Clinic Partnership Manager (Remote) in Bristol

The Clinic Partnership Manager is the primary relationship owner for OKKO Health’s USA clinic partners. This role is externally focused – responsible for onboarding new clinics, managing ongoing account relationships, driving customer satisfaction, and identifying expansion opportunities across the ophthalmology and optometry clinic base. This role ensures every clinic partner has a seamless, high-quality experience from contract signature through to long-term success, acting as the single point of contact for clinician-facing queries, onboarding coordination, and commercial support. The Clinic Partnership Manager works closely with the Operations Associate but operates on the opposite side of a clear boundary: this role owns the clinic relationship and customer experience; the Operations Associate owns the back-end operational machinery and third-party service provider oversight.

Duties and Responsibilities

• Clinic Onboarding & Account Management
  • Lead clinic onboarding end-to-end from contract signature through go-live, coordinating across clinical, technical, and commercial teams.
  • Own the ongoing clinic relationship – serve as the primary point of contact for practice managers, billing teams, and clinical decision-makers within ophthalmology practices.
  • Conduct regular check-ins and business reviews with clinic partners to ensure satisfaction, resolve issues, and identify growth opportunities.
  • Manage scheduling, documentation preparation, and follow-up for all onboarding and account management activities.
  • Navigate US provider dynamics – understand the role of practice managers, billing teams, and decision-making structures within ophthalmology and optometry practices.
• Customer Success & Support
  • Hold accountability for the quality of customer service experienced by clinic partners.
  • Manage customer enquiries via Zendesk, ensuring timely, high-quality responses during US business hours or establishing clear escalation paths.
  • Monitor customer support performance – response times, resolution quality, and clinician satisfaction.
  • Identify recurring issues and feed insights back to product, clinical, and operations teams.
  • Maintain customer service documentation and standard operating procedures.
  • Escalate complex issues to appropriate internal stakeholders.
• Commercial Support
  • Keep HubSpot CRM accurate and current – clinic leads, deal stages, activity logging, contact information, and partnership status.
  • Provide the commercial team with reliable pipeline visibility and partnership health reporting.
  • Identify cross-sell and upsell opportunities within existing clinic partnerships.
  • Recognise that US clinics are commercial customers with different expectations to UK NHS trusts and adapt engagement accordingly.
• Billing & Reimbursement Coordination
  • Ensure billing processes run seamlessly – invoices raised on time, payments tracked, discrepancies resolved quickly.
  • For US clinics: understand Remote Patient Monitoring reimbursement structures and how billing ties to clinical documentation and device usage thresholds.
  • Interface with Finance on billing-related customer queries.
• Cross-functional Collaboration
  • Work closely with the Operations Associate to ensure smooth handoffs between clinic-facing activities and back-end operations.
  • Coordinate with the commercial team on clinic partnership strategy and activities.
  • Liaise with Clinical Operations on patient-related escalations that affect the clinic relationship.
  • Support the Technical team with clinic-side system configuration and troubleshooting.

Qualifications

• Required Experience, Skills & Knowledge
  • Customer-facing experience: 4+ years in customer success, account management, partnership management, or similar client-facing roles.
  • Relationship management: Proven ability to build and maintain trusted relationships with external stakeholders, particularly in B2B or healthcare settings.
  • Communication skills: Excellent written and verbal communication; able to interact professionally with clinicians, practice managers, and internal teams.
  • Commercial awareness: Comfortable discussing pricing, billing, and commercial value with customers.
  • Organisational skills: Ability to manage multiple clinic relationships simultaneously without letting anything slip.
  • Problem-solving: Proactive identification of customer issues and implementation of practical solutions.
  • Independence: Self-motivated and able to work autonomously with minimal supervision.
  • Adaptability: Comfortable with ambiguity and changing priorities in a scale-up environment.
• Desirable
  • Experience in healthcare, healthtech, MedTech, or regulated industries.
  • Familiarity with USA healthcare operations, insurance billing, or remote patient monitoring.
  • Working knowledge of HubSpot CRM, Zendesk, or similar platforms.
  • Understanding of US ophthalmology/optometry practice structures and RPM reimbursement.
  • Experience supporting SaaS or B2B2C business models.

Personal Attributes

• Relationship-driven with a natural inclination to help customers succeed.
• Proactive and takes ownership of the clinic experience.
• Collaborative team player with strong stakeholder management skills.
• Resilient and maintains composure under pressure.
• Commitment to OKKO Health’s mission of improving patient care.
• Creative with a growth mindset and eagerness to learn.

Working Conditions

USA based – requires significant overlap with US clinic business hours (Eastern and Pacific time zones) and requires travel to clinics across the USA.