Engagement Manager

wawa fertility; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Lunch provided on office days

Equity

Job summary

wawa fertility in London (Paddington) is seeking a Customer Success / Engagement Manager to own the full clinic lifecycle—from onboarding to long-term growth—in a fast-scaling health-tech environment. You will lead onboarding, implementation, adoption, retention, and expansion, coordinating Product, Engineering, and Support to achieve clear milestones and early value.

You will manage complex stakeholders across clinical, operational, and executive levels, focused on retention and growth with a

Qualifications

• 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.
• Experience managing complex stakeholder environments across clinical, operational, and executive audiences.

Responsibilities

• Own the end-to-end clinic lifecycle from onboarding to long-term growth and retention.
• Lead onboarding and implementation programmes coordinating Product, Engineering, and Support to hit milestones and value.
• Drive product adoption and workflow integration with success plans aligned to clinic objectives.
• Monitor customer health signals and mitigate churn risk while identifying expansion opportunities.
• Translate feedback into actionable insights to improve engagements and scalable processes.

Skills

B2B SaaS

Programme management

Stakeholder management

Retention & growth

Ownership mindset

Job description

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.

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