Customer Success Operations Associate

About the role

This is an early-stage role at a pre-funding healthtech company. Customer success sits within the Operations function - that is a deliberate choice at our current size and stage. You will work in a lean environment where resourcefulness and AI-augmented output matters.

You will be responsible for the post-sales customer experience across our entire portfolio of GP practice accounts, working alongside SDRs and AEs. Your focus is on scaled, process-driven CS - onboarding, support, health monitoring, and renewals - rather than high-touch, one-to-one relationship management. You will work collaboratively with the Head of Operations to define and iterate the CS model as the company grows.

What you will do

• Own the post-sales customer experience across the entire portfolio of GP practice accounts, working alongside SDRs and AEs
• Work with the Head of Operations to design and iterate onboarding journeys, value reviews, and escalation paths
• Monitor account health and surface risks early, before they become churn
• Support renewal conversations and flag expansion opportunities
• Build lightweight internal tooling to make CS repeatable at scale: playbooks, templates, CRM views, dashboards
• Use AI tools to automate repetitive workflows - follow-up emails, call summaries, status reporting, knowledge bases
• Feed structured insight from customers back to Product and Ops
• Work within NHS information governance and data compliance requirements

Requirements

What we are looking for

Essential

• 2–3 years in a customer success, onboarding, or account management role in a SaaS or tech environment
• Comfortable collaborating with a senior operator to shape processes, then owning their execution
• Operationally minded: you think in systems and document what you build
• Actively uses AI tools in day-to-day work - whether to draft communications, summarise calls, or build internal resources
• Clear communicator, comfortable working with clinical and non-technical stakeholders
• Data-literate: you use metrics to prioritise, not just to report
• Curious, independent, and willing to figure things out rather than wait to be told

Desirable

• Experience in a healthtech, NHS-adjacent, or highly regulated SaaS environment
• Familiarity with GP practice structures or primary care workflows
• Experience at an early-stage company where processes were still being built

What success looks like in the first 60 days

• Build a working understanding of our automated clinical workflows and exception handling, supported by the Head of Operations
• Take ownership of the post-sales experience for the account portfolio, with agreed value review cadences in place
• Document a simple onboarding and handover workflow from Sales to CS, including a shared definition of a healthy account
• Set up basic health tracking: at-risk signals, leading indicators, and a weekly risk review routine
• Produce first versions of CS playbooks and templates: onboarding plan, renewal prep, comms templates
• Run a first round of value reviews with renewing accounts and produce a lightweight value narrative for practices and PCN partners

Benefits

What we offer

• Salary up to £65,000 depending on experience
• Private healthcare (you and your family)
• Flexible hybrid working - 2 days in Central London office
• Direct input into how the CS function is shaped alongside the Head of Operations
• Exposure to engineers, clinicians, and product leaders working on real NHS problems
• Work that has a measurable impact on GP capacity