At a Glance
- Tasks: Build and shape the Customer Success function from scratch, driving customer onboarding and retention.
- Company: Join a pioneering HealthTech company with a focus on innovation and collaboration.
- Benefits: Competitive salary, performance bonuses, private healthcare, and flexible hybrid working.
- Other info: Work closely with a dynamic team of engineers and clinicians in a fast-paced environment.
- Why this job: Make a real impact in healthcare while shaping the future of customer success.
- Qualifications: 4+ years in Customer Success or Account Management, with a knack for building scalable processes.
The predicted salary is between 60000 - 75000 £ per year.
This is a founding Customer Success role. There is no playbook yet. You will build the function from the ground up - defining how we onboard, retain, and grow our customer base as the company scales.
You’ll partner with the Head of Operations to shape and evolve our Customer Success approach as we scale, spanning onboarding, customer health, value reviews, renewals, playbooks, and the supporting systems. You will own the full customer lifecycle from post-sales handover through to renewal and expansion. You will work directly with the Head of Operations and across Sales, Delivery, and Product to design scalable processes, not just manage individual accounts. You will have high autonomy and be expected to move fast. We use AI tooling to run a lean, high-output team. We expect the same mindset from this role.
What you will do:
- Design and own the CS operating model - onboarding journeys, health scoring, Value Review cadences, escalation paths
- Manage the entire portfolio of GP practice accounts, acting as primary point of contact
- Identify risks early and intervene before they become churn
- Lead renewals and expansion conversations with a commercial mindset
- Build lightweight systems and tooling to make CS work at scale - CRM views, playbooks, templates, dashboards
- Use AI tools to automate repetitive CS workflows where possible
- Feed structured customer insight back to Product, Ops, and Tech
- Work within NHS information governance and compliance constraints
Requirements:
Essential:
- 4+ years in Customer Success or Account Management in a SaaS or tech environment
- Demonstrable experience building processes or functions, not just running them
- Systems thinker - you design for scale, not just the next conversation
- Comfortable with data: you use metrics to prioritise, not to report after the fact
- Hands-on with AI or automation tools in your day-to-day work - whether that's automating follow-ups, summarising calls, or building internal knowledge bases
- Strong written and verbal communication; able to work with clinical and non-technical stakeholders
- Commercially aware, with a track record of driving retention and expansion
Desirable:
- Experience in HealthTech, NHS-adjacent, or highly-regulated SaaS environments - sector experience is useful but not required; we will support the right candidate to get up to speed on the NHS context
- Familiarity with GP practice structures or primary care workflows
- Experience at an early-stage or series A/B company
What success looks like in the first 60 days:
- Build a working understanding of our automated clinical workflows and exception handling, so you can support practices confidently and feed clear insights back to Product and Ops.
- Take full ownership of the post-sales customer experience for your initial portfolio, with clear account coverage and an agreed cadence for check-ins.
- Establish a simple onboarding and handover workflow (Sales to CS), including a consistent “definition of healthy” and internal escalation path.
- Put in place, with the support of Operations, basic health tracking (at-risk signals, leading indicators, and a weekly risk review) so risks are surfaced early and acted on.
- Establish the foundations for a scalable CS motion, with clear ownership, lightweight tracking, and a consistent cadence for onboarding, health/risk, value reviews, and renewals.
- Create a lightweight value narrative for practices and ICB partners, and run a first round of structured Value Reviews with priority accounts.
- Build the first version of CS playbooks and templates (onboarding plan, stakeholder map, renewal prep, comms templates), and set up a feedback loop into Product and Ops.
Benefits:
- Competitive salary with performance-based bonus
- Private healthcare (you and your family)
- Flexible hybrid working - 2 days in Central London office
- Direct input into how the CS function is shaped - this is not a seat-filler role
- Exposure to a cross-functional team of engineers, clinicians, and product leaders
- Work that has a measurable impact on GP capacity
Founding Customer Success Manager in London employer: the Role This
As a Founding Customer Success Manager, you will have the unique opportunity to shape the customer success function from the ground up in a dynamic and innovative environment. With a competitive salary, private healthcare, and flexible hybrid working arrangements in Central London, we foster a collaborative culture that values your input and encourages professional growth. Join us to make a meaningful impact on GP capacity while working alongside a diverse team of engineers, clinicians, and product leaders.
StudySmarter Expert Advice🤫
We think this is how you could land Founding Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want to see you genuinely interested, so come armed with questions that show you’ve done your homework!
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight how you’ve built processes or improved customer success in previous roles. We love seeing tangible results!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re keen on joining our team!
We think you need these skills to ace Founding Customer Success Manager in London
Some tips for your application 🫡
Show Your Unique Approach:Since this is a founding role, we want to see how you think outside the box. Share your ideas on building customer success from scratch and how you’d tackle onboarding and retention in your application.
Be Data-Driven:We love numbers! Highlight your experience with data and metrics in your application. Show us how you've used data to drive decisions and improve customer success in previous roles.
Communicate Clearly:Strong written communication is key for this role. Make sure your application is clear, concise, and free of jargon. We want to see how well you can convey complex ideas simply and effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to shape our Customer Success function!
How to prepare for a job interview at the Role This
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Founding Customer Success Manager. Familiarise yourself with the key aspects of building processes from scratch and how you can leverage AI tools to enhance customer success. This will show that you're not just interested in the role but are ready to take ownership.
✨Prepare Your Success Stories
Think of specific examples from your past experience where you've built processes or improved customer retention. Be ready to discuss how you identified risks early and intervened effectively. This will demonstrate your hands-on experience and systems thinking, which are crucial for this role.
✨Showcase Your Data Savvy
Since the role requires comfort with data, prepare to discuss how you've used metrics to drive decisions in previous roles. Bring examples of how you've tracked customer health or used data to prioritise actions. This will highlight your analytical skills and commercial awareness.
✨Engage with Questions
Prepare thoughtful questions about the company's current customer success strategies and how they envision the role evolving. This shows your genuine interest in shaping the function and your proactive mindset. It’s also a great way to assess if the company aligns with your values and work style.
