At a Glance
- Tasks: Support NHS sites with AI tech rollout and customer relationship management.
- Company: TORTUS AI, an innovative startup transforming healthcare delivery.
- Benefits: Competitive salary, equity, mentorship, and growth opportunities.
- Other info: Fast-paced environment with exposure to cutting-edge AI technologies.
- Why this job: Gain hands-on experience in healthcare tech and make a real impact.
- Qualifications: Customer-facing experience and strong communication skills required.
The predicted salary is between 25650 - 31350 £ per year.
About us
At TORTUS AI, we are redefining how clinical teams interact with technology.
Our mission is to enhance healthcare delivery by embedding intelligent, adaptable AI into clinical workflows reducing administrative burden and enabling clinicians to focus on what they do best: patient care.
We're an early stage startup with NHS traction and a growing footprint in UK hospitals.
The Role
We're hiring a Customer Success Associate to support the rollout and adoption of TORTUS across NHS sites.
This is a great opportunity for someone early in their career who wants hands-on exposure to healthcare tech deployment, customer relationship management, and product feedback loops.
You'll work closely with and learn directly from our Customer Success Manager, taking ownership of day-to-day tasks while building toward greater autonomy over time.
You'll partner with operations, product, engineering, and commercial teams to help ensure smooth onboarding and long-term adoption.
What You'll Do
- Onboarding & Rollout
- Support the implementation process for new customers, including coordinating training sessions and post-go-live check-ins.
- Help run engagement sessions with NHS sites, taking notes, tracking action items, and flagging issues early.
- Support enterprise support processes (SOPs, service desk engagement, escalation paths) under guidance from the Customer Success Manager.
- Customer Relationship Support
- Act as a day-to-day point of contact for site users on straightforward queries, escalating more complex issues as needed.
- Help build relationships with clinical and operational contacts, and gather feedback at team level.
- Help prepare reporting dashboards and usage summaries for site leads.
- CX Support & Collaboration with Product
- Triage and log customer support requests, resolving simple issues directly and escalating bugs, UX considerations, or feature requests to product.
- Help maintain customer training materials, and support delivery of training sessions.
- Assist with clinical note template configuration, working with product/engineering as needed.
- Voice of the Customer
- Help collect and organise structured feedback from customers for product development.
- Support alignment between training documentation, product updates, and real clinical workflows.
What We're Looking For
- Must-Have
- Some experience in a customer-facing, support, or coordination role (internships, placements, or early-career roles all welcome) - healthcare or NHS exposure is a strong plus but not required.
- Strong communication skills and comfort working directly with a range of stakeholders, including clinicians.
- Highly organised, proactive, and comfortable picking things up quickly in a fast-moving, early-stage environment.
- Nice-to-Have
- Familiarity with SQL or basic data querying.
- Interest in or familiarity with large language models (LLMs) and prompting.
- Exposure to NHS or hospital settings.
- What You'll Get
- Hands-on mentorship and a clear path to growth
- Direct exposure to how AI products get deployed in real NHS clinical settings.
- Exposure to cutting-edge AI and large language model technologies.
- Competitive salary and early-stage equity.
- Real opportunities for personal and professional growth as we scale
Customer Success Associate in London employer: TORTUS
Tortus AI is an exceptional employer, offering a unique opportunity to lead the commercial function in a fast-growing healthtech environment. With a strong focus on employee growth and autonomy, you will have the chance to shape the future of AI in European healthcare while working alongside a talented team in a hybrid setting in London. Our commitment to impactful work, backed by tier-1 investors and proven NHS traction, ensures that you will be part of a mission-driven organisation dedicated to improving patient care and eliminating clinical errors.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TORTUS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TORTUS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Associate in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TORTUS:Your cover letter is your chance to shine! Tell us why you want to work at TORTUS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TORTUS!
How to prepare for a job interview at TORTUS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
