Delivery & Customer Success Manager

Doccla; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading healthtech company in the UK is seeking a Delivery & Customer Success Manager to oversee client relationships, managing the implementation of patient care pathways. The ideal candidate should have a strong healthcare background, excellent organizational skills, and the ability to handle challenging conversations with confidence. This position offers a range of benefits including financial incentives, wellness programs, and a supportive work culture, aiming to enhance partnerships and client satisfaction in a growing organization.

Benefits

25 days annual leave

Flexible remote options

Private health insurance

Free daily lunch

500 L&D budget per person

Qualifications

• Skilled at building and maintaining 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.

Responsibilities

• Take full ownership of the client relationship leading meetings.
• Manage the end-to-end creation and implementation of pathways.
• Prepare and present reports to clients regularly.
• Act as the customers advocate within the organisation.

Skills

Relationship Building

Organised and Structured

Navigating Challenging Conversations

Motivational Skills

Education

Healthcare Background

Tools

Microsoft Project

Agile Methodology

Scrum

Job description

A Bit About Us

Were Doccla and were 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.

Were 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.

Were building the category leader in Virtual Care and Remote Patient Monitoring. Youll be part of a highly entrepreneurial mission‑driven team that combines expertise across clinical technical commercial and operational domains.

Were solving real problems for patients and health systemsand growing fast.

What Youll Do as a Delivery & Customer Success Manager

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 customers 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 Were 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
• Must come from a healthcare background.

How We Work

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

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

Were 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 13 days per week where youll find great lunch barista coffee and a pet‑friendly space. Some roles are fully remote depending on the team and responsibilities.

What Youll 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 Europes 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.

Were committed to equal opportunity hiringregardless of race religion gender identity sexual orientation age disability or background. If youre excited about the role we encourage you to apply even if your experience doesnt 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.

Key Skills

Project Management Methodology, Kanban, Project / Program Management, Agile, Waterfall, Project Leadership, Application Development, Project Management, Scrum, Microsoft Project, SDLC, Project Implementation

Employment Type

Full Time

Experience

years

Vacancy

1