Strategic Customer Outcomes Manager

Entrepreneur First; Greater London; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

PassFort based in Greater London is seeking a skilled individual to manage complex customer relationships primarily in the health tech sector. The role involves building trust and ensuring clear communication, while also capturing valuable customer feedback to guide internal teams.

The ideal candidate will demonstrate excellent project management skills and the ability to navigate multiple workstreams effectively. This role offers an exciting opportunity to thrive in a fast-paced environment while contributing to customer success.

Qualifications

• 3+ years of experience in managing complex customer relationships B2B, preferably in health tech or regulated industries.
• Ability to operate with urgency and efficiency in high-pressure situations.
• Strong project management skills, able to keep multiple workstreams on track.

Responsibilities

• Build and maintain long-term, trust-based relationships with customers.
• Act as the central accountability point for customers.
• Listen and capture critical customer feedback to inform internal teams.
• Identify and eliminate process friction for a better customer experience.
• Manage customer interactions from onboarding to expansion.

Skills

Project management

Verbal and written communication

Customer relationship management

Problem-solving

Job description

We pull medical technology from the future to solve human health.

Scarlet is authorised to assess and certify medical devices. We combine clinical, technical and regulatory expertise with AI agents and software so rigorous certification can keep pace with product development at the world’s most ambitious technology companies, without lowering the safety bar.

Our customers have cut a year or more from their certification timelines for new AI-enabled medical devices and shortened product-update cycles from months to weeks. You’ll join a team building the infrastructure that makes these outcomes repeatable at scale.

About the role

As an Account Manager (Customer Outcomes Specialist) at Scarlet, you will own customer relationships from onboarding through expansion. You will keep complex projects on track, remove friction, and ensure customers achieve their goals. You will work day-to-day with ambitious medical technology companies and help them deliver safe devices to patients sooner.

Responsibilities

• Build long-term, trust-based relationships with forward-thinking companies in health tech

• Act as the central point of accountability for customers, ensuring the right outcomes, at the right time, with clear communication throughout.

• Listen closely, capture what matters, and surface it, so internal teams stay aligned with what customers value (and what they don’t) throughout the journey.

• Spot friction early and eliminate it - whether it is process confusion, scope drift, or quiet frustrations.

• Own every key moment - from onboarding to expansion - keeping customers focused and confident, even when the path is complex.

Required qualifications

• You’ve owned complex customer relationships in B2B environments for 3+ years, preferably within the health tech industry and/or a regulated industry.

• You operate with a bias for action. Customers turn to you in critical moments, and internal teams count on your signal to make smart bets.

• You have strong project management skills. You connect dots, see risks early and keep multiple workstreams on track without breaking a sweat.

• You have an insatiable curiosity and thrive in a fast-paced and innovative environment, eager to think creatively and iterate quickly.

• Your verbal and written communication skills are exemplary, aligned with MECE principles and adapted to an asynchronous work environment.

The Interview Process

• Intro call with Aarzoo (30 mins)

• Round 1: CX team interviews: Rachel (60 min), Steven (30 min)

• Round 2: Founder interviews: James and Jamie (2x30 min)

• Referencing

• Offer