Founding Customer Success Manager

About the role

This is a founding CS role. There is no playbook yet. You will build the function from the ground up - defining how we onboard, retain, and grow our customer base as the company scales.

You’ll partner with the Head of Operations to shape and evolve our Customer Success approach as we scale, spanning onboarding, customer health, value reviews, renewals, playbooks, and the supporting systems.

You will own the full customer lifecycle from post-sales handover through to renewal and expansion. You will work directly with the Head of Operations and across Sales, Delivery, and Product to design scalable processes, not just manage individual accounts. You will have high autonomy and be expected to move fast.

We use AI tooling to run a lean, high-output team. We expect the same mindset from this role.

What you will do

• Design and own the CS operating model - onboarding journeys, health scoring, Value Review cadences, escalation paths
• Manage the entire portfolio of GP practice accounts, acting as primary point of contact
• Identify risks early and intervene before they become churn
• Lead renewals and expansion conversations with a commercial mindset
• Build lightweight systems and tooling to make CS work at scale - CRM views, playbooks, templates, dashboards
• Use AI tools to automate repetitive CS workflows where possible
• Feed structured customer insight back to Product, Ops, and Tech
• Work within NHS information governance and compliance constraints

Requirements

What we are looking for

Essential

• 4+ years in Customer Success or Account Management in a SaaS or tech environment
• Demonstrable experience building processes or functions, not just running them
• Systems thinker - you design for scale, not just the next conversation
• Comfortable with data: you use metrics to prioritise, not to report after the fact
• Hands-on with AI or automation tools in your day-to-day work - whether that's automating follow-ups, summarising calls, or building internal knowledge bases
• Strong written and verbal communication; able to work with clinical and non-technical stakeholders
• Commercially aware, with a track record of driving retention and expansion

Desirable

• Experience in HealthTech, NHS-adjacent, or highly-regulated SaaS environments - sector experience is useful but not required; we will support the right candidate to get up to speed on the NHS context
• Familiarity with GP practice structures or primary care workflows
• Experience at an early-stage or series A/B company

What success looks like in the first 60 days

• Build a working understanding of our automated clinical workflows and exception handling, so you can support practices confidently and feed clear insights back to Product and Ops.
• Take full ownership of the post-sales customer experience for your initial portfolio, with clear account coverage and an agreed cadence for check-ins.
• Establish a simple onboarding and handover workflow (Sales to CS), including a consistent “definition of healthy” and internal escalation path.
• Put in place, with the support of Operations, basic health tracking (at-risk signals, leading indicators, and a weekly risk review) so risks are surfaced early and acted on.
• Establish the foundations for a scalable CS motion, with clear ownership, lightweight tracking, and a consistent cadence for onboarding, health/risk, value reviews, and renewals.
• Create a lightweight value narrative for practices and ICB partners, and run a first round of structured Value Reviews with priority accounts.
• Build the first version of CS playbooks and templates (onboarding plan, stakeholder map, renewal prep, comms templates), and set up a feedback loop into Product and Ops.