Engagement Manager

wawa fertility; City of Westminster; Hybrid; GBP 50.000 - 75.000; Vollzeit

Benefits dieser Stelle

Equity

Quarterly bonus

Hybrid work

Lunch provided

Zusammenfassung

wawa fertility is seeking an experienced Customer Success / Engagement Manager to own the end-to-end clinic journey from onboarding to expansion. You’ll partner with Product, Engineering, and Support to drive value for clinics and patients, building trust and delivering measurable outcomes in a fast-scaling health tech environment.

This hybrid role offers London Paddington (3 days in-office) or Copenhagen (3 days in-office) with flexible work arrangements.

Qualifikationen

• 3+ years in a B2B SaaS Customer Success/Engagement role.
• Strong program and project management capabilities.
• Experience managing complex stakeholder environments.
• Focused on retention and growth with measurable outcomes.
• Comfortable with ambiguity and driving value across clinics.

Aufgaben

• Own end-to-end clinic journey from onboarding to expansion.
• Lead onboarding and implementation with Product, Engineering, Support.
• Drive product adoption and workflow integration with enablement plans.
• Monitor health signals and mitigate churn while identifying expansion.
• Translate feedback into insights and help evolve engagement playbooks.

Kenntnisse

B2B SaaS

Customer Success

Stakeholder management

Program management

Retention & growth

Tools

CRM software

Jobbeschreibung

London (Paddington) Hybrid (3 days in-office) Full-time, or,

Copenhagen Hybrid (3 days in-office) Full-time

About wawa fertility

17% of adults worldwide need help to have a baby — and by 2050, that number will reach nearly 50%. Yet only 2% can access fertility treatment today. That’s not a gap; it’s a canyon. And we’re building the bridge.

At wawa fertility, we’re on a mission to make fertility care accessible to 100% of those who need it — transforming success rates and accessibility worldwide. Our end-to-end platform digitises the entire fertility journey, enabling clinics to swap spreadsheets for seamless workflows and spend less time on admin, more time on life-changing care.

We’re not tiptoeing around an industry plagued by stale incumbents and outdated tech. We’re sprinting through it. With proven product-market fit, our platform is live in 14+ countries and scaling fast. Clinics trust us. Patients rely on us. And the impact we’re making is real.

We’re building the operating system for the future of fertility care. And we’d love you to help us deliver it.

The Mission

“To make fertility care accessible to everyone who needs it — because the right to start a family shouldn’t depend on where you live or what you earn.”

Who You Are

You’re the kind of person who walks into a new client relationship and immediately starts mapping the path to value. You thrive when the problem is complex, the stakeholders are demanding, and the outcome genuinely matters.

You don’t just manage accounts; you own outcomes. You care about the humans behind every clinic - the nurse whose day you’ve just made easier, the clinical director who finally trusts the platform. Structured delivery and genuine relationships aren’t trade-offs for you; they go hand in hand.

Autonomy energises you. You set your own timelines, own your clinics, and keep the team in the loop without being asked. You build process where none exists, move fast without cutting corners, and never leave a customer wondering what happens next.

What You’ll Do

This is a role for operators who want to make a direct, measurable impact. You’ll own the full clinic lifecycle — from the moment a contract is signed to long-term growth and retention. It’s a rare chance to build customer success from the ground up at a fast-scaling health tech company.

• Own the end-to-end customer journey across onboarding, implementation, adoption, retention, and expansion acting as the primary post-sale partner for your clinics.
• Lead structured onboarding and implementation programmes coordinating Product, Engineering, and Support to drive clear milestones, manage risk, and ensure clinics achieve early value and go-live on time.
• Proactively drive product adoption and workflow integration and develop success plans aligned to each clinic’s objectives and delivering enablement, guidance, and best practice recommendations.
• Monitor customer health and engagement signals, act early to mitigate churn risk, and identify expansion opportunities. Partner with clinics to unlock additional value from the platform over time.
• Translate customer feedback into actionable insights, partner closely with Product and Engineering on improvements, and contribute to evolving our engagement playbooks and scalable processes.

What You Bring

• 3+ years in a B2B SaaS Customer Success / Engagement Manager role, or in operational/transformation consulting focused on technology implementation with a proven delivery track record.
• Strong programme and project management capability: you can hold a complex, multi-workstream implementation together without dropping threads.
• Experience managing complex stakeholder environments: clinical, operational, and executive audiences don’t faze you; you adapt your approach and build trust at every level.
• Commercially aware with a focus on retention and growth: you understand how your work connects to revenue and you’re energised by driving measurable outcomes.
• Strong ownership mindset and structured thinking: transparent, direct, and comfortable with ambiguity. You say what you mean and mean what you say.
• Bonus points for experience in healthcare, health tech, or regulated environments, or, familiarity with SaaS adoption frameworks and customer health models.

What We Offer

• Mission-Driven Work Help solve the global fertility crisis. Every clinic you onboard makes care more accessible for families worldwide.
• Generous Rewards Competitive base salary plus a quarterly variable component tied to clinic growth and adoption. Real equity, real upside.
• Ownership & Impact No red tape, no waiting for permission. You own your clinics end-to-end — with direct impact on customer success and company growth.
• Growth & Learning Build skills across implementation, account management, and commercial strategy. Shape processes from the ground up as we scale.
• Early Team Magic Join an early, high-performing team. Help set the standards for how we engage with customers for years to come.
• Hybrid & Flexible 3 days a week at our Paddington office with flexibility built in. Lunch provided on office days. We trust you to do great work wherever you are.

Why wawa?

Because we’ve already found a strong product-market fit. Because clinics in 14+ countries rely on us every day. Because our platform handles everything from embryology records to patient payments — and we’re just getting started.

Because we’re a small team doing enormous things. Because you’ll never wonder whether your work matters here. And because “helping millions of families start” is the kind of purpose that makes Monday mornings feel different.

Big challenges. Bigger impact. The best colleagues you’ll ever work with.

wawa fertility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

wawafertility.com · LinkedIn: wawafertility