Special Projects Associate

LET'S MAKE THE NHS THE MOST ADVANCED HEALTHCARE SYSTEM IN THE WORLD

The world's best healthcare, for free. It's not a new idea, it's called the NHS. But the largest healthcare provider is fundamentally broken. So we're on a mission to fix it with technology that actually works.

We love the NHS because it's accessible to all, free at the point of delivery and employs millions up and down the UK. But we've all read the headlines. It's under intense pressure with rising costs, GP strikes, budget uncertainty and an ageing population. Which means longer wait times, fewer appointments and lower quality care for the people who need of it most. The NHS is beautiful, but broken.

The largest cost (£66bn+) is staff, who spend a ridiculous amount of time on mundane admin. 35% of NHS staff are employed to complete administrative work all day, every day. And that's where we're making a difference.

We're focused on relentlessly automating repetitive processes within the NHS. And we've had great early success. Our first product, Automated Registrations, is already used by 24% of GP practices in England. With this wedge in the market, we're now building more powerful tech that unlocks access to healthcare for the entire nation. Check out bookable.health for a sneak peek.

OUR PRINCIPLES

• Care deeply
• ️‍♀️ Work hard
• Be your word
• Trust in radical truth and transparency
• Do your life's best work
• Find the fun

Read more about our principles in the Healthtech-1 Handbook

THE ROLE
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.

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.

Salary: Starting at £45,000 + equity
Office Location: - Stratford (E.London) - 4 days onsite & 1 WFH

WHAT YOU'LL BE RESPONSIBLE FOR
Customer Onboarding & Adoption

• 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

Product Launch & Growth

• 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

Product Operations & Process Building

• 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

Customer Insights & Cross-Functional Collaboration

• 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

ABOUT YOU

• 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

A BIT ABOUT US
We're all NHS staff. We're inside-outsiders. Trusted with one of the biggest datasets in the world.
Our office is within a GP practice. This is our unfair advantage. Got a question? Pop down the corridor. Want to learn how your work affects real patients? Pop downstairs to reception.
4 days in the office and 1 day WFH. We highly prioritise in-person communication and prefer candidates who want to work 4+ days a week in the office. Our anchor days are Mon, Tues and Fri. Homemade breakfast and lunch are on the house every day when you're in the office, ensuring you're fuelled for success!
We work in growth cycles. Every 8 weeks we do the same set of activities. 1 week outside of Business-as-Usual to research, strategise, plan our work. 7 weeks to knuckle down and deliver it.
We're highly collaborative. One of the benefits of a high trust team is we often work autonomously, but as a team we're very collaborative by nature. Two heads are often better than one, and we frequently lean on each other to solve problems together.
We're backed by industry leaders. We're on the DigitalHealth.London Accelerator, backed by the NHS Clinical Entrepreneur Program, winners of the London Business School Healthtech Challenge, Innovate UK, and Y Combinator (S23).

AN OPPORTUNITY FOR REAL UPSIDE

• 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.
• Learning budget of £250 annually and time off to spend it - we care about this; this is flexible and based on need but everyone will receive a yearly allocation towards their continual growth.
• ️ Homemade breakfast and lunch are on the house when you're in the office, ensuring you're fuelled for success!
• Health and fitness budget of £60 per month - see more here
• ‍♂️ An additional 7 days of paid leave is available if you want to take time to learn how to meditate.
• 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. In 2025, we spent 8 days in a surf camp in France!
• No private medical insurance, because we believe in the NHS and we are here to improve it!
• Parental leave: Post passing probation it is: statutory - 6 weeks 90% pay then, SMP for 33 weeks; if you've been an employee for a year: 12 weeks 100% pay then, SMP for 27 weeks; and if you have been here for 2 years: 18 weeks 100% pay then, SMP for 21 weeks. This will improve over time. We also include up to £9,000 of childcare contribution for primary caregivers to support a five-day return where possible.
• Fertility leave. We understand how difficult a fertility journey can be. This is why we give an extra 5 days off per year if you or your partner are going through fertility treatment.
• Pension - We operate a standard 3% employer contribution and employees auto-contribute 5% of their salary. We use Nest as our provider.
• Local living benefit - A one-off benefit to support living closer to the office: £5,000 if you live within a 30-minute walk, or £2,500 within a 30-minute bike. It is optional, available immediately on signing, and not linked to performance or progression.
• If you choose to work late in the office, you can expense dinner after 7pm and an Uber home after 9pm, or earlier if you feel unsafe travelling in the dark. This is optional and about wellbeing, not performance or expectations.
• ⛵️And of course, an adventure of a lifetime!

INCLUSIVE & DIVERSE BY DESIGN
We care about building a product that is loved and a culture that is rich in perspectives, experiences, and backgrounds.

Our team represents more than ten different cultures. We come together every lunch time for a home cooked meal, rotated among team members!

We want everyone in our team to know that they belong. We are purposeful about this and are proactively building a company that is inclusive of all people; from race, religion, sex, sexual orientation, gender identity, age, neurodiversity, disability, colour, and national origin - essentially every type of diversity. We don't just want people who fit in, we want them to fit together. We're active in continually improving the way we make this happen.