Customer Success Associate

Let's make the NHS the most advanced healthcare system in the world

The world’s best healthcare, for free. It's not a new idea, it's called the NHS. But the largest healthcare provider is fundamentally broken. So we’re on a mission to fix it with technology that actually works.

We love the NHS because it’s accessible to all, free at the point of delivery and employs millions up and down the UK. But we've all read the headlines. It's under intense pressure with rising costs, GP strikes, budget uncertainty and an ageing population. Which means longer wait times, fewer appointments and lower quality care for the people who need of it most.

The NHS is beautiful, but broken.

The largest cost (£66bn+) is staff, who spend a ridiculous amount of time on mundane admin. 35% of NHS staff are employed to complete administrative work all day, every day. And that's where we're making a difference.

We're focused on relentlessly automating repetitive processes within the NHS. And we’ve had great early success. Our first product, Automated Registrations, is already used by 24% of GP practices in England. With this wedge in the market, we're now building more powerful tech that unlocks access to healthcare for the entire nation. Check out bookable.health for a sneak peek.

Exciting challenges lie ahead—guided by our principles, we’ll meet these challenges with a thoughtful and caring approach to support our community of NHS GP practices. These principles drive everything we do at Healthtech-1:

Read more about our principles in the Healthtech-1 Handbook.

This is not a traditional Customer Success role. You’ll sit at the centre of product adoption, customer growth, and operational execution and 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 Health Tech startup, we’d love to hear from you.

We have an extensive list of our employee benefits on our career page as well to check out if you decide to apply.

• Own onboarding for new customers from initial activation through to successful adoption
• Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs
• Drive early engagement and ensure customers are actively using the platform
• Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes
• Act as the primary point of contact during the early customer lifecycle
• Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation

• Drive the successful rollout and scaling of new flagship products
• Drive upsell opportunities across existing customers and contribute to wider growth targets
• Identify and manage early adopter customers to ensure strong activation and retention
• Troubleshoot customer issues in real‑time to create a smooth and successful launch experience

• 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

• 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 and drive adoption
• Identify recurring issues, feature gaps, and opportunities for optimisation

• Upsell target delivered on time, with strong activation among early adopters
• A clear, repeatable onboarding playbook that did not exist before you joined
• Product and engineering trust you as the voice of the customer
• Retention…