Customer Success Associate

Snapshot of what's on offer:

Salary: Starting at £45,000 + equity

Office Location: Stratford (E.London) - 4 days onsite & 1 WFH

What You’ll Be Responsible For

Customer Onboarding & Adoption

• Own onboarding for new customers from initial activation through to successful adoption
• Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs
• Drive early engagement and ensure customers are actively using the platform
• Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes
• Act as the primary point of contact during the early customer lifecycle
• Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation

Product Launch & Growth

• Drive the successful rollout and scaling of new flagship products
• Drive upsell opportunities across existing customers and contribute to wider growth targets
• Identify and manage early adopter customers to ensure strong activation and retention
• Troubleshoot customer issues in real-time to create a smooth and successful launch experience

Product Operations & Process Building

• 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

Customer Insights & Cross-Functional Collaboration

• Gather structured and unstructured customer feedback
• Translate customer insights into actionable product and operational improvements
• Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoption
• Identify recurring issues, feature gaps, and opportunities for optimisation

What Success Looks Like in your first 3 months

• Upsell target delivered on time, with strong activation among early adopters
• A clear, repeatable onboarding playbook that did not exist before you joined
• Product and engineering trust you as the voice of the customer
• Retention and usage metrics are being tracked and showing early positive signals

By Month 1: Get up to speed, start onboarding

• Understand the product, the customer base, and where the biggest opportunities are
• Map existing customers by upsell readiness and product fit
• Shadow customer calls and get hands‑on with all internal tools
• Kick off first upsell conversations and launch initial onboardings
• Identify and implement 3 quick wins to improve the onboarding experience

By Month 2: Full upsell sprint - scale outreach and drive activation

• Refine the upsell pitch based on what is working; cut what is not
• Scale outreach using AI tooling to automate follow‑ups and personalise at volume
• Run structured feedback sessions and write first batch of product improvement tickets

By Month 3: Target hit - now build for what's next

• Hit the target and make sure customers are using the product to its full potential
• Audit the full customer journey and formalise onboarding and support processes
• Set up dashboards and tracking for adoption, usage, and churn signals
• Design a post‑onboarding check‑in cadence to maintain engagement
• Deliver a retrospective: what worked, what did not, and what comes next

About You

• 1+ years experience in a customer‑facing, operational, commercial, or startup environment
• Excellent communication skills with confidence running calls and building rapport quickly
• Commercially minded with the ability to connect product usage to customer value and outcomes
• Highly organised 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
• Interested in AI, operational efficiency, and helping build scalable systems
• Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth
• Passionate about improving healthcare through technology

Benefits

Paid volunteer days – additional 2 paid days off per year to give back to a mission of choice

Every 8 weeks we take a day off to socialise as a team (6 working days a year)

Learning budget of £250 annually and time off to spend it

Health and fitness budget of £60 per month (see more details)

Additional 7 days of paid leave to learn how to meditate

Tooling – choice of operating systems and any additional tools needed; engineering teams receive latest Macbook Pro, growth & ops teams receive Macbook Air

Generous sick leave policy with additional days for mental health leave

Annual holiday together – once a year we holiday as a team

No private medical insurance – we believe in the NHS

Parental leave: statutory pay levels and SMP; extra £9,000 childcare contribution for primary caregivers to support a five‑day return where possible

Fertility leave – extra 5 days off per year if experiencing fertility treatment

Pension – standard 3% employer contribution and employees auto‑contribute 5% of salary using Nest

Local living benefit – one‑off £5,000 for living within a 30‑minute walk, £2,500 for within a 30‑minute bike (optional)

Expense for dinner after 7pm and Uber home after 9pm if working late and unsafe traveling

We are an equal opportunity employer. We welcome applicants of all backgrounds, identities, and experiences.

Inclusive & Diverse by Design

We care about building a product that is loved and a culture that is rich in perspectives, experiences, and backgrounds. Our team represents many cultures and we celebrate diversity across race, religion, sex, sexual orientation, gender identity, age, neurodiversity, disability, colour, and national origin. We actively build a company that is inclusive of all people.