Customer Success Associate

Snapshot of what's on offer:

Salary: Starting at £45,000 + equity

Office

Location:

Stratford (E.London) - 4 days onsite & 1 WFH

• 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 and usage metrics are being tracked and showing early positive signals

• Understand the product, the customer base, and where the biggest opportunities are
• Map existing customers by upsell readiness and product fit
• Shadow customer calls and get hands‑on with all internal tools
• Kick off first upsell conversations and launch initial onboardings
• Identify and implement 3 quick wins to improve the onboarding experience

• Refine the upsell pitch based on what is working; cut what is not
• Scale outreach using AI tooling to automate follow‑ups and personalise at volume
• Run structured feedback sessions and write first batch of product improvement tickets

• Hit the target and make sure customers are using the product to its full potential
• Audit the full customer journey and formalise onboarding and support processes
• Set up dashboards and tracking for adoption, usage, and churn signals
• Design a post‑onboarding check‑in cadence to maintain engagement
• Deliver a retrospective: what worked, what did not, and what comes next

• 1+ years experience in a customer‑facing, operational, commercial, or startup environment
• Excellent communication skills with confidence running calls and building rapport quickly
• Commercially minded with the ability to connect product usage to customer value and outcomes
• Highly organised and comfortable managing multiple customers and priorities simultaneously
• Energised by fast‑paced environments and excited by solving problems
• Proactive, adaptable, and willing to operate as a generalist where needed
• Interested in AI, operational efficiency, and helping build scalable systems
• Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth
• Passionate about improving healthcare through technology

Paid volunteer days – additional 2 paid days off per year to give back to a mission of choice

Every 8 weeks we take a day off to socialise as a team (6 working days a year)

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