Special Projects Associate

We're unlocking access to the NHS, because healthcare is not truly free until it's truly accessible 💙

The world’s best healthcare, for free. It's not a new idea, it's called the NHS. But the largest healthcare provider is fundamentally broken. Patient satisfaction is at an all time low, and the biggest reason cited is lack of access. So we’re on a mission to fix it with technology that actually works.

We're building the front door of UK healthcare, creating a future where one billion NHS appointments are transparent and instantly bookable, and patients are guided to the right service first time using AI.

We're developing critical national infrastructure. Today, 26% of GP practices in England use our patient registration software, while one in five GP practices in London use Bookable Search to help new patients find and book appointments seamlessly.

Our latest product, Bookable Navigator, extends this vision by automatically booking appointments for existing patients.

We operate from within a working GP practice in East London 🏥 We're backed by Y Combinator, Innovate UK and the NHS Clinical Entrepreneur Programme, and were previously ranked the 8th fastest-growing startup in the UK and 33rd fastest-growing in Europe 🚀

⛩️ Our Principles

Exciting challenges lie ahead. Guided by our principles, we’ll meet these challenges with a thoughtful and caring approach. These principles drive everything we do at Healthtech-1:

💙 Care deeply

🏋️‍♀️ Work hard

🤝 Be your word

💬 Trust in radical truth and transparency

🚀 Do your life's best work

🥳 Find the fun

Read more about our principles and our "why" in the Healthtech-1 Handbook .

✨ The role

This is not a traditional Customer Success role. You’ll sit at the centre of product adoption, customer growth, and operational execution and owning the most critical stage of the customer journey and helping turn early traction into long-term success.

If you thrive in fast-paced environments, enjoy solving problems, and want to play a key role in scaling a HealthTech startup, we’d love to hear from you.

• Salary: Starting at £45,000 + equity
• Office Location: - Stratford (E.London) - 4 days onsite & 1 WFH

🙋‍♀️ What You’ll Be Responsible For

Customer Onboarding & Adoption

Own onboarding for new customers from initial activation through to successful adoption

Lead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughs

Drive early engagement and ensure customers are actively using the platform

Demonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomes

Act as the primary point of contact during the early customer lifecycle

Tailor onboarding approaches based on customer needs while balancing efficiency and personalisation

Product Launch & Growth

Drive the successful rollout and scaling of new flagship products

Drive upsell opportunities across existing customers and contribute to wider growth targets

Identify and manage early adopter customers to ensure strong activation and retention

Troubleshoot customer issues in real-time to create a smooth and successful launch experience

Product Operations & Process Building

Build and refine onboarding, support, and operational processes from scratch

Use AI tools and automation to improve onboarding, tracking, and internal workflows

Create scalable playbooks and documentation for future product rollouts

Track customer usage, feature adoption, and rollout performance

Customer Insights & Cross-Functional Collaboration

Gather structured and unstructured customer feedback

Translate customer insights into actionable product and operational improvements

Work closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoption

Identify recurring issues, feature gaps, and opportunities for optimisation

🎯 What Success Looks Like in your first 3 months

Upsell target delivered on time, with strong activation among early adopters

A clear, repeatable onboarding playbook that did not exist before you joined

Product and engineering trust you as the voice of the customer

Retention and usage metrics are being tracked and showing early positive signals

By Month 1: Get up to speed, start onboarding

Understand the product, the customer base, and where the biggest opportunities are

Map existing customers by upsell readiness and product fit

Shadow customer calls and get hands-on with all internal tools

Kick off first upsell conversations and launch initial onboardings

Identify and implement 3 quick wins to improve the onboarding experience

By Month 2: Full upsell sprint - scale outreach and drive activation

Refine the upsell pitch based on what is working; cut what is not

Scale outreach using AI tooling to automate follow-ups and personalise at volume

Run structured feedback sessions and write first batch of product improvement tickets

By Month 3: Target hit - now build for what's next

Hit the target and make sure customers are using the product to its full potential

Audit the full customer journey and formalise onboarding and support processes

Set up dashboards and tracking for adoption, usage, and churn signals

Design a post-onboarding check-in cadence to maintain engagement

Deliver a retrospective: what worked, what did not, and what comes next

👋 About You

1+ years experience in a customer-facing, operational, commercial, or startup environment

Excellent communication skills with confidence running calls and building rapport quickly

Commercially minded with the ability to connect product usage to customer value and outcomes

Highly organised and comfortable managing multiple customers and priorities simultaneously

Energised by fast-paced environments and excited by solving problems

Proactive, adaptable, and willing to operate as a generalist where needed

Interested in AI, operational efficiency, and helping build scalable systems

Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth

Passionate about improving healthcare through technology

💙 A bit about us

💙 We’re all NHS staff. We’re inside-outsiders. Trusted with one of the biggest datasets in the world.

🏥 Our office is within a GP practice. This is our unfair advantage. Got a question? Pop down the corridor. Want to learn how your work affects real patients? Pop downstairs to reception.

💪🏼 4 days in the office and 1 day WFH (for most roles). We highly prioritise in-person communication and prefer candidates who want to work 4+ days a week in the office. Our anchor days are Mon, Tues, Thurs and Fri. Homemade breakfast and lunch are on the house every day when you're in the office, ensuring you're fuelled for success!

🌀 We work in growth cycles. Every 8 weeks we do the same set of activities. 1 week outside of Business-as-Usual to research, strategise, plan our work. 7 weeks to knuckle down and deliver it.

🤝 We’re highly collaborative. One of the benefits of a high trust team is we often work autonomously, but as a team we’re very collaborative by nature. Two heads are often better than one, and we frequently lean on each other to solve problems together.

🤜🏽 We’re backed by industry leaders. We’re on the DigitalHealth.London Accelerator, backed by the NHS Clinical Entrepreneur Program, winners of the London Business School Healthtech Challenge, Innovate UK, and Y Combinator (S23).

🚀 An opportunity for real upside

💉 Paid volunteer days. We offer an additional 2 paid days off per year where you can give back to your mission of choice.

🎢 Every 8 weeks we take a day off to socialise as a team. In the past we’ve hiked box hill, raved at All Points East and spent one rainy day at Thorpe park. This works out as 6 working days a year.

📚 Learning budget of £250 annually a