Delivery & Customer Success Manager

Doccla; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave + up to 8 bank holidays

Flexible remote working options

£200 remote working stipend

Employee stock options

4% pension on full basic pay

Private health insurance

Free daily lunch

£500 learning and development budget

Smart Health access

Job summary

A leading healthtech company in Greater London is seeking a Delivery & Customer Success professional to manage client relationships, ensuring needs are met and driving business growth. The ideal candidate will possess strong relationship-building skills, be organised, and able to handle challenging conversations autonomously. This role offers a competitive compensation package and opportunities for growth in a mission-driven team environment.

Qualifications

• Skilled at building trust-based relationships with clients.
• Maintains an organised and structured approach to work.
• Confident in 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 end-to-end creation and implementation of pathways.
• 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 for strategic planning.
• Identify opportunities for upselling.

Skills

Relationship building

Organisational skills

Conflict resolution

Autonomy and decisiveness

Motivational skills

Job description

We’re Doccla, 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, supporting early discharge, acute recovery, long‑term condition management and proactive care.

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, and you’ll be part of a mission‑driven team combining clinical, technical, commercial and operational expertise.

What You’ll Do as 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 internally and externally for seamless execution
• Prepare and present reports to clients—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 utilisation of capacity, driving continuous improvement
• Act as the customer’s advocate within the organisation, ensuring 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
• Identify and pursue opportunities for upselling and driving business growth where possible

What We’re Looking For

• Relationship building and maintenance: Skilled at building trust‑based relationships with clients, fostering long‑term partnerships
• Organised and structured: Maintains an organised, structured approach to work, ensuring all tasks and projects are managed efficiently
• 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 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. We act ethically, always putting patient safety and outcomes first. To thrive here, you’ll need a can‑do attitude, an action‑oriented approach and 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 – 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‑yearly 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—own your impact and continue developing with our full support

Diversity at Doccla

We embrace diversity and are committed to an equal‑opportunity hiring process. Regardless of race, religion, gender identity, sexual orientation, age, disability or background, we encourage you to apply. If you’re excited about the role, we welcome candidates whose experience may not match every point.

Safer Recruitment

We require a Disclosure and Barring Service (DBS) check for all roles. It is an offence to apply for work if you are barred from working with children or vulnerable adults.

Seniority level

Not Applicable

Employment type

Other

Job function

Management and Manufacturing

Industries

Hospitals and Health Care