Special Projects Associate

Overview

We are building the front door of UK healthcare, creating a transparent and instantly bookable appointment system powered by AI.

The Bookable Navigator automatically books appointments for existing patients.

We operate from a GP practice in East London and have achieved adoption among 26% of GP practices in England.

Role

Product‑centered Customer Success & Product Operations role focused on delivering value to patients and GP practices while scaling our technology.

Responsibilities

• Own onboarding for new customers from initial activation through to successful adoption.
• Lead consultative onboarding calls via video and phone, focusing on outcomes rather than product walkthroughs.
• Drive early engagement to ensure customers are actively using the platform.
• Demonstrate measurable ROI within the first 90 days through improved workflows, adoption and outcomes.
• Act as the primary point of contact during the early customer lifecycle.
• Tailor onboarding approaches based on customer needs, balancing efficiency and personalization.
• Drive the rollout and scaling of new flagship products.
• Identify and manage early adopter customers to ensure strong activation and retention.
• Contribute to upsell opportunities across existing customers.
• Troubleshoot customer issues in real‑time to create a smooth launch experience.
• Build and refine onboarding, support and operational processes from scratch.
• Use AI tools and automation to improve onboarding, tracking and internal workflows.
• Create scalable playbooks and documentation for future product rollouts.
• Track customer usage, feature adoption and rollout performance.
• Gather structured and unstructured customer feedback.
• Translate insights into actionable product and operational improvements.
• Collaborate closely with Product, Engineering, Sales and Account Management teams.
• Identify recurring issues, feature gaps and optimization opportunities.
• Success in the First 3 Months
• Deliver upsell targets on time, with strong activation among early adopters.
• Create a repeatable onboarding playbook that did not exist before joining.
• Build trust with Product and Engineering as the voice of the customer.
• Track and report early positive retention and usage metrics.
• By Month 1: get up to speed, start onboarding, kick off first upsell conversations and achieve three quick wins.
• By Month 2: scale outreach using AI tooling, refine upsell pitch and create product improvement tickets.
• By Month 3: hit targets, audit the customer journey, formalize processes and set up dashboards and check‑in cadence.

About You

• 1+ years experience in a customer‑facing, operational, commercial or startup environment.
• Excellent communication skills and confidence running calls and building rapport quickly.
• Commercially minded with the ability to connect product usage to customer value and outcomes.
• Highly organized and comfortable managing multiple customers and priorities simultaneously.
• Energised by fast‑paced environments and excited by solving problems.
• Proactive, adaptable and willing to operate as a generalist where needed.
• Interest in AI, operational efficiency, and building scalable systems.
• Ambitious and motivated to grow quickly within Customer Success, Operations or Growth.
• Passionate about improving healthcare through technology.

Benefits

Salary

Starting at £45,000 plus equity.

Office Location

Stratford, East London – 4 days onsite and 1 day WFH.

• Paid volunteer days: 2 per year.
• Team social days: 6 working days a year plus regular weekly social activity.
• Learning budget: £250 annually.
• Pay‑incentive leave: up to an additional 7 days of paid leave for meditation or wellbeing.
• Health and fitness budget: £60 per month.
• Domestic support: one‑off relocation support of £5,000 within 30‑minute walk or £2,500 within 30‑minute bike.
• Comprehensive sick leave policy including mental health leave.
• No private medical insurance to encourage NHS use.
• Parental leave: statutory + enhanced pay percentages; includes childcare contribution up to £9,000.
• Fertility leave: 5 extra days off per year if undergoing treatment.
• Pension: 3% employer contribution and employee auto‑contribution of 5% of salary.
• Standard travel allowances for late‑office work and cost‑effective return.
• Inclusive & Diverse by Design

Our team represents more than ten cultures and we actively build an inclusive environment for all races, religions, genders, sexual orientations, neurodiversity and other identities.

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