Head of Customer Success, wawa fertility
£100-120k
Competitive equity share
3-5 days a week in office (Paddington, London)
Redefining the fertility treatment experience for clinics and patients
Job no longer available
Redefining the fertility treatment experience for clinics and patients
1-20 employees
Job no longer available
£100-120k
Competitive equity share
3-5 days a week in office (Paddington, London)
1-20 employees
Company mission
To make fertility treatments more successful and accessible for everyone who needs it.
Role
Who you are
- Extremely ambitious, hard-working and excited to work in an entrepreneurial, fast-paced environment, where results are tracked and celebrated.
- +5 years of experience in top tier consulting, customer success, implementation, or related fields.
- Experience leading high-stakes, multi-stakeholder implementation processes in complex B2B environments, with a track record of measurable success and accountability.
- Structured thinker and builder. Confident designing scalable systems and teams from the ground up, and using metrics to measure and improve them.
- Strong communicator and relationship builder - able to align clinical, product, and technical teams toward shared goals, using evidence and insight to influence effectively.
- Product-savvy, quick to grasp software functionality and translate technical discussions for non-technical stakeholders, while capturing workflow insights to feed back into the product development cycle.
What the job involves
- As Head of Customer Success, you will own one of the most business-critical aspects of our company: getting clinics live on our platform, ensuring successful adoption, and turning early partnerships into long-term success stories. You’ll lead the full post-sales journey from onboarding to implementation, ongoing support and strategic partnerships
- This role is a blend of hands-on execution, cross-functional collaboration, and operational build-out. You’ll work directly with fertility clinics to deliver high-stakes implementations, while also building out the team, playbooks, and systems that will allow us to scale. You will also own our Customer Support efforts, ensuring we deliver a world-class experience at every touchpoint
- We’re not looking for a strategist. We’re looking for a doer, someone who’s already succeeded in a fast-paced environment and is ready to step up and own a critical function in a company that’s scaling quickly
- What it involves:
- Own the end-to-end post-sales journey. Lead onboarding, implementation, and long-term success for new and existing clinics - with a focus on measurable outcomes, using data to continuously refine and improve the journey
- Lead business-critical implementations. Ensure each clinic is launched successfully with minimal disruption and maximum impact, using structured implementation plans grounded in data and performance metrics
- Understand and improve clinic workflows. Deeply engage with customers to map their current processes and tailor the platform to their needs - while capturing and structuring workflow data to identify optimisation opportunities and inform future product decisions
- Design and lead training. Ensure clinical and admin staff are equipped for adoption of the platform - using training completion rates, engagement analytics, and performance indicators to iterate on and personalise enablement strategies
- Act as a strategic voice of the clinic channel. Represent the clinic perspective with structured, data-backed feedback to Product and Engineering - ensuring clinical workflows, usage patterns, and pain points are directly influencing the product roadmap
- Build and scale the team. Hire and lead a high-performing Customer Success team - embedding a data-driven culture that uses clear KPIs, dashboards, and feedback loops to optimise both internal performance and customer outcomes
- Establish Customer Support. Define and launch our support offering, building systems that track issues, categorise feedback, and surface insights - so we’re continuously improving the customer experience with quantifiable results
- Drive customer outcomes. Define, measure, and communicate success metrics that prove the platform is delivering real-world value - and use these insights to drive both customer strategy and internal prioritisation
- Create repeatable systems. Build playbooks, documentation, and tools - embedding data capture at every step so we can scale consistently, measure what matters, and optimise based on results
- Drive contract expansion. Ensure our customers love our product and expand their usage and contract sizes.
Application process
- 1. Apply with your profile
- 2. Short video call with COO
- 3. Short video call with CEO
- 4. Case and in-person interview with CEO and COO
Salary benchmarks
Our take
With infertility affecting many and bringing emotional strain and financial burden, there's a pressing need for personalised healthcare solutions. Wawa Fertility addresses this by offering a support system through its app.
The app acts as a personal assistant, providing access to medical resources and crucial mental health support tailored to each patient's unique needs. By combining medical and mental health support, Wawa Fertility helps patients navigate their fertility journey with confidence while also streamlining administrative processes for clinicians, enhancing treatment efficacy and improving the overall patient experience.
With investment from MMC Ventures fueling the company's growth, Wawa Fertility recently expanded its operations into the UK market, positioning itself to broaden its reach and impact. As it continues to innovate and expand its services, it holds the promise of transforming the landscape of fertility treatment.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Competitive equity share
- Paid office lunch
- New Macbook
- Amazing mission & great colleagues!
Company HQ
2 Eastbourne Terrace, W2 6LG London
Leadership
Previously founded It's Open where they served as the Business Designer. Prior to that, they were a Director of Operations and Clients at Charlie Tango, a Client Director and Partner at BABY, and the Head of Data and Strategy at Publicis Groupe.
Share this job