CompliMind
Implementation & Customer Success Manager
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About Us
CompliMind is building the operating system for compliance in regulated infrastructure, starting with the NHS estate and expanding into the safety-critical places that keep the country running such as hospitals, prisons, transport hubs, universities, government buildings.
Right now, the work that keeps these buildings safe is fragmented and slow. Evidence sits across PDFs, shared drives and inboxes. Standards run to thousands of pages. Estates and facilities teams, the people responsible for occupant safety, welfare and security, spend too much time finding the right guidance and proving what they have done, instead of running their buildings.
We are changing that with an AI-native platform that brings search, evidence, workflow and assurance into one place, with traceable regulatory grounding built in. NHS Trusts already pay for CompliMind, and hundreds of users rely on it daily in live environments.
We are a ~10-person, high-calibre team based in Cambridge and London, backed by top-tier investors. Both co-founders are Cambridge PhDs. We recently got selected for the NHS Innovation Accelerator. The next 12 months are about taking what works in one vertical and scaling it into new segments. If you want a role with real ownership, high trust, and a chance to help define how a category is built, this is it.
Regulation and compliance aren’t sexy, but the teams we support are critical to keeping regulated infrastructure, like NHS hospitals, running.
The Role
The role has two key parts: owning implementations for specific customers and improving the way that the whole of our CS function operates.
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Owning Customer Implementations and Success
Roughly 60-80% of your time will be spent making sure that your set of customers are using and getting value from CompliMind’s platform. That means:
- Project managing onboardings and implementations
- Training users
- Monitoring usage and developing strategies to drive adoption
- Troubleshooting user issues
- Driving the adoption of new features
This part of the job will involve in-person travel to UK hospitals multiple times a month.
Improving how we operate internally
This is the first additional hire into the CS team. That means you will not just get the chance to own customers, but to actively help shape and refine the way we operate. That could include a range of projects such as:
- Redesigning user training
- Developing tutorials and self-help/self-serve resources
- Building customer support agents
- Developing workflow automations
- Implementing new CS systems
Our systems are processes will never stand still and we want someone who can deliver for customers whilst also having the desire and instinct to improve the tools they work with too.
What We're Looking For
It’s great if you have directly relevant experience, but it’s not a must have. We also want to hear from you if you think you have what it takes but haven’t ever been a CSM before.
We can teach you how to be a CSM, but we can't teach you to be smart, hardworking, and good with people.
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You Must Be
- Intelligent and curious
- Hardworking
- Good with people
- Honest, empathetic, and of high integrity
- Tech fluent and capable of using the basic tools we use every day: Microsoft Office, Claude, Notion, and Slack, etc.
Nice To Haves
- Prior experience (not required, but very helpful)
- As a customer success or implementation manager in a software company or start-up
- Working with or in the NHS
- Working in estates and facilities, engineering, commercial property management, or similar industries
- Using a CRM
Logistics
- Salary: base of £40,000 to £50,000 depending on experience
- Location / hybrid expectations: we have a London HQ with a tech team based in Cambridge. You will be expected to work from the London office a minimum of 2 days per week with other UK travel on a regular basis.
- Seniority / reporting line: you will report to the Head of CS, Ross
Interview Process
- Application Deadline: end of August
- Application: send an email to csm.hiring@complimind.co.uk with
- Your CV and LinkedIn
- A short (3 mins max) video (webcam recording or Loom link is fine) explaining how you know you have our must-haves and highlighting any nice-to-have experience you have. Candid is fine vs perfectly polished.
- Your earliest available start date / length of your current notice period
- Interview with Ross (Head of CS)
- Final stage: a takeaway task and presentation to Ross + Carl (founder and CEO)
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