Special Projects Associate

We're unlocking access to the NHS, because healthcare is not truly free until it's truly accessible 💙The world’s best healthcare, for free. It's not a new idea, it's called the NHS. But the largest healthcare provider is fundamentally broken. Patient satisfaction is at an all time low, and the biggest reason cited is lack of access. So we’re on a mission to fix it with technology that actually works.We're building the front door of UK healthcare, creating a future where one billion NHS appointments are transparent and instantly bookable, and patients are guided to the right service first time using AI.We're developing critical national infrastructure. Today, 26% of GP practices in England use our patient registration software, while one in five GP practices in London use Bookable Search to help new patients find and book appointments seamlessly.Our latest product, Bookable Navigator, extends this vision by automatically booking appointments for existing patients.We operate from within a working GP practice in East London 🏥 We're backed by Y Combinator, Innovate UK and the NHS Clinical Entrepreneur Programme, and were previously ranked the 8th fastest-growing startup in the UK and 33rd fastest-growing in Europe 🚀⛩️ Our Principles Exciting challenges lie ahead. Guided by our principles, we’ll meet these challenges with a thoughtful and caring approach. These principles drive everything we do at Healthtech-1:💙 Care deeply🏋️‍♀️ Work hard🤝 Be your word💬 Trust in radical truth and transparency 🚀 Do your life's best work🥳 Find the funRead more about our principles and our "why" in the Healthtech-1 Handbook.✨ The roleThis is not a traditional Customer Success role. You’ll sit at the centre of product adoption, customer growth, and operational execution and owning the most critical stage of the customer journey and helping turn early traction into long-term success.If you thrive in fast-paced environments, enjoy solving problems, and want to play a key role in scaling a HealthTech startup, we’d love to hear from you.Salary: Starting at £45,000 + equityOffice Location: - Stratford (E.London) - 4 days onsite & 1 WFH🙋‍♀️ What You’ll Be Responsible ForCustomer Onboarding & AdoptionOwn onboarding for new customers from initial activation through to successful adoptionLead consultative onboarding calls via video and phone, focused on customer outcomes rather than simple product walkthroughsDrive early engagement and ensure customers are actively using the platformDemonstrate measurable ROI within the first 90 days through improved workflows, adoption, and customer outcomesAct as the primary point of contact during the early customer lifecycleTailor onboarding approaches based on customer needs while balancing efficiency and personalisationProduct Launch & GrowthDrive the successful rollout and scaling of new flagship productsDrive upsell opportunities across existing customers and contribute to wider growth targetsIdentify and manage early adopter customers to ensure strong activation and retentionTroubleshoot customer issues in real-time to create a smooth and successful launch experienceProduct Operations & Process BuildingBuild and refine onboarding, support, and operational processes from scratchUse AI tools and automation to improve onboarding, tracking, and internal workflowsCreate scalable playbooks and documentation for future product rolloutsTrack customer usage, feature adoption, and rollout performanceCustomer Insights & Cross-Functional CollaborationGather structured and unstructured customer feedbackTranslate customer insights into actionable product and operational improvementsWork closely with Product, Engineering, Sales, and Account Management teams to improve customer experience and drive adoptionIdentify recurring issues, feature gaps, and opportunities for optimisation🎯 What Success Looks Like in your first 3 monthsUpsell target delivered on time, with strong activation among early adoptersA clear, repeatable onboarding playbook that did not exist before you joinedProduct and engineering trust you as the voice of the customerRetention and usage metrics are being tracked and showing early positive signals By Month 1: Get up to speed, start onboardingUnderstand the product, the customer base, and where the biggest opportunities areMap existing customers by upsell readiness and product fitShadow customer calls and get hands-on with all internal toolsKick off first upsell conversations and launch initial onboardingsIdentify and implement 3 quick wins to improve the onboarding experience By Month 2: Full upsell sprint - scale outreach and drive activationRefine the upsell pitch based on what is working; cut what is notScale outreach using AI tooling to automate follow-ups and personalise at volumeRun structured feedback sessions and write first batch of product improvement tickets By Month 3: Target hit - now build for what's nextHit the target and make sure customers are using the product to its full potentialAudit the full customer journey and formalise onboarding and support processesSet up dashboards and tracking for adoption, usage, and churn signalsDesign a post-onboarding check-in cadence to maintain engagementDeliver a retrospective: what worked, what did not, and what comes next👋 About You1+ years experience in a customer-facing, operational, commercial, or startup environmentExcellent communication skills with confidence running calls and building rapport quicklyCommercially minded with the ability to connect product usage to customer value and outcomesHighly organised and comfortable managing multiple customers and priorities simultaneouslyEnergised by fast-paced environments and excited by solving problemsProactive, adaptable, and willing to operate as a generalist where neededInterested in AI, operational efficiency, and helping build scalable systemsAmbitious and motivated to grow quickly within Customer Success, Operations, or GrowthPassionate about improving healthcare through technology💙 A bit about us💙 We’re all NHS staff. We’re inside-outsiders. Trusted with one of the biggest datasets in the world. 