Customer Success Manager, Hippo Labs
Health-Tech
£40-60k
More information about location
3+ days a week in office (London Bridge, London)
Automation tools for the NHS
Be an early applicant
Automation tools for the NHS
1-20 employees
Be an early applicant
£40-60k
More information about location
3+ days a week in office (London Bridge, London)
1-20 employees
Company mission
To build brilliant tools that remove frictions and help NHS teams focus on caring.
Role
Who you are
- Communicates with clarity and empathy: Builds trust with non-technical stakeholders and explains complex concepts simply, especially in high-stakes situations
- Thinks in systems: Can build a clear mental model of how a product works and reason through complex, real-world scenarios
- Loves solving problems: Combines curiosity and analytical thinking to navigate challenges creatively and intelligently
- Has strong judgement in ambiguity: Comfortable operating without a rigid playbook, forming views independently and deciding next steps
- Owns outcomes, not just activity: Takes responsibility for results, drives work to clean closure, and follows through on commitments
- Is organised and pragmatic: Prioritises effectively across multiple customers and workstreams
- Cares deeply about impact: Motivated by improving outcomes for GP practices and patients
- Experience: Ideally ~2–4+ years in Customer Success, Account Management, Implementation or a similar customer-facing role with complex products. Experience in B2B SaaS, startups, healthcare or regulated environments is a plus but not required
What the job involves
- We’re looking for an exceptional Customer Success Manager to join Hippo Labs and take end-to-end ownership of customer outcomes as we scale our products across NHS primary care
- You’ll own the relationship for a portfolio of GP practices, PCNs and system-level customers — from onboarding through adoption, renewal and expansion
- Your role is to ensure customers are successful, engaged, and getting real value from Hippo in a technically and operationally complex NHS landscape, while feeding insight back into product, sales and strategy
- This is a high-ownership role in an early-stage company. You’ll help shape how Customer Success works at Hippo - defining processes, success metrics and ways of working as we grow. For the right person, there’s scope for leadership roles over time
- Owning customer outcomes end-to-end: Taking responsibility for success, retention and growth across your customer portfolio
- Onboarding & adoption: Leading onboarding, delivering tailored training, and building clear success plans with customers
- Relationship management: Acting as the primary point of contact and trusted partner, particularly in moments of ambiguity or friction
- Problem-solving & judgement: Reasoning clearly about product behaviour, constraints and real-world NHS setups to guide customers and resolve issues cleanly
- Know Hippo inside out: Build a deep understanding of our product, our customers, and how Hippo works in real NHS settings
- Health & risk management: Running structured check-ins, using usage and outcome data to assess customer health and intervene early where needed
- Insight & feedback: Capturing customer feedback, outcomes and case studies, and feeding patterns back into product, engineering and commercial teams
- Building the function: Helping define processes, tooling and playbooks as Customer Success matures at Hippo
Application process
- Hiring process: Our process will be c. 3-4 stages after application including a case study and a detailed in-person interview at the end. We’re looking to complete the process by the end of January
Salary benchmarks
Our take
Hippo Labs is a London-based tech startup helping GP practices operate more efficiently and effectively. They're currently focused on proactive care and aiming to improve outcomes for patients whilst reducing workload for practices.
Reactive care is the most well-known approach in healthcare, whereby patients only seek help for conditions after they’ve already developed into critical issues. Proactive care involves pre-emptive outbound care from a practice and an ongoing patient-provider conversation to ensure patients stay healthy and helps prevent life-threatening emergencies; Hippo Labs is building tech to help practices do more Proactive Care which will keep patients healthier for longer.
Hippo Labs has built its core technology and is currently live with over 400k patients. Its now looking to build a team, refine the product and build a dominant market position.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Stock Options - meaningful equity compensation at an early-stage startup
- Flexible Working - we're focused on results, not rules, so there is flexibility in terms of hours and locations
- Health Insurance - comprehensive cover from Vitality Healthcare including Mental Health Support and GP appointments
- Self-care Allowance - up to £500/year in wellbeing or personal development budget to use in a way that works for you.
- Socials - Having some time to relax as a team is key to our culture - we do something fun monthly!
- Pension Plan - we work with Smart Pension to offer an easy-to-use pension plan that's sustainable and intelligent
- Boosted Annual Leave - 25 days available for annual leave on top of the normal UK Bank Holidays (which we don't work)
- We'll be building our benefits programme around early starters, so come and tell us what you want!
Company values
- Patients and practices first - Our work is for the benefit of the patients we serve and the practices who care for them. Make sure that everything we do keeps patients and practices in mind.
- Delight every Customer - Go beyond expectations to create exceptional experiences for the people you serve, whether internal or external. The customer experience is vital to how we grow and develop as a company
- Embrace Change, Stay Resilient - Healthcare is a challenging industry, being a startup even more so. Be prepared to adapt when faced with challenges. Learn from setbacks and come back stronger.
- Think Big, Stay Bold - If you're working at Hippo, you're smart and we want you to make a difference. Don’t be afraid to challenge the status quo. We want you to think creatively and embrace bold ideas to drive progress.
- Be an entrepreneur - Treat the business like your own. Take initiative and come back with one less problem than you started with. Take ownership of your ideas from whiteboard to web browser.
- Work thoughtfully, measure everything - Understand what success looks like and quantify it in an unambiguous way. Be rigorous in how you think and develop ideas.
- Results over rules - We’re not prescriptive about how you achieve outcomes. Everyone should work in the most efficient, effective ways for them (so long as the results speak for themselves!)
- Always learning, always improving - The world doesn’t stand still and neither should we - whether that’s our own personal development or how we think about our products. There’s always something we can do to make things better and we want you to help us drive that
Company HQ
London, UK
Leadership
Sachin Gupta
(Co-founder)A Natural Scientist graduate from Cambridge, who went on to work as a J.P. Morgan analyst. Spent six years working on the coalface of General Practice and is using that knowledge to build Hippo.
Alistair McMaster
(Co-founder)Graduated in Physical Natural Sciences from Cambridge, and went on to work at Goldman Sachs - first as a software engineer, then as an investment banking strategist.
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