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.

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.

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