About Hippo Labs
Hippo Labs is at the forefront of transforming healthcare technology for the NHS. Our mission is to empower GP practices with innovative tools that enhance efficiency and improve patient care. Our flagship platform, Hippo Recaller, is revolutionizing proactive care processes, enabling practices to focus on prevention over cure.
In just the last six months, we’ve tripled our growth, facilitated over 30,000 patient appointments, and saved countless hours for practice teams. Join our passionate and dynamic team as we continue to make a meaningful impact in the MedTech space.
Job Overview
As a Customer Success Manager, you’ll play a vital role in delivering exceptional experiences to our customers. You’ll work closely with NHS teams, onboarding new clients, building strong relationships, and driving successful outcomes. This is an opportunity to shape the future of healthcare technology while growing with an ambitious start-up.
Key Responsibilities
Customer Onboarding and Support
- Lead onboarding sessions and provide comprehensive training for new customers.
- Guide clients to maximize the value of our platform.
Relationship Management
- Maintain regular touchpoints with clients to ensure satisfaction and engagement.
- Address customer queries promptly and effectively.
Insights and Reporting
- Use analytics tools to track platform usage and identify opportunities for improved outcomes.
- Create case studies to showcase customer success stories.
Process Development
- Develop and refine workflows, knowledge bases, and support tools.
- Collaborate with sales and leadership to convert trials into long-term customers and lay the foundation for a thriving Customer Success function.
Deep Product Understanding
- Gain an in-depth knowledge of our platform and understand the unique needs of NHS practices and their patients.
Qualifications and Skills
Essential:
- 2–3+ years of experience in Customer Success or related roles.
- Exceptional communication and interpersonal skills.
- Strong organizational skills and the ability to manage multiple priorities.
- Analytical mindset with problem-solving capabilities.
- Passion for healthcare innovation and improving NHS systems.
Preferred but Not Required:
- Experience in NHS primary care or MedTech customer success.
- Background in team management or building new business functions.
Role Details
- Hours: Full-time preferred; part-time considered.
- Salary: £40,000 – £60,000 per annum (depending on experience).
- Location: London (SE1) with flexible remote working options.
- Sponsorship:
- Primarily seeking candidates based in London.
- Visa sponsorship available for exceptional candidates.
Why Join Hippo Labs?
Impact and Innovation
- Make a Difference: Transform NHS practices and improve patient care from day one.
- Shape the Future: Be part of our founding team and help define our trajectory in the MedTech industry.
Competitive Package
- Generous salary with equity options.
- Comprehensive Vitality Healthcare and Smart Pension plan.
Employee Wellbeing
- £500 annual wellbeing budget.
- 25 days annual leave + bank holidays.
Flexible Working
- Results-focused approach with flexible hours and remote work options.
Team Culture
- Monthly socials, plus larger annual Christmas and Summer events.
Hiring Process
Our hiring process consists of 3–4 stages, including:
- Initial application review.
- A case study assessment.
- Detailed in-person interviews.
We aim to complete the process by mid-February 2025.
Application Details
To apply, please submit your CV and a brief cover letter outlining your relevant experience and motivation for the role.
