Job Summary

We're looking for a top-tier individual to join our growing team at Hippo Labs doing important, impactful work in the healthcare technology space.

Our Customer Success Manager will work across the business, liaising with new and existing customers to ensure we're delivering great experiences and promote growth for the business and our customers.

As an early stage start-up, we need someone entrepreneurial who wants to take complete ownership of their work and shape this function for the business as we grow rapidly.

The role is being advertised at a salary range of £40-60k per annum (WTE) depending on experience. You’ll be based predominantly at our Head Office in London (SE1) with some flexibility to work from home as needed. We're mainly looking for full-time candidates based in London.

What you’ll be doing in this role

• Onboarding & Support: Lead onboarding, provide training, and guide customers to achieve their goals.
• Relationship Building: Maintain regular touchpoints to ensure customers feel supported and engaged.
• Problem Solving: Respond promptly to queries and proactively identify ways customers can get more value from our platform.
• Insights & Case Studies: Use our internal tools to track usage, identify successes, and showcase outcomes to current and potential customers.
• Process Development: Help set up efficient workflows, knowledge bases, and customer support tools.
• Know everything Hippo: Build a deep understanding of our products and the needs of our practices / their patients - this is critical to everything else.
• Bigger picture: Work with sales to convert trials into customers and with leadership to grow the function. You’ll be laying the groundwork for a thriving Customer Success team here.

We’re looking for someone who

• Is a people person: Excellent communication and an intuitive understanding of customer needs.
• Takes initiative: Thrives in a fast-paced start-up and is comfortable owning workstreams independently.
• Is thoughtful & organised: Can manage multiple priorities while maintaining high attention to detail.
• Loves solving problems: Combines curiosity and analytical skills to overcome challenges creatively and intelligently.
• Shares our mission: Passionate about improving the NHS through technology and genuinely loves to solve our customers’ problems.
• Has experience in CS: Ideally >2-3 years of experience working in similar roles in the past. We are willing to consider outstanding candidates early in their careers

Preferred but not required:

• Experience in NHS primary care or customer success.
• A background in team management or building out new functions.

Even if you don’t meet all the criteria, we encourage you to apply if you’re excited about the role and believe you have the skills to succeed.

Role Details

• Hours: Ideally full-time. Part-time considered.
• Salary: £40,000 - £60,000 per annum (WTE).
• Location: London (SE1) – we prefer working together in the office, but you’ll have the flexibility to work from home when needed.
• Sponsorship: We're primarily looking for candidates already working in London (we can take over existing visa sponsorship). We are only able to sponsor from abroad on an exceptional basis for outstanding candidates. 
• Hiring process: Our process will be c. 3-4 stages after application including a case study and a detailed in-person interview at the end. We’re looking to complete the process by mid-February. 

About Us

The NHS has been a leader in patient care for decades but its technology has always lagged behind. We're here to build platforms that empower NHS teams to work more effectively - delivering better outcomes for patients and simplifying their day-to-day tasks.

Hippo Labs is already transforming technology for NHS GP practices. Our Hippo Recaller platform empowers practices to automate their proactive care processes so that GPs can shift their focus to prevention over cure. By using our platform, practices can improve health outcomes for patients and reduce their own workload. We’re already helping GP Practices up and down the country - last year we facilitated over 30k patient appointments and saved thousands of hours for practice teams. Our customers love us and in the last six months we’ve grown almost 3x.

We're an early-stage start-up based in London with ambitions to build something truly game-changing in the MedTech space. As a small, passionate team, we’re looking for like-minded people who are supremely talented and care deeply about their work so that we can make a real difference to our customers and to the wider NHS.

Why Join Us?

Joining Hippo Labs means being part of something transformative. Here's why you'll love working with us:

🌟 Make an Impact – Your work will directly improve healthcare systems for practices and outcomes for their patients from Day 1.

🚀 Shape the Future – As part of our founding team, you’ll help shape our trajectory as we grow and you’ll have the chance to really change how our NHS works.

💰 Competitive Package – Alongside a great salary, you’ll receive meaningful equity, and a Smart Pension plan designed for the future.

🩺 Wellbeing First – Comprehensive Vitality Healthcare, £500 wellbeing budget, and 25 days annual leave (plus bank holidays).

💼 Flexible Working – We focus on results, not rules, with flexibility in hours and remote working as needed.

🎉 Team Culture – Monthly socials to connect, relax, and have fun together + bigger annual Christmas and Summer get-togethers.

At Hippo Labs, you’ll get the opportunity to grow, thrive, and make a difference – all while working with a smart team that genuinely cares.