Title
Customer Success Lead (£50k-£80k + Equity) at a confidential company
Job Title
Customer Success Lead
Salary
£50k-£80k + Equity
Company Description
a confidential company - AI platform for NHS estates compliance
Job Description
As the first Customer Success Lead, you will bridge the gap between complex healthcare regulations and frontline operations. You will own the full customer lifecycle from onboarding to renewal, shaping how NHS Trusts leverage AI to ensure hospital safety. This high‑impact role blends hands‑on delivery with strategic function‑building in a mission‑driven startup.
Location
London or Cambridge, UK
Why this role is remarkable
- Founders are Cambridge PhDs who built the platform based on deep research into how 300+ NHS professionals manage technical knowledge.
- High‑traction product with 97%+ accuracy and proven ROI, saving Somerset NHS Foundation Trust over 400 hours monthly.
- Rare opportunity to be the first CS hire, defining the playbook and scaling the department as the company grows.
What You Will Do
- Lead end‑to‑end customer onboarding and training for diverse stakeholders, from senior estates directors to operational frontline staff.
- Drive pilot‑to‑paid conversions and account expansions by translating platform usage into compelling value narratives around risk reduction and time saved.
- Partner directly with product and engineering teams to translate real‑world user feedback into the technical product roadmap.
The Ideal Candidate
- 3‑8 years of experience in B2B customer success or account management, preferably within early‑stage startup environments.
- Proven ability to navigate complex, regulated stakeholder environments like the NHS or broader healthcare estates and facilities sectors.
- Commercially minded professional comfortable with 80‑90% hands‑on delivery while simultaneously designing scalable health monitoring and renewal frameworks.
