Customer Success Operations Associate

About the role

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 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 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

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