Account Manager (Customer Outcomes Specialist)

Jackalope Digital LLC; Greater London; Hybrid; GBP 60,000 - 70,000; Full time

Job summary

Scarlet is a leader in medical device certification, combining clinical, regulatory and technical expertise to accelerate safe device development for health-tech companies.

As Account Manager (Customer Outcomes Specialist), you will own customer relationships from onboarding through expansion, ensuring complex projects stay on track and customers reach their goals. You will collaborate with ambitious partners to deliver safe devices to patients sooner.

Qualifications

• 3+ years owning complex B2B customer relationships, preferably in health tech or regulated industry.
• Bias for action; act as the central point for customers and signal to internal teams.
• Strong project management; connect dots, manage multiple workstreams.
• Insatiable curiosity; thrive in a fast-paced, innovative environment.
• Exemplary verbal and written communication, MECE and asynchronous work.

Responsibilities

• Build long‑term, trust‑based relationships with forward‑thinking health-tech companies.
• Act as the central point of accountability for customers with clear, timely communication.
• Listen closely, surface what matters, and align internal teams with customer needs.
• Spot friction early and eliminate it in processes, scope, or frustrations.
• Own onboarding to expansion and keep customers focused and confident.

Skills

B2B account management

Healthcare technology

Project management

Strong communication

MECE communication

Job description

We pull medical technology from the future to solve human health.

Scarlet is authorised to assess and certify medical devices. We combine clinical, technical and regulatory expertise with AI agents and software so rigorous certification can keep pace with product development at the world’s most ambitious technology companies, without lowering the safety bar.

Our customers have cut a year or more from their certification timelines for new AI-enabled medical devices and shortened product-update cycles from months to weeks. You’ll join a team building the infrastructure that makes these outcomes repeatable at scale.

About the role

As an Account Manager (Customer Outcomes Specialist) at Scarlet, you will own customer relationships from onboarding through expansion. You will keep complex projects on track, remove friction, and ensure customers achieve their goals. You will work day-to-day with ambitious medical technology companies and help them deliver safe devices to patients sooner.

Responsibilities

• Build long‑term, trust‑based relationships with forward‑thinking companies in health tech

• Act as the central point of accountability for customers, ensuring the right outcomes, at the right time, with clear communication throughout.

• Listen closely, capture what matters, and surface it, so internal teams stay aligned with what customers value (and what they don’t) throughout the journey.

• Spot friction early and eliminate it - whether it is process confusion, scope drift, or quiet frustrations.

• Own every key moment - from onboarding to expansion - keeping customers focused and confident, even when the path is complex.

Required qualifications

• You’ve owned complex customer relationships in B2B environments for 3+ years, preferably within the health tech industry and/or a regulated industry.

• You operate with a bias for action. Customers turn to you in critical moments, and internal teams count on your signal to make smart bets.

• You have strong project management skills. You connect dots, see risks early and keep multiple workstreams on track without breaking a sweat.

• You have an insatiable curiosity and thrive in a fast‑paced and innovative environment, eager to think creatively and iterate quickly.

• Your verbal and written communication skills are exemplary, aligned with MECE principles and adapted to an asynchronous work environment.

The Interview Process

• Intro call with Aarzoo (30 mins)

• Round 1: CX team interviews: Rachel (60 min), Steven (30 min)

• Round 2: Founder interviews: James and Jamie (2x30 min)

• Referencing

• Offer

Compensation: £60K – £70K Offers Equity

• £60K – £70K Offers Equity