🏥 Our office is within a GP practice. This is our unfair advantage. Got a question? Pop down the corridor. Want to learn how your work affects real patients? Pop downstairs to reception. 💪🏼 4 days in the office and 1 day WFH (for most roles). We highly prioritise in-person communication and prefer candidates who want to work 4+ days a week in the office. Our anchor days are Mon, Tues, Thurs and Fri. Homemade breakfast and lunch are on the house every day when you're in the office, ensuring you're fuelled for success!🌀 We work in growth cycles. Every 8 weeks we do the same set of activities. 1 week outside of Business-as-Usual to research, strategise, plan our work. 7 weeks to knuckle down and deliver it. 🤝 We’re highly collaborative. One of the benefits of a high trust team is we often work autonomously, but as a team we’re very collaborative by nature. Two heads are often better than one, and we frequently lean on each other to solve problems together. 🤜🏽 We’re backed by industry leaders. We’re on the DigitalHealth.London Accelerator, backed by the NHS Clinical Entrepreneur Program, winners of the London Business School Healthtech Challenge, Innovate UK, and Y Combinator (S23).🚀 An opportunity for real upside💉 Paid volunteer days. We offer an additional 2 paid days off per year where you can give back to your mission of choice.🎢 Every 8 weeks we take a day off to socialise as a team. In the past we’ve hiked box hill, raved at All Points East and spent one rainy day at Thorpe park. This works out as 6 working days a year.📚 Learning budget of £250 annually and time off to spend it - we care about this; this is flexible and based on need but everyone will receive a yearly allocation towards their continual growth.🍽️ Homemade breakfast and lunch are on the house when you're in the office, ensuring you're fuelled for success!🥡 Team takeaways every Monday night🥗 Health and fitness budget of £60 per month - see more here🧘‍♂️ An additional 7 days of paid leave is available if you want to take time to learn how to meditate.💫 Tooling; You’ll have your choice of operating systems and any additional tools you need to do your best work (e.g. keyboard, additional monitors, mouse etc). If you’re on our Engineering teams you’ll receive the latest MacBook Pro and our Growth & Ops teams receives a MacBook Air.🩺 We know health and family come first which is why we have a generous sick leave policy with additional days that can be taken for mental health leave.✈️ We prioritise time outside of work to bond, once a year we’ll holiday together! Destination chosen by popular vote. In 2025, we spent 8 days in a surf camp in France!👎 No private medical insurance, because we believe in the NHS and we are here to improve it!🐥 Parental leave: Post passing probation it is: statutory - 6 weeks 90% pay then, SMP for 33 weeks; if you've been an employee for a year: 12 weeks 100% pay then, SMP for 27 weeks; and if you have been here for 2 years: 18 weeks 100% pay then, SMP for 21 weeks. This will improve over time. We also include up to £9,000 of childcare contribution for primary caregivers to support a five-day return where possible.👪 Fertility leave. We understand how difficult a fertility journey can be. This is why we give an extra 5 days off per year if you or your partner are going through fertility treatment.🐖 Pension - We operate a standard 3% employer contribution and employees auto-contribute 5% of their salary. We use Nest as our provider.🏡 Local living benefit - A one-off benefit to support living closer to the office: £5,000 if you live within a 30-minute walk, or £2,500 within a 30-minute bike. It is optional, available immediately on signing, and not linked to performance or progression.🚕 If you choose to work late in the office, you can expense dinner after 7pm and an Uber home after 9pm, or earlier if you feel unsafe travelling in the dark. This is optional and about wellbeing, not performance or expectations.⛵️And of course, an adventure of a lifetime!🌈 Inclusive & Diverse by DesignWe care about building a product that is loved and a culture that is rich in perspectives, experiences, and backgrounds.Our team represents more than ten different cultures. We come together every lunch time for a home cooked meal, rotated among team members!We want everyone in our team to know that they belong. We are purposeful about this and are proactively building a company that is inclusive of all people; from race, religion, sex, sexual orientation, gender identity, age, neurodiversity, disability, colour, and national origin - essentially every type of diversity. We don’t just want people who fit in, we want them to fit together. We're active in continually improving the way we make this happen.