Customer Success & Support Executive

PredicAire®; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

Join a leading AI-native Care ERP platform as a Customer Success & Support Executive, where you'll enhance client experiences from onboarding to adoption. Utilize your 2-3 years of experience in customer-facing roles to drive client success and retention while working in a supportive, innovative team focused on transforming social care.

Benefits

Career growth opportunities

Supportive and passionate team

Impact on care providers and outcomes

Qualifications

• 2-3 years’ experience in Customer Success, Support, or Account Management.
• Experience in SaaS or social care sector preferred.
• Great communication skills and digital tool proficiency.

Responsibilities

• Lead onboarding and implementation for new clients.
• Train staff and build trusted customer relationships.
• Support change management as clients transition to PredicAire.

Skills

Communication

Problem-Solving

Training

Customer Relationship Management

Job description

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PredicAire is an AI-native, all-in-one Care ERP platform transforming how social care is delivered.

Built by care experts and technologists, our platform is designed to improve lives. We help care providers deliver better, more person-centred care by providing proactive insights, reducing inefficiencies, and empowering frontline teams.

With our platform, customers elevate their quality of care, drive operational excellence and increase efficiency.

We are a growing team of innovators, tech enthusiasts, and care professionals on a mission to reshape the future of social care. And we are just getting started.

About the Role

We are looking for a Customer Success & Support Executive to join our dynamic team and play a key role in delivering exceptional experiences to our customers, from onboarding to adoption and beyond.

You will be the trusted voice for our customers, helping them navigate change, solve challenges, and unlock the full potential of our platform. This is a key role in driving client success, retention and long-term impact.

This role is perfect for someone with 2 to 3 years’ experience in a customer-facing role, ideally in SaaS, healthtech or social care, who thrives in scale-up environments and wants to make a difference.

What You Will Do

• Lead onboarding and implementation for new clients
• Train care staff across different roles and tech confidence levels
• Build trusted relationships by understanding customer goals and checking in regularly
• Offer hands-on support, resolving queries and escalating technical issues
• Use engagement data to spot risks early, trigger proactive interventions and identify ways to encourage deeper platform usage
• Support change management as care homes move from legacy systems to PredicAire
• Encourage customers to leave reviews on Google and Trustpilot
• Gather feedback to inform product improvements and shape future releases
• Contribute to renewals by highlighting platform value and customer success
• Track and report on key metrics: NPS, CSAT, retention, adoption, resolution times
• Log all client interactions and updates in the CRM (e.g., HubSpot or similar)
• Share ideas to improve our customer journey and internal processes as we scale

What We Are Looking For

• 2 to 3 years’ experience in Customer Success, Support, or Account Management
• Experience with SaaS or in the care/social care sector is a strong advantage
• Great communication skills: you know how to listen, explain, and empathise
• Confidence presenting to and training groups (both in-person and virtually)
• Proactive problem-solver who enjoys working across teams to get things done
• Comfortable with digital tools – CRMs, support systems, video calls, etc.
• Organised, self-motivated, and thrives in fast-paced, high-impact teams
• A genuine passion for tech that makes a positive difference in people’s lives
• Strives to deliver a high standard of work and continuously improve, learn and grow.
• A strong work ethic, always able to organise effectively within a small dynamic team and take ownership of actions and outcome.

Why Join Us

• Be part of a company that’s reimagining care with cutting-edge AI
• Work with a supportive, passionate, and mission-aligned team
• Real career growth in a startup that is scaling
• Make a direct impact on care providers, staff and residents

Hiring Process

2. First interview with a line manager or founder

3. Task-based assessment (optional)

4. Final interview with company directors

Are you ready to challenge the norm?Are you looking to be part of an innovative, passionate and dynamic team at the tipping point of transformation in the social care sector? Put your career at the forefront of care technology and join us on our exciting journey of growth.

Reach out with your CV or questions to [e-mail] .

The above job description is intended to describe the general content, identify the essential functions, and requirement for the performance of this job.It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.Any changes will be discussed with you directly and you will be informed of contractual changes in writing.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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