Customer Success Lead

Asterix Health; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Equity

Private health insurance

Dental insurance

London office

Job summary

Asterix Health in London is seeking a seasoned Head of Customer Success to lead the Medical Operations team. This in-person role will own the end-to-end customer journey from onboarding to renewal, expanding our remote GP services across the UK as we scale.

You will build playbooks, coaching, and metrics that drive retention and growth, reporting to the COO and collaborating with the CEO and Medical Director.

Qualifications

• 7+ years in customer success or operations within healthcare.
• Experience in healthtech startup/NHS Primary Care environments.
• Led a CQC inspection.
• Challenged senior colleagues when trade-offs were wrong.
• Strong commercial acumen of service economics.
• Grounded decision-making with imperfect information.
• Fluency in CS metrics: adoption, churn, retention, NRR.
• Experience productising operations and building SOPs.
• Experience using AI, automation and analytics tooling.

Responsibilities

• Define the customer journey health management rhythm across the lifecycle.
• Write and deliver playbooks and SOPs including monthly reporting.
• Coach and develop the Medical Operations team as line manager.
• Drive continuous service improvement from customer feedback.

Skills

Healthcare ops

CS leadership

Healthtech startup

Operational coaching

Data-driven decisions

NHS Primary Care familiarity

CQC experience

Stakeholder management

Service economics

Job description

Quick Summary

Role: Full-time, based in London (in-person)

Compensation: £70,000–£90,000 salary with generous equity

Benefits: Private health + dental (Bupa), post-7pm dinner budget

About Asterix

We're solving the biggest problem in healthcare: The shortage of highly-qualified doctors.

Millions of patients wait weeks for appointments. Millions more are stuck on hospital waitlists. Preventable conditions are missed and go unnoticed. You know this is a societal problem.

Asterix is building the only scalable solution. We are a remote healthcare services provider. We are the only company approved to work with GPs working remotely for the NHS from abroad. Our highly-qualified doctors are augmented by best-in-class technology to make safer, more consistent clinical decisions.

Our DoctorOS platform is becoming the backbone of modern healthcare delivery. We combine rigorous clinical leadership, real-world healthcare workflows, and AI tooling that makes doctors 10x more productive.

Asterix was founded by Julian and Max, who met at Entrepreneurs First. We’re backed by Triple Point Ventures, D2 Fund, DLB Ventures and a group of incredible angels from healthcare, technology and policy backgrounds. We’re deployed at some of the largest healthcare providers in the UK, generating revenue and scaling fast.

Your mission at Asterix

You’ll run and develop Customer Success at Asterix, from Sales handover to renewal. Our Medical Operations team own and manage the practice relationships day-to-day, and will report to you. The way we deliver the service works, and practices nationwide love having Asterix GPs on their team. Your job is to make this system repeatable as we scale from 4 to 10+ new customers launched per month.

What you’ll own

• The operating model. Define the performance and health management rhythm across the customer journey, including pilot and ongoing delivery, and retention.

• Playbooks and Operational SOPs. Write and deliver the internal and external playbooks, including monthly reporting, headcount planning and feedback loops that track account health.

• Medical Operations Team development and coaching. As line manager you will be responsible for empowering, coaching and developing the medical operations team to deliver an industry-leading customer experience.

• Continuous service improvement. Leverage customer feedback to improve the delivery of the service across all accounts.

Who you'll work with

You’ll report to Max (Co-founder & COO) and line manage the Medical Operations team. You’ll work closely with Julian (Co-founder & CEO) on Sales and Customer Experience, Dr Harriet Bradley (Medical Director), on Clinical and Governance and Jamil (Delivery Operations Manager) on GP Supply-side operations.

Who you are

You’re an experienced healthcare operator who’s scaled services. You've worked in an early-stage, high-growth health or healthtech service and know what it takes to build from scratch: you've set up an operational customer success function from the ground up, owned it end-to-end, and grown it alongside the business.

