# Customer Success Operations Associate

**Company:** [GP Automate](http://jobs.workable.com/companies/uc8NfzZHKHfm4AKeCtLHN4.md)
**Location:** London, United Kingdom
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/fc8f9ac9-f730-42eb-bfdc-7b803f221298)

## Description

### 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

## 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

## Benefits

### 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