Customer Success Lead

Doctify; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A HealthTech leader is seeking a Customer Success Lead in London to manage a team and drive the success of their platform. The role includes overseeing enterprise customers, collaborating with various departments, and refining customer interactions. A strong background in Customer Success, particularly in SaaS, is essential for this position. Competitive compensation and benefits are offered, along with a hybrid working model.

Benefits

28 days annual leave

Remote work flexibility

Hybrid working model

Enhanced Parental Leave

Medicash health cash plan

Employee referral bonus

Qualifications

• 4 years' experience in Customer Success or Account Management, including 1 year as a lead.
• Commercial mindset with experience in managing targets.
• Experience in coaching Account Managers.

Responsibilities

• Lead and develop a high-performing customer success team.
• Manage a portfolio of enterprise customers.
• Collaborate with Sales, Product, and Marketing teams.

Skills

Customer Success experience

Account Management

SaaS experience

Coaching and mentoring

Communication skills

Relationship management

Data-driven decision making

Tools

Salesforce

Gainsight

Metabase

Job description

We’re Doctify

Doctify is a global HealthTech leader building the largest global network of validated healthcare providers and experts. Our mission is to help millions of patients around the world find the right doctor or clinic when they need care.

Backed by $30m+ in funding and operating across 5 countries, we’ve already supported over 100 million patients and we’re just getting started.

About The Role

We are currently looking for a Customer Success Lead to join our team here at Doctify, owning the commercial performance of the whole portfolio and the end-to-end customer journey.

The role will provide you with the opportunity to have a significant impact as a Customer Success lead, responsible for the success of our innovative health-tech platform in the UK region. You will be leading a talented team of two in the UK.

You’ll Be Responsible For

• Leading, managing, and developing a high performing customer success team
• You’ll own a small portfolio of enterprise customers directly, helping them maximise their product adoption and commercial footprint with Doctify
• Working closely with other Doctify Leaders such as Sales, Product, Marketing, and Support, ensuring smooth collaboration, mutual support, and alignment
• Continuously refining success motions and customer lifecycle touch-points, ensuring consistency, scalability, and a high standard of customer experience
• Setting, communicating, and driving the achievement of quarterly CS strategy and goals
• Seeking to better understand what drives churn and expansion for us, and ensuring a strong feedback loop with both Product and Sales

About You

• You have 4 years’ of Customer Success/ or Account Management experience, including at least 1 year’ as a high-performing Account Management lead, within SaaS
• You have a commercial approach to Customer Success with experience in managing both commercial and adoption targets
• You have experience with coaching and mentoring commercially focussed Account Managers
• You have knowledge of Salesforce, Gainsight, and Metabase
• You have the confidence to make data and experience led decisions to drive development of Account Management within a startup environment
• You have a track record of successful collaboration with Sales and Customer Success leaders
• You have the confidence to challenge leadership with best practice, customer success methodologies, and approaches
• You have experience dealing with a multitude of complex customer challenges and have the required experience to handle any customer escalations from your team promptly and effectively
• You possess natural communication and leadership skills, and have excellent relationship management skills

What We Offer

At Doctify, we shape careers with purpose. Our benefits are designed to fuel your growth, flexibility, and wellbeing.

Time Off, Flexibility & Balance

• 28 days annual leave (25 + 3 between Christmas and New Year), earning up to 30 days leave with tenure
• 2 weeks of remote work annually (within 3-hour time zone of HQ)
• Hybrid working model
• Enhanced Parental Leave
• 2 weeks Peternity Leave to welcome your newest furry family member
• Medicash health cash plan

Setting You Up for Success

• Competitive, benchmarked compensation (base salary plus commission)
• 3-month immersive onboarding experience
• Ongoing learning through expert-led sessions, leadership insights, and soft-skill development
• Clear internal mobility pathways to accelerate your career

The Uniquely Doctify Experience

• Daily team huddles to connect, share wins and spark ideas
• Regional Lunch Clubs & team socials powered by our Fun Police
• Quarterly Doctifier nominated Impact Awards
• Employee referral bonus: £700 (or local equivalent) per hire
  
  

Our Commitment to DEIB

Diversity, equity, inclusion and belonging aren’t just values. They’re at the core of what makes us Uniquely Doctify. These principles shape how we work, how we build our teams, how we design our policies, and how we bring our mission to life.

As a global team, we know that diverse perspectives drive innovation and lead to better outcomes for patients, providers and each other. We’re committed to creating a fair, inclusive environment where everyone is heard, respected and empowered to thrive.

We want to ensure that everyone has an equitable and comfortable experience throughout our hiring process. If you require any adjustments, we’re happy to discuss how we can support you. You can contact us at [e-mail].