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- Tasks: Manage customer success for 10-15 accounts, ensuring onboarding and ongoing support.
- Company: Join PocDoc, a mission-driven company transforming healthcare access.
- Benefits: Competitive salary, performance bonuses, and clear career progression opportunities.
- Why this job: Make a real impact in customer success while growing your skills in a dynamic environment.
- Qualifications: 1-3 years in customer success or related roles; strong communication and organisation skills.
- Other info: Opportunity for direct ownership and accountability from day one.
The predicted salary is between 30000 - 42000 £ per year.
This is a customer success role with a clear commercial outcome: retain and grow recurring revenue through high utilisation and strong renewals management.
You’ll own the day-to-day success plan across 10–15 named accounts, ensuring customers are onboarded properly, supported consistently, and seeing measurable value from PocDoc. You will play a critical role in renewal readiness, including tracking consumption/reorder cycles, identifying risk early, coordinating actions with the commercial team, and helping accounts expand their usage over time.
This role is ideal for someone in their early career with experience in customer success / account support / operations who is motivated by working with customers, delivering impact, and being accountable to clear targets. The role will require in person meetings so you should feel comfortable with travel to our respective customers.
Key Responsibilities- Manage success activity across a portfolio of 10–15 named accounts, in partnership with the commercial team.
- Drive onboarding and activation: rollout planning, stakeholder alignment, training sessions, and first-use success.
- Run regular customer check-ins to ensure the product is being used as intended and barriers are removed quickly.
- Build and maintain simple success plans for each account: objectives, usage targets, key contacts, and next actions.
- Deliver training and enablement (remote + occasional on-site), including refreshers when usage drops.
- Identify low-adoption accounts early and execute an improvement plan (e.g., retraining, updated workflow, stakeholder reset).
- Own the operational cadence that ensures customers renew/reorder on time and don’t drift into inactivity.
- Track reorder cycles, utilisation/consumption trends, and key renewal dates across your portfolio.
- Maintain a renewals pipeline / renewal forecast (simple, accurate, updated weekly).
- Support renewal workflows: customer comms, preparation of renewal packs, value summaries, and internal coordination.
- Proactively mitigate churn risk by identifying warning signs (low utilisation, stalled rollout, stakeholder gaps, unresolved issues).
- Coordinate commercial support to convert renewals smoothly and identify upsell/expansion opportunities.
- Work closely with Sales/Commercial leads to align success actions to retention and growth outcomes.
- Surface expansion signals: new locations, new use cases, internal referrals, increased volume needs.
- Capture structured customer feedback and common blockers, supporting improvements to product, ops, and onboarding.
- Maintain accurate notes in CRM (HubSpot or similar): contacts, meetings, actions, renewal stage, and account status.
You’re a proactive, organised, customer-first operator who enjoys helping people succeed and is motivated by measurable outcomes. You’re comfortable running a portfolio of accounts, keeping momentum high, and coordinating internal teams to deliver a smooth customer experience.
You’re not afraid to chase actions, follow up, and drive progress — and you understand that retention is earned through consistent delivery and strong relationships.
Skills & Experience- 1–3 years’ experience in Customer Success, Account Management, Customer Operations, Sales Support, or a customer-facing role (B2B preferred)
- Confident communicator — comfortable leading customer calls and delivering training
- Strong organisation, prioritisation, and follow-through (portfolio management)
- Comfortable working to targets and reporting on outcomes
- Experience using CRM tools (HubSpot is current CRM)
- Interest in healthtech, diagnostics, or digital healthcare innovation
- Exposure to renewals, reorder management, or customer retention motions
- Experience working with adoption metrics / customer health indicators
- Experience coordinating across Ops / Product / Support to unblock customers
- Join a mission-led company improving access to healthcare
- Real ownership and accountability from day one
- A direct line of sight between your work and retention / revenue outcomes
- Clear progression into Customer Success Manager, Account Manager, Commercial Ops, or Partnerships roles
- Competitive salary, performance-based bonus, and development opportunities
Customer Success Associate in Cambridge employer: PocDoc
Contact Detail:
PocDoc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Associate in Cambridge
✨Tip Number 1
Get to know the company inside out! Research PocDoc's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be leading customer calls and delivering training, it’s crucial to sound confident and clear. Try role-playing with a friend or recording yourself to improve.
✨Tip Number 3
Prepare for those in-person meetings! Think about potential questions customers might have and how you can address their concerns. Being proactive will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the PocDoc team!
We think you need these skills to ace Customer Success Associate in Cambridge
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Associate role. Highlight your relevant experience in customer success or account support, and show us how you can help our customers thrive!
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, let your communication skills shine through in your application. Use clear, concise language and demonstrate your ability to engage with customers effectively.
Highlight Your Organisational Skills: We love a proactive and organised candidate! Share examples of how you've managed multiple accounts or projects simultaneously, and how you keep everything on track to meet targets.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at PocDoc
✨Know Your Accounts
Before the interview, take some time to research the company and its key accounts. Understand their products and services, and think about how you can help customers achieve success with them. This will show your potential employer that you're proactive and ready to hit the ground running.
✨Demonstrate Your Customer-Centric Mindset
Be prepared to share examples from your past experiences where you've successfully supported customers or improved their experience. Highlight your ability to build relationships and how you’ve tackled challenges to ensure customer satisfaction. This is crucial for a role focused on customer success.
✨Showcase Your Organisational Skills
Since you'll be managing multiple accounts, it's important to demonstrate your organisational skills. Bring examples of how you've managed projects or tasks in the past, and discuss any tools or methods you use to stay organised. Mentioning your familiarity with CRM tools like HubSpot can also give you an edge.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle customer issues. Think through potential situations you might face in this role, such as low adoption rates or renewal challenges, and prepare your strategies for addressing them effectively.
