Customer Success Associate, Healthtech-1
£45k
Offers Equity
3-5 days a week in office (Stratford, London)
The automation platform for NHS staff
Be an early applicant
The automation platform for NHS staff
21-100 employees
Be an early applicant
£45k
Offers Equity
3-5 days a week in office (Stratford, London)
21-100 employees
Company mission
We exist to help make the NHS the most advance healthcare system in the world by automating repetitive processes, starting with the first touchpoint: new patient registrations.
Role
Who you are
- 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
- If you thrive in fast-paced environments, enjoy solving problems, and want to play a key role in scaling a HealthTech startup, we’d love to hear from you
What the job involves
- This is not a traditional Customer Success role. You’ll sit at the centre of product adoption, customer growth, and operational execution and owning the most critical stage of the customer journey and helping turn early traction into long-term success
- 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
- What Success Looks Like in your first 3 months
- 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
- By Month 1: Get up to speed, start onboarding
- 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
- By Month 2: Full upsell sprint - scale outreach and drive activation
- 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
- By Month 3: Target hit - now build for what's next
- 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
Salary benchmarks
Our take
The NHS is one of the few totally publicly-funded healthcare services in the world, that has treated millions of people since 1948. However, growing pressures from an ageing population, higher patient expectations and the after-effects of the pandemic are having a negative effect on the system’s ability to serve patients with the care they deserve.
A major factor in the NHS’ struggles is the amount of time its staff spend on administrative tasks, which is what Healthtech-1 hopes to address. The company develops automation tools for repetitive tasks, such as patient registration, that free up healthcare workers to spend more time on treatment and care.
The company boasts support from NHS Digital as well as Innovate UK and Y-Combinator, and is clearly targeting a valuable problem. With its new patient registration product now live in over 500 NHS GP Practices, and its second product launched, it will be interesting to see how Healthtech-1 can further support the NHS moving forward.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Jul 2024
$3.7m
SEED
Sep 2023
$0.5m
SEED
Total funding: $4.8m
Company benefits
- 💉 Paid volunteer days. We offer an additional 2 paid days off per year where you can give back to your mission of choice.
- 🎢 Every 8 weeks we take a day off to socialise as a team. In the past we’ve hiked box hill, raved at All Points East and spent one rainy day at Thorpe park. This works out as 6 working days a year.
- 💪🏼 Hybrid location policy. We highly prioritise in person communication and currently have either a 3 days in the office and 2 days working from home arrangement.
- 📚 Learning budget and time - we care about this; this is flexible and based on need but everyone will receive a yearly allocation towards their continual growth.
- 🥗 Health and fitness budget of £60 per month
- 💫 Tooling; You’ll have your choice of operating systems and any additional tools you need to do your best work (e.g. keyboard, additional monitors, mouse etc). If you’re on our Engineering teams you’ll receive the latest MacBook Pro and our Growth & Ops teams receives a MacBook Air.
- 🩺 We know health and family come first which is why we have a generous sick leave policy with additional days that can be taken for mental health leave.
- ✈️ We prioritise time outside of work to bond, once a year we’ll holiday together! Destination chosen by popular vote.
Company values
- 📣 Amplify others
- 🥳 Find the fun
- ☝️ Simplify the complex
- 💬 Trust in radical truth and transparency
- 🤌 Obsess over the quality of your craft
- 💪 Be an owner
- 🧠 Be both a teacher and a student
Company HQ
London, UK
Articles
Leadership
Peter Huang
(Co-founder & Head of Product)Venture Catalyst & Co-founder at twenty--twenty, and Community Manager at London Innovators. Former Product and Growth Lead for Perfocal.
Raj Kohli
(Co-founder)NHS Clinical Entrepreneur, and Patient Experience Lead at First 4 Health Group. Previously Venture Catalyst and Co-founder at twenty--twenty as well as Portfolio Strategy and Growth Lead for Perfocal.
People progressing
Growth Specialist at Healthtech 1. Automating painful admin so NHS staff can focus on what matters - patients.💙
Diversity, Equity & Inclusion at Healthtech-1
Peter Huang (Cofounder)
- Our company values are drawn from deep cultural and familial values. As a result, our employees have a strong mix of cultural backgrounds including Indian, Chinese, Japanese, Korean and more. Raj and I are always finding the balance between different cultures, to bring out the best of each and every person who joins us.
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