Overview
Join a HealthTech startup building critical national infrastructure to improve access to NHS services through technology and AI-powered workflows. We operate from within a GP practice in East London and are backed by leading investors and NHS programmes.
We are focused on scaling adoption and creating a more transparent and accessible patient journey through our Bookable platform and related tools.
The role
This is not a traditional Customer Success role. You’ll sit at the center of product adoption, customer growth, and operational execution, owning the most critical stage of the customer journey and helping turn early traction into long-term success.
If you thrive in fast-paced environments, enjoy solving problems, and want to play a key role in scaling a HealthTech startup, we’d love to hear from you.
Salary: Starting at £45,000 + equity
Office Location: Stratford (East London) – 4 days onsite & 1 day remote
What You’ll Be Responsible For
Own onboarding for new customers from activation through successful adoption
Lead consultative onboarding calls via video and phone, focusing on customer outcomes
Drive early engagement and ensure customers actively use the platform
Demonstrate measurable ROI within the first 90 days through improved workflows and outcomes
Act as the primary point of contact during the early customer lifecycle
Tailor onboarding approaches based on customer needs while balancing efficiency and personalization
Product Launch & Growth
Drive the rollout and scaling of new flagship products
Identify upsell opportunities across existing customers and contribute to growth targets
Manage early adopter customers to ensure activation and retention
Troubleshoot customer issues in real time to ensure smooth launches
Product Operations & Process Building
Build and refine onboarding, support, and operational processes from scratch
Use AI tools and automation to improve onboarding, tracking, and internal workflows
Create scalable playbooks and documentation for future product rollouts
Track customer usage, feature adoption, and rollout performance
Customer Insights & Cross-Functional Collaboration
Gather structured and unstructured customer feedback
Translate customer insights into actionable product and operational improvements
Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience
Identify recurring issues and opportunities for optimization
What Success Looks Like in your first 3 months
Upsell target delivered with strong activation among early adopters
A clear, repeatable onboarding playbook
Product and engineering trust you as the voice of the customer
Retention and usage metrics show early positive signals
By Month 1: Get up to speed and start onboarding
Understand the product, customer base, and opportunities
Map existing customers by upsell readiness and product fit
Shadow customer calls and use internal tools
Kick off first upsell conversations and onboarding
Identify and implement quick wins to improve the onboarding experience
By Month 2: Full upsell sprint — scale outreach and activation
Refine the upsell pitch and scale outreach using AI tooling
Run structured feedback sessions and draft product improvement tickets
By Month 3: Target hit — build for what’s next
Ensure customers maximize product usage
Audit the customer journey and formalize onboarding and support processes
Set up dashboards for adoption, usage, and churn signals
Establish post-onboarding check-ins to maintain engagement
Deliver a retrospective on what worked and what comes next
About You
1+ years in a customer-facing, operational, commercial, or startup environment
Excellent communication and relationship-building skills
Commercially minded with ability to connect product usage to customer value
Highly organized with the ability to manage multiple customers and priorities
Thrives in fast-paced environments and enjoys problem solving
Proactive, adaptable, and comfortable acting as a generalist
Interested in AI, operational efficiency, and scalable systems
Aspiring to grow within Customer Success, Operations, or Growth
Passionate about improving healthcare through technology
About Us
We are NHS staff and operate within healthcare settings to improve access through technology. We collaborate closely with NHS programmes and partners to deliver value to patients.
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