Customer Success Manager UK- Physiotherapist in London

About Us

Trexo Robotics is enabling mobility by building powered wearable robots. Our first product is a robot for children with movement disorders such as Cerebral Palsy, and it allows kids to walk, in many cases, for the first time in their lives. The device is currently being used by hundreds of families and the best hospitals across North America. We are constantly working towards building mobility solutions for all. At Trexo Robotics, you will find a flat organization where you can work with highly optimistic, low ego, and exceptionally talented individuals who look forward to solving hard problems.

About The Job

We are looking for a highly motivated Customer Success Manager (CSM). If you have experience as a physiotherapist this role offers an exciting opportunity to leverage technology to expand your impact, helping hundreds of children across the continent. As a key member of our team and the main point of contact for customers, you will play a vital role in delivering this life-changing device to families and hospitals. You will train users on how to operate the device, set meaningful goals and success metrics with them, and support their journey from deployment onward. This is a rare opportunity to join a fast-growing startup while directly improving the lives of our clients. You’ll also play a pivotal role in building processes and systems from the ground up. This position can be fully remote within the UK/Ireland and will require travel for roadshows and conferences. This position may require occasional evening or weekend work, depending on operational needs. You will be the first CSM hire in the UK, and we are planning for a start date in early May 2026.

What You'll Do

• Perform video-based customer training to excited customers receiving their Trexo devices.
• Provide check‑ins on regular intervals after deployment.
• Collaborate with customers to establish clear goals, nurturing their satisfaction.
• Build KPIs to track the customer satisfaction and team's performance.
• Address individual customer queries on a daily basis (we have chat groups with each user).
• Attend conferences and tradeshows with the UK sales Representative across Europe as needed.
• Manage customer issues by creating tickets and prioritizing them for resolution.
• Troubleshoot electrical, mechanical, software issues by looking at logs or via video calls.
• Develop training plans and videos to streamline the support/training process.
• Help in developing the customer success model.
• Provide feedback to the engineering and production teams on issues and suggestions by users.
• Co‑ordinate with the other Customer Success and Sales Managers in Canada.

About You

We're looking for someone who is a quick learner capable of troubleshooting physiological setup errors and technical issues with ease. You should have an intrinsic desire to help customers (and the patience to do so), along with a continuous improvement mindset—always looking to improve the status quo. You love asking 'why' multiple times until you understand something from first principles, and you thrive in unknown situations where you can apply logical reasoning, find solutions, and lead. Your growth here will be immense, and it will largely be shaped by the level of interest, curiosity, and initiative you bring to the role.

Required Skills and Experience

• Graduation from an accredited Physiotherapy program. (UK PT accreditation with HCPC registration and/or CSP membership is an added advantage).
• 3+ years of experience working as a paediatric Physiotherapist or in a similar role.
• Strong verbal and written communication skills.
• Excellent attention to detail.
• Solid understanding of human kinematics.
• Excellent interpersonal skills and high levels of emotional intelligence.
• Ability to quickly learn and adapt to new software and digital tools.
• Ability to travel within Europe.
• Flexibility to work irregular hours, including occasional evenings or weekends.

Nice to Have

• Experience with tools like Salesforce and Airtable.
• Fluency in another European language.
• Experience with Quality Management Systems (QMS) and regulatory frameworks.
• Experience working remote providing virtual care.
• Experience with UK funding pathways, including NHS continuing care, personal health budgets, EHC related personal budgets, charity funding, or private funding.

Compensation and Benefits

• Employee stock options.
• Group benefits plan (medical and dental).
• Flexible work timings.

Interview Process

• Screening (30 mins)
• Hiring Manager conversation (45 mins)
• Team conversation (60 mins)
• Founder conversation (60 mins)
• Reference Check
• Offer

Work Authorization: Please note that we are unable to provide visa sponsorship or support work authorization applications. We can only consider candidates who already have the legal right to work in the location they are applying for.

AI in Recruitment: At Trexo Robotics, we use artificial intelligence (AI) tools to support our recruitment process. AI helps with tasks like resume screening, drafting job descriptions, creating interview questions, and occasionally sourcing candidates. Final hiring decisions are always made by our team. Our goal is to use AI responsibly to streamline administrative tasks, improve candidate experience, and maintain fair, unbiased hiring practices aligned with industry standards.

Compensation Range: £40K - £55K