or building internal knowledge bases
- Strong written and verbal communication; able to work with clinical and non-technical stakeholders
- Commercially aware, with a track record of driving retention and expansion
Desirable
- Experience in HealthTech, NHS‑adjacent, or highly‑regulated SaaS environments - sector experience is useful but not required; we will support the right candidate to get up to speed on the NHS context
- Familiarity with GP practice structures or primary care workflows
- Experience at an early‑stage or Series A/B company
What Success Looks Like In The First 60 Days
- Build a working understanding of our automated clinical workflows and exception handling, so you can support practices confidently and feed clear insights back to Product and Ops
- Take full ownership of the post‑sales customer experience for your initial portfolio, with clear account coverage and an agreed cadence for check‑ins
- Establish a simple onboarding and handover workflow (Sales to CS), including a consistent "definition of healthy" and internal escalation path
- Put in place, with the support of Operations, basic health tracking (at‑risk signals, leading indicators, and a weekly risk review) so risks are surfaced early and acted on
- Establish the foundations for a scalable CS motion, with clear ownership, lightweight tracking, and a consistent cadence for onboarding, health/risk, value reviews, and renewals
- Create a lightweight value narrative for practices and ICB partners, and run a first round of structured Value Reviews with priority accounts
- Build the first version of CS playbooks and templates (onboarding plan, stakeholder map, renewal prep, comms templates), and set up a feedback loop into Product and Ops
Benefits
- Competitive salary with performance‑based bonus
- Private healthcare (you and your family)
- Flexible hybrid working - 2 days in Central London office
- Direct input into how the CS function is shaped - this is not a seat‑filler role
- Exposure to a cross‑functional team of engineers, clinicians, and product leaders
- Work that has a measurable impact on GP capacity
Founding Customer Success Manager in London employer: GP Automate
As a Founding Customer Success Manager, you will have the unique opportunity to shape the customer success function from the ground up in a dynamic and innovative environment. With a competitive salary, private healthcare, and flexible hybrid working arrangements in Central London, we foster a collaborative culture that values your input and encourages professional growth. Join us to make a meaningful impact on GP capacity while working alongside a diverse team of engineers, clinicians, and product leaders.
StudySmarter Expert Advice🤫
We think this is how you could land Founding Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by thinking about how you can contribute to building the Customer Success function. Have examples ready that showcase your experience in creating processes and using AI tools to drive efficiency.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement about the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Founding Customer Success Manager in London
Some tips for your application 🫡
Show Us Your Unique Approach:Since this is a founding role, we want to see how you think outside the box. Share your ideas on building customer success from scratch and how you’d tackle onboarding and retention in your application.
Be Data-Driven:We love a good numbers game! Highlight your experience with metrics and data in your application. Tell us how you've used data to drive decisions and improve customer experiences in the past.
Communicate Clearly:Strong written communication is key for this role. Make sure your application is clear, concise, and free of jargon. We want to see how well you can convey complex ideas simply and effectively.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at GP Automate
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Founding Customer Success Manager. Familiarise yourself with the key aspects like onboarding, customer health, and value reviews. This will help you articulate how your experience aligns with building processes from scratch.
✨Showcase Your Systems Thinking
Since this role requires designing scalable processes, be prepared to discuss examples from your past where you've built or improved systems. Highlight your ability to think strategically about customer success and how you can apply that mindset to this new position.
✨Demonstrate Your Data Savvy
The job calls for someone comfortable with data. Be ready to talk about how you've used metrics to drive decisions in previous roles. Bring specific examples of how you've identified risks early and taken action to prevent churn, showcasing your proactive approach.
✨Familiarise Yourself with AI Tools
As the company uses AI tooling to enhance efficiency, it’s crucial to demonstrate your hands-on experience with automation tools. Prepare to discuss how you've leveraged technology in your day-to-day work to streamline processes and improve customer interactions.
