Blueco Healthcare
Customer Success Manager
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Company
Blueco Healthcare provides the healthcare and pharmacy infrastructure that powers many of the UK’s leading providers. The company supports digital health brands, NHS-commissioned services, insurers, and pharmaceutical programs with robust, scalable solutions. By operating as the infrastructure layer, Blueco Healthcare enables partners to focus on delivering high-quality care while relying on secure, compliant systems. The organization is committed to innovation, collaboration, and long-term partnerships that strengthen the wider healthcare ecosystem.
Role
We are looking for our first dedicated Customer Success hire to take ownership of how we onboard and support our growing network of healthcare clinics.
This is a hands-on role with significant scope to shape how Customer Success operates at Onescript. Your initial focus will be on owning the end-to-end onboarding journey for new clinics, making sure they move smoothly from initial contact through to technical setup and go-live.
Our clinic partners have different requirements depending on how they connect to us. Some will integrate directly with our technology and APIs, while others will use third-party platforms. You will coordinate the full onboarding process across contracting, assurances, technical setup, testing, operational readiness and go-live.
Just as importantly, you will build and improve the onboarding process itself. As we grow, you will identify where onboarding gets stuck, remove unnecessary friction, improve documentation and processes, and create a scalable approach that allows us to onboard an increasing number of clinics efficiently.
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You will build strong relationships with clinic stakeholders throughout this process and become their trusted point of contact as they get set up with Onescript. As the function develops, the role will evolve from primarily owning clinic onboarding into a broader Customer Success / Key Account role, where you will manage relationships across a large portfolio of clinics ensuring they remain engaged, supported and successful.
We are looking for someone with at least 5 years of experience, who enjoys getting into the details, coordinating people and processes, solving problems and building something that can scale.
This is a remote-first role, with flexibility to work either full time, four days per week, or five days per week with a slightly reduced daily schedule. The role reports to the Head of Services and does not include any direct line management responsibilities.
Clinic Onboarding
- Own the end-to-end onboarding journey for new clinics, from initial contact through to successful go-live.
- Act as the central point of coordination for the clinic throughout onboarding across contracting, assurances, operational readiness, technical setup and testing.
- Work with clinics to ensure all necessary information and documentation is completed.
- Help clinics understand the technical and operational requirements for connecting to our pharmacy.
- Coordinate testing, UAT and test orders where required.
- Ensure clinics understand their responsibilities, timelines and next steps throughout the onboarding process.
- Maintain clear visibility of onboarding status, risks, dependencies and outstanding actions.
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Build & Improve the Onboarding Process
- Review and understand our current onboarding process and identify opportunities to improve it.
- Track onboarding activity, timelines, blockers and outcomes.
- Identify recurring bottlenecks, unnecessary steps and points of friction for clinics and internal teams, and translate requirements for product and engineering: self-service, workflow, document handling, FAQs, communication, status visibility and sensible automation / AI support.
- Develop clearer processes, documentation, checklists and onboarding materials.
- Use feedback from clinics and internal teams to continuously improve the onboarding experience.
Clinic Relationships & Customer Success
- Build strong, trusted relationships with clinic stakeholders from the beginning of the onboarding journey.
- Become a trusted point of contact for clinics and ensure they know how to work effectively with our pharmacy.
- Communicate clearly with clinics and ensure actions are followed through to completion.
- As the client portfolio grows, manage relationships across a larger group of clinics.
Cross-Functional Coordination
- Act as the link between clinics and internal teams across operations, clinical, operational, technical, and business functions.
- Ensure the right internal stakeholders are involved at the right stage of onboarding.
- Escalate risks and blockers appropriately and ensure they are driven through to resolution.
- Help improve internal handoffs throughout onboarding.
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