Delivery & Customer Success

Doccla UK Limited; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A progressive healthcare provider in London seeks a Delivery & Customer Success professional to enhance client relationships and manage performance. The ideal candidate will take ownership of client initiatives, collaborate with teams, and drive continuous improvement. Strong relationship-building skills and the ability to navigate challenges are essential. The role offers a competitive compensation package within a collaborative environment.

Benefits

25 days annual leave + up to 8 UK bank holidays

Flexible remote options

Employee stock options

Private health insurance

Free daily lunch

Qualifications

• Skilled at building and maintaining strong, trust-based relationships with clients.
• Maintains an organised and structured approach to work.
• Confident and adept at handling difficult conversations.
• Operates with a high level of autonomy.
• Inspires and motivates others with a positive attitude.

Responsibilities

• Take full ownership of the client relationship.
• Manage the end-to-end creation and implementation of pathways.
• Regularly prepare and present reports to clients.
• Lead initiatives to enhance client engagement.
• Act as the customer's advocate within the organisation.
• Collaborate with the commercial team to execute a strategic account plan.

Skills

Relationship Building and Maintenance

Organised and Structured

Navigating Challenging Conversations

Autonomous and Decisive

Motivational

Job description

🌍 A Bit About Us

We’re Doccla, and we’re redefining where and how healthcare is delivered.

Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home. We support patients across the full care journey—from early discharge and acute recovery to long-term condition management and proactive care.

We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows.

We currently work with over 60% of NHS ICBs and supporting health systems across the including UK, Ireland, France, and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care.

We’re backed by top European investors, having secured £35m in Series B funding led by Lakestar, with participation from Elaia, General Catalyst, Speedinvest, and Bertelsmann.

🚀 Why Join Us?

This is your chance to join Doccla at a key stage in our growth.

We’re building the category leader in Virtual Care and Remote Patient Monitoring. You’ll be part of a highly entrepreneurial, mission‑driven team that combines expertise across clinical, technical, commercial, and operational domains.

We’re solving real problems for patients and health systems—and growing fast.

🧑⚕️ What You’ll Do as a Delivery & Customer Success

• Take full ownership of the client relationship, leading meetings, and ensuring their needs and expectations are consistently met

• Manage the end-to-end creation and implementation of pathways, coordinating efforts both internally and externally to ensure seamless execution

• Regularly prepare and present reports to clients including: SLA reports, red alert reports, patient feedback reports, referral reports, etc and create action plans to optimise performance

• Lead initiatives to enhance client engagement and ensure optimal utilization of capacity, driving continuous improvement

• Act as the customer’s advocate within the organisation, ensuring their feedback is escalated to the appropriate team

• Collaborate with the commercial team to define and execute a strategic account plan for each client, aligning efforts with business objectives

• Where possible, identify and pursue opportunities for upselling and driving business growth

💡 What We’re Looking For

• Relationship Building and Maintenance: Skilled at building and maintaining strong, trust-based relationships with clients, fostering long-term partnerships

• Organised and Structured: Maintains an organised and structured approach to work, ensuring all tasks and projects are managed efficiently and effectively

• Navigating Challenging Conversations: Confident and adept at handling difficult conversations, maintaining professionalism, and finding solutions in complex situations

• Autonomous and Decisive: Operates with a high level of autonomy, making informed decisions quickly and effectively to drive progress

• Motivational: Inspires and motivates others with a positive attitude, fostering a collaborative and productive work environment

🧠 How We Work

We empower everyone at Doccla to take ownership of their work and the company's mission. We act ethically and always put patient safety and outcomes first.

To thrive here, you’ll need a can‑do attitude and an action-oriented approach, along with a willingness to learn and grow through open feedback.

We’re a hybrid team, with offices in London, Denmark, Germany, and Stockholm. Most of our team is London‑based and enjoys in‑person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet‑friendly space. Some roles are fully remote, depending on the team and responsibilities.

🎁 What You’ll Get

Annual Leave & Holidays
🌴 25 days annual leave + up to 8 UK bank holidays
🔄 Option to buy or sell holidays

Remote Working
🏡 Flexible remote options
💻 £200 remote working stipend

Financial Benefits
📈 Employee stock options
💸 4% pension on full basic pay
🛡️ 4x salary life insurance

Health & Wellness
🩺 Private health insurance
🫄 4 months full pay for birthing parent*
👶🏽 4 weeks full pay for non‑birthing parent*
🤒 Sick pay

In‑Office Perks (London HQ)
🍝 Free daily lunch
🐶 Pet‑friendly office

Other Benefits
📚 £500 L&D budget per person
🚲 Cycle to work scheme

Via Smart Health:
🧑⚕️ 24/7 GP appointments
🧠 Mental health support
🥗 Nutrition & fitness advice
🧪 Second opinions & health checks

🏆 In Return for Your Hard Work

• A competitive compensation package (base + stock options), with half‑year and annual performance reviews

• The chance to work on patient‑first, system‑level healthcare challenges in one of Europe’s leading healthtech companies

• Opportunities for growth and leadership—we want you to challenge the status quo, own your impact, and continue developing, with our full support

🤝 Diversity at Doccla

We embrace diversity. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences.

We’re committed to equal opportunity hiring—regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you're excited about the role, we encourage you to apply even if your experience doesn't match every point.

🔐 Safer Recruitment

We are committed to safer recruitment practices. As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles.

It is an offence to apply for such work if you are barred from working with children or vulnerable adults.