You thrive in the detail (onboarding playbooks, SOPs, KPIs, renewal health) but never lose sight of the bigger picture: retention, expansion and customers who become advocates. You're comfortable with ambiguity, happy to roll up your sleeves, and energised by the idea of building something that genuinely changes how primary care is delivered. Now you want to bring that experience to Asterix, helping GP practices, PCNs, GP Federations and private healthcare providers across the UK get the most from our remote GP workforce and technology as we scale.

You’re likely to have

• 7+ Years of experience working in a Customer Success or Operations role in healthcare.

• Ideally you have worked in a healthtech startup/scaleup or NHS Primary Care focused environment

• Led a CQC inspection.

• Challenged senior colleagues when a trade-off was wrong.

• Strong commercial acumen of service economics, and the ability to communicate it.

• Strong structural thinking and ability to make grounded decisions on imperfect information.

• Fluency in Customer Success metrics: adoption, churn, retention, NRR, etc

• You’ve worked in a fast-growing healthtech or other early-stage tech company.

• You have experience “productising” operations; taking a growing service and building the structures, blueprints and SOPs needed to support a growing team.

• You have experience using AI, automation and analytics tooling.

Why join us

You will have an outsized impact on the trajectory of the company. This is a role where you have the trust, ownership and scope to solve complex, customer-facing problems your way. You'll learn more + faster here vs anywhere else. What it boils down to:

Purpose & Pace: This is a once-in-a-generation shot to solve the biggest problem in healthcare. We are the only company in the country approved to do this. We’re going to take it by moving fast, working with intensity and executing without compromise. We don't want to look back and think we could've pushed harder.

No Friction: We cover whatever tools or resources you need to move fast.

A Tight-Knit Team: We work hard because we care, but we also laugh a lot, eat together, and back each other completely. Everyone here is here because they want to build something meaningful, with people they genuinely like.

This is the role that owns the customer function as we grow the business from 450,000 to 10,000,000+ patients.

You’ll be a great fit for this role if:

You care

You care about yourself and those around you, about your work, the user and the mission. You should get up in the morning and be excited about the day ahead.

You want to work hard

We have ambitious plans and are looking for people with the pace and endurance to get us there. This is a once-in-a-lifetime opportunity to make a dent in something that impacts everyone, and we are not watching from the sidelines. It's not a 9-to-5 job.

You're high agency

We want to work with people that take ownership over complex problems and come up with creative solutions to solve them.

You're a team player

We'll be spending a lot of time together and want to have fun doing so! We host regular team socials and invest in the team.

You're hacky

You have bent reality to achieve something. We want to hear about your latest side project and how you have broken the status quo.

We care about you, not your credentials. We believe what you've worked on and achieved is more important and we look forward to hearing from you!

Our culture: The Asterix way

Humble: We assume we're wrong until the data or a clinician proves otherwise. Curiosity over ego, always.

High-intensity, founder mentality: You don't wait for permission. You push problems to resolution. You act like an owner of the mission, the systems, and the culture. Solving one of society's biggest problems won't happen in a 9-to-5. We work hard, with purpose.

Joyful energy: We take the work seriously not ourselves. We celebrate progress, support each other, and keep the energy high.

In-person by design: We work shoulder-to-shoulder in London. It makes us faster, tighter, and better.

We're an early-stage company with massive ambition. We need real commitment and dedication. The pace here is fast, with ambitious delivery targets. You will thrive if this excites you, but if you are at the stage of your career where you want a traditional 9-to-5 this role is not for you.

Salary and benefits

• Compensation: £70,000–£90,000 salary with generous equity

• 28 days holiday per year + bank holidays

• Central London office (Shoreditch), in-person 5 days a week

• Private health and dental insurance by Bupa

• Team events and regular offsites

Interview process

1. 30 min Intro with Alaister (Head of Talent)

2. 30 min Hiring Manager Interview with Max (Co-founder & COO)

3. 30 min Peer Manager Interview with Dr Harriet Bradley (Medical Director)

4. Take-home Case Study

5. 1 hr in-person Case Study Review with Julian (Co-founder & CEO) and Max (Co-founder & COO)

6. Offer

We've done this process in under a week.