Deep Medical
Customer Success Associate
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Customer Success Associate
London (Hybrid)
Full-time
Reports to: Customer Success Lead
£30k + Equity
About Deep Medical
Deep Medical helps healthcare systems treat more patients by recovering capacity that would otherwise be lost. We are helping drive down the NHS waitlist. Our AI saves lives.
Every day, appointments go unused while patients wait for care. Capacity disappears through cancellations, reschedules and non-attendance, creating a gap between the resources healthcare organisations have and the care they are able to deliver.
Our mission is to solve that problem through Healthcare Capacity Intelligence - a new category of AI-powered infrastructure that helps healthcare organisations identify, recover and redeploy capacity before it is lost.
We’re already delivering measurable impact across the NHS, and the next phase is scaling the platform, expanding our products and expanding into new healthcare markets.
The Role
We are looking for a Customer Success Associate to support the day-to-day delivery of exceptional service to our clients and partners. This full-time, hybrid role based in London will feature a mix of remote and in-person work.
You will own day-to-day communication with existing clients, helping to ensure our NHS and healthcare clients are well supported, engaged, and getting value from Deep Medical’s products. You will be a key point of contact for client queries, working closely with the Customer Success Lead to respond quickly, clearly and thoughtfully.
You will support client onboarding and help deliver successful implementations, coordinate tasks, track progress, follow up on actions, and make sure clients have the information they need at each stage. You will also work closely with Product and Engineering teams to capture client feedback, identify opportunities to improve client experience, and ensure client needs are clearly communicated internally.
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This is a great opportunity for someone who enjoys working with clients, is highly organised, and wants to build experience in customer success, implementation and healthtech.
This role is designed as a development opportunity into a Customer Success Manager position as the company grows. You'll receive hands-on mentoring and increasing ownership of client relationships. This role will report directly to the Customer Success Lead and work collaboratively with cross-functional teams across the organisation.
What you’ll do
- Act as a first point of contact for existing client queries, ensuring timely, helpful and professional responses
- Attend client meetings with NHS operational, digital and clinical stakeholders, gaining experience working with senior leaders across healthcare organisations
- Help clients get the most value from Deep Medical’s products by supporting adoption, engagement and day-to-day usage
- Coordinate customer onboarding and implementation, including coordinating actions, tracking progress and preparing materials
- Work alongside Product and Engineering teams to share client feedback, raise issues, and help prioritise requests
- Prepare client updates, reporting, meeting notes and follow-up actions and make sure these are on track
- Maintain clear records of client conversations, actions, risks and next steps for internal channels
- Support the wider Customer Success team as Deep Medical scales its client base and contribute to the development of internal processes, documentation and customer success materials
- Occasional travel to customer sites and industry events across the UK will be required as part of this role
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What we’re looking for
- 1+ years of experience in a client-facing, operations, implementation, project coordination or customer support role
- Strong written and verbal communication and interpersonal skills, with an ability to build trusted relationships with clients
- Highly organised, with strong attention to detail and the ability to manage multiple tasks at once
- Comfortable working in a fast-paced environment and following through on actions
- Proactive, curious and willing to learn
- Strong problem-solving skills and a practical, solution-focused approach
- Ability to work independently, as well as collaboratively as part of a team
- Knowledgeable in working with data, spreadsheets and internal systems
- Comfortable learning new technology and excited about AI and its application in healthcare
- Experience working with NHS, healthcare or health tech clients desirable but not essential
What we offer
- Competitive salary plus meaningful equity
- Hybrid working (3 days London office)
- 25 days annual leave plus bank holidays
- Two weeks each year working remotely from anywhere in the world
- Weekly team lunches and breakfast
- Dog-friendly office
- Direct access to founders and senior leadership with deep expertise
- Real ownership from day one with opportunities to grow as the company scales
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