Customer Success Manager

We’re looking for a top-tier individual to join our growing team at Hippo Labs doing important, impactful work in the healthcare technology space.

Our Customer Success Manager will work across the business, liaising with new and existing customers to ensure we’re delivering great experiences and promote growth for the business and our customers.

As an early stage start-up, we need someone entrepreneurial who wants to take complete ownership of their work and shape this function for the business as we grow rapidly.

The role is being advertised at a salary range of £40-60k per annum (WTE) depending on experience. You’ll be based predominantly at our Head Office in London (SE1) with some flexibility to work from home as needed. We’re mainly looking for full-time candidates based in London.

What you’ll be doing in this role

• Onboarding & Support: Lead onboarding, provide training, and guide customers to achieve their goals.

• Relationship Building: Maintain regular touchpoints to ensure customers feel supported and engaged.

• Problem Solving: Respond promptly to queries and proactively identify ways customers can get more value from our platform.

• Insights & Case Studies: Use our internal tools to track usage, identify successes, and showcase outcomes to current and potential customers.

• Process Development: Help set up efficient workflows, knowledge bases, and customer support tools.

• Know everything Hippo: Build a deep understanding of our products and the needs of our practices / their patients – this is critical to everything else.

• Bigger picture: Work with sales to convert trials into customers and with leadership to grow the function. You’ll be laying the groundwork for a thriving Customer Success team here.

• Is a people person: Excellent communication and an intuitive understanding of customer needs.

• Takes initiative: Thrives in a fast-paced start-up and is comfortable owning workstreams independently.

• Is thoughtful & organised: Can manage multiple priorities while maintaining high attention to detail.

• Loves solving problems: Combines curiosity and analytical skills to overcome challenges creatively and intelligently.

• Shares our mission: Passionate about improving the NHS through technology and genuinely loves to solve our customers’ problems.

• Has experience in CS: Ideally >2-3 years of experience working in similar roles in the past. We are willing to consider outstanding candidates early in their careers

Preferred but not required:

• Experience in NHS primary care or customer success.

• A background in team management or building out new functions.

Even if you don’t meet all the criteria, we encourage you to apply if you’re excited about the role and believe you have the skills to succeed.

Role Details

• Hours: Ideally full-time. Part-time considered.

• Salary: £40,000 – £60,000 per annum (WTE).

• Location: London (SE1) – we prefer working together in the office, but you’ll have the flexibility to work from home when needed.

• Sponsorship: We’re primarily looking for candidates already based in London (although we can take over existing visa sponsorship). We are only able to sponsor from abroad on an exceptional basis for outstanding candidates.

• Hiring process: Our process will be c. 3-4 stages after application including a case study and a detailed in-person interview at the end. We’re looking to complete the process by mid-February.