Founding Customer Success Manager
London, England, United Kingdom of Great Britain and Northern Ireland
Full Time
4 hours ago
Visa Sponsorship
Key skills
AICRMCustomer Success
About this role
GP Automate is seeking a Founding Customer Success Manager to build the Customer Success function from the ground up. The role involves defining onboarding processes, managing customer portfolios, and utilizing AI tools to enhance efficiency and customer retention as the company scales.
Responsibilities:
- Design and own the CS operating model - onboarding journeys, health scoring, Value Review cadences, escalation paths
- Manage the entire portfolio of GP practice accounts, acting as primary point of contact
- Identify risks early and intervene before they become churn
- Lead renewals and expansion conversations with a commercial mindset
- Build lightweight systems and tooling to make CS work at scale - CRM views, playbooks, templates, dashboards
- Use AI tools to automate repetitive CS workflows where possible
- Feed structured customer insight back to Product, Ops, and Tech
- Work within NHS information governance and compliance constraints