Senior Customer Success Manager

About Dyad

Dyad's mission is to improve the delivery and efficiency of healthcare.

We are building a platform to model and manage the flow of information within healthcare organisations, improving outcomes for patients, payers, and healthcare providers. We believe data handling in current healthcare systems is needlessly complex and disconnected, leading to isolated and inefficient decision making. To showcase how this technology can advance the delivery of healthcare and improve lives, we build and deploy products for healthcare providers and payers into the UK and US markets.

Dyad is an energetic, early-stage scale-up, currently around 50 employees. Our team is growing as we explore new markets and opportunities. We are passionate about technology and its applications in worthwhile ventures. New joiners will have a significant impact on the direction of the company, as well as our culture.

Dyad's Platform:
Dyad's products are founded upon our Semantic AI platform, which enables payers and providers to access cutting‑edge AI capabilities for their own use cases and applications. Our partners either use the platform APIs directly or work with us to develop applications for their use cases. For more information, please see our Platform page.

Primary care operations:
Dyad develops a suite of products for healthcare operations, including:

• Better Letter, our AI tool helping practices decrease their admin burden in processing clinical letters. We use this to reduce staff time spent identifying codes to be applied to the record as well as suggesting follow‑up tasks and workflow optimisations. Better Letter helps providers save time, save cost, improve performance under audit and build staffing resilience.

As a Senior Customer Success & Enablement Executive at Dyad, you will play a key role in ensuring GP practices realise the full value of Better Letter, our AI‑powered clinical coding and workflow platform.

This is a managerial role within our growing Customer Success team, combining hands‑on ownership of customers with team leadership, coaching and operational responsibility. Alongside managing your own portfolio of GP practices, you will support the Head of Customer Success in the day‑to‑day leadership of the team, helping maintain high standards across onboarding, training, customer engagement, adoption and retention.

You will act as a deputy to the Head of Customer Success, providing support and guidance to other members of the team, helping prioritise customer activity and stepping in on more complex customer situations where required.

Your experience working within UK primary care will also be an important part of the role. You will bring first‑hand understanding of how GP practices operate, including the pressures faced by practice teams, document management and coding workflows, and the systems they use every day. You will use this knowledge to strengthen our Customer Success approach, coach colleagues and help ensure Better Letter fits effectively into real‑world primary care workflows.

You'll partner closely with practice managers, administrators, clinicians and digital leads to support customers from implementation through to long‑term adoption. You'll help practices embed Better Letter into their day‑to‑day workflows, deliver engaging training, identify opportunities to improve usage and become a trusted advisor to your customer portfolio.

• Act as a deputy to the Head of Customer Success, supporting the day‑to‑day running and prioritisation of the Customer Success function.

• Provide line management, coaching and ongoing support to members of the Customer Success team.
• Support colleagues with more complex customer situations, including adoption challenges, escalations and customers at risk of churn.
• Help maintain consistent standards across onboarding, training, customer reviews and ongoing account management.
• Support the Head of Customer Success in monitoring customer health, team priorities and emerging risks across the customer base.
• Use your primary care experience to coach and develop colleagues' understanding of GP practice…