Dyad
Senior Customer Success & Enablement Executive
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About Dyad
Dyad's mission is to improve the delivery and efficiency of healthcare.
We are building a platform to model and manage the flow of information within healthcare organisations, improving outcomes for patients, payers, and healthcare providers. We believe data handling in current healthcare systems is needlessly complex and disconnected, leading to isolated and inefficient decision making. To showcase how this technology can advance the delivery of healthcare and improve lives, we build and deploy products for healthcare providers and payers into the UK and US markets.
Dyad is an energetic, early-stage scale-up, currently around 50 employees. Our team is growing as we explore new markets and opportunities. We are passionate about technology and its applications in worthwhile ventures. New joiners will have a significant impact on the direction of the company, as well as our culture.
Our Products
Dyad's Platform: Dyad's products are founded upon our Semantic AI platform, which enables payers and providers to access cutting-edge AI capabilities for their own use cases and applications. Our partners either use the platform APIs directly or work with us to develop applications for their use cases. For more information, please see our Platform page.
Primary care operations: Dyad develops a suite of products for healthcare operations, including:
- BetterLetter, our AI tool helping practices decrease their admin burden in processing clinical letters. We use this to reduce staff time spent identifying codes to be applied to the record as well as suggesting follow-up tasks and workflow optimisations. BetterLetter helps providers save time, save cost, improve performance under audit and build staffing resilience
The Role
As a Senior Customer Success & Enablement Executive at Dyad, you will play a key role in ensuring GP practices realise the full value of BetterLetter, our AI-powered clinical coding and workflow platform.
This is a managerial role within our growing Customer Success team, combining hands-on ownership of customers with team leadership, coaching and operational responsibility. Alongside managing your own portfolio of GP practices, you will support the Head of Customer Success in the day-to-day leadership of the team, helping maintain high standards across onboarding, training, customer engagement, adoption and retention.
You will act as a deputy to the Head of Customer Success, providing support and guidance to other members of the team, helping prioritise customer activity and stepping in on more complex customer situations where required.
Your experience working within UK primary care will also be an important part of the role. You will bring first-hand understanding of how GP practices operate, including the pressures faced by practice teams, document management and coding workflows, and the systems they use every day. You will use this knowledge to strengthen our Customer Success approach, coach colleagues and help ensure BetterLetter fits effectively into real-world primary care workflows.
You'll partner closely with practice managers, administrators, clinicians and digital leads to support customers from implementation through to long-term adoption. You'll help practices embed BetterLetter into their day-to-day workflows, deliver engaging training, identify opportunities to improve usage and become a trusted advisor to your customer portfolio.
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Responsibilities
Team Leadership & Customer Success Operations
- Act as a deputy to the Head of Customer Success, supporting the day-to-day running and prioritisation of the Customer Success function
- Provide line management, coaching and ongoing support to members of the Customer Success team
- Support colleagues with more complex customer situations, including adoption challenges, escalations and customers at risk of churn
- Help maintain consistent standards across onboarding, training, customer reviews and ongoing account management
- Support the Head of Customer Success in monitoring customer health, team priorities and emerging risks across the customer base
- Use your primary care experience to coach and develop colleagues' understanding of GP practice workflows, systems and operational pressures
- Identify opportunities to improve the efficiency and effectiveness of the Customer Success team as Dyad continues to scale
- Deputise for the Head of Customer Success in relevant customer and internal meetings when required
Customer Onboarding & Enablement
- Deliver high-quality onboarding for new GP practices, ensuring customers are set up for long-term success
- Plan and deliver engaging remote and on-site training sessions tailored to different practice roles and levels of experience
- Help practices translate BetterLetter into effective day-to-day workflows, using your understanding of primary care operations to recommend practical approaches
- Develop customer guidance, training materials and best-practice resources
- Support other members of the Customer Success team to continually improve the quality and consistency of customer onboarding and training
Customer Success & Relationship Management
- Manage a portfolio of GP practice customers, building trusted relationships with practice managers, administrators and clinical teams
- Conduct regular customer success reviews to understand customer goals, demonstrate value and identify opportunities to improve adoption
- Act as the primary point of contact for your customer portfolio, coordinating with internal teams to resolve issues effectively
- Take ownership of more complex or higher-risk customer situations where additional experience or senior support is required
- Proactively identify and manage retention risks, working with customers to understand underlying issues and agree appropriate recovery plans
Adoption & Customer Insights
- Monitor customer health, product usage and adoption metrics, proactively identifying practices that may require additional support
- Analyse customer data and feedback to identify trends, opportunities and potential risks
- Work with customers to optimise workflows and maximise the value they receive from BetterLetter
- Identify common themes across the customer base and help translate these into scalable interventions for the wider Customer Success team
Product & Process Improvement
- Capture customer feedback, feature requests and workflow challenges, working closely with Product and Engineering teams to improve the platform
- Bring practical primary care expertise into internal discussions about product design, workflow and customer experience
- Contribute to the continuous improvement of Customer Success playbooks, onboarding processes, retention strategies and internal documentation
- Share customer insights with colleagues across the business to help shape future product development and service delivery
- Help identify opportunities to make Customer Success processes more scalable as our customer base grows
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Customer Advocacy
- Build strong customer relationships that support retention, customer satisfaction and advocacy
- Identify opportunities for customers to participate in case studies, reference calls, webinars and user groups
- Help identify and develop examples of measurable customer impact and best practice that can be shared across our customer community
Requirements
Must-Have
- At least 2 years' experience working within UK primary care, ideally within a GP practice or in a role involving close day-to-day work with GP practice teams
- Strong practical understanding of GP practice workflows, administration and document management, and the operational pressures facing primary care teams
- Working knowledge of EMIS Web and/or SystmOne, Docman and other primary care systems
- Line management or team leadership experience, including coaching, supporting performance and developing colleagues
- Experience supporting customers or stakeholders through implementation, change management, Customer Success or digital transformation
- Experience taking ownership of complex issues and confidently supporting colleagues with customer escalations and problem-solving
- Excellent organisational and project management skills, with the ability to manage your own customer portfolio while supporting wider team priorities
- Strong presentation and training skills, with confidence delivering sessions to groups both remotely and in person
- Excellent communication and relationship-building skills, with the confidence to engage with both frontline users and senior stakeholders
- Strong analytical skills with confidence interpreting customer data, identifying trends and turning insight into action
- Comfortable using SaaS platforms and CRM systems such as HubSpot, Salesforce or Copper
- Highly organised, proactive and naturally curious, with the judgement to prioritise effectively in a fast-moving environment
- Ability to learn quickly and thrive within a fast-paced scale-up
- Willingness to travel to customer sites across the UK
Nice-To-Have
- Customer Success, Implementation or Enablement experience within a SaaS or health-tech environment
- Clinical coding knowledge, including SNOMED CT, QOF and IIF
- Experience supporting customer retention, churn prevention or service recovery
- Experience using Customer Success platforms
- Experience using productivity or project management tools such as Airtable, Linear, Trello or similar
- Experience contributing to the development of processes, playbooks or ways of working within a growing team
Benefits
- Competitive Salary
- Company Pension
- 25 days of paid annual leave
- A fun and flexible hybrid working environment
- Access to our Employee Assistance Programme - Health Assured
- A modern, dog-friendly office located near Chancery Lane with free drinks
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