Engagement Manager

What You’ll Do

This is a role for operators who want to make a direct, measurable impact. You’ll own the full clinic lifecycle — from the moment a contract is signed to long-term growth and retention. It’s a rare chance to build customer success from the ground up at a fast-scaling health tech company.

• Own the end-to-end customer journey across onboarding, implementation, adoption, retention, and expansion acting as the primary post-sale partner for your clinics.
• Lead structured onboarding and implementation programmes coordinating Product, Engineering, and Support to drive clear milestones, manage risk, and ensure clinics achieve early value and go-live on time.
• Proactively drive product adoption and workflow integration and develop success plans aligned to each clinic’s objectives and delivering enablement, guidance, and best practice recommendations.
• Monitor customer health and engagement signals, act early to mitigate churn risk, and identify expansion opportunities. Partner with clinics to unlock additional value from the platform over time.
• Translate customer feedback into actionable insights, partner closely with Product and Engineering on improvements, and contribute to evolving our engagement playbooks and scalable processes.

What You Bring

• 3+ years in a B2B SaaS Customer Success / Engagement Manager role, or in operational/transformation consulting focused on technology implementation with a proven delivery track record.
• Strong programme and project management capability: you can hold a complex, multi-workstream implementation together without dropping threads.
• Experience managing complex stakeholder environments: clinical, operational, and executive audiences don’t faze you; you adapt your approach and build trust at every level.
• Commercially aware with a focus on retention and growth: you understand how your work connects to revenue and you’re energised by driving measurable outcomes.
• Strong ownership mindset and structured thinking: transparent, direct, and comfortable with ambiguity. You say what you mean and mean what you say.
• Bonus points for experience in healthcare, health tech, or regulated environments, or, familiarity with SaaS adoption frameworks and customer health models.

What We Offer

🌍 Mission-Driven Work

Help solve the global fertility crisis. Every clinic you onboard makes care more accessible for families worldwide.

💰 Generous Rewards

Competitive base salary plus a quarterly variable component tied to clinic growth and adoption. Real equity, real upside.

🚀 Ownership & Impact

No red tape, no waiting for permission. You own your clinics end-to-end — with direct impact on customer success and company growth.

🌱 Growth & Learning

Build skills across implementation, account management, and commercial strategy. Shape processes from the ground up as we scale.

⭐ Early Team Magic

Join an early, high-performing team. Help set the standards for how we engage with customers for years to come.

🏠 Hybrid & Flexible

3 days a week at our Paddington office with flexibility built in. Lunch provided on office days. We trust you to do great work wherever you are.

Why wawa?

Because we’ve already found a strong product-market fit. Because clinics in 14+ countries rely on us every day. Because our platform handles everything from embryology records to patient payments — and we’re just getting started.

Because we’re a small team doing enormous things. Because you’ll never wonder whether your work matters here. And because “helping millions of families start” is the kind of purpose that makes Monday mornings feel different.

Big challenges. Bigger impact. The best colleagues you’ll ever work with. 💪

wawa fertility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

🌐 wawafertility.com · 💼 LinkedIn: wawafertility