Hippo Labs

Job Summary We're looking for an exceptional Customer Success Manager to join Hippo Labs and take end-to-end ownership of customer outcomes as we scale our products across NHS primary care. You'll own the relationship for a portfolio of GP practices, PCNs and system-level customers - from onboarding through adoption, renewal and expansion. Your role is to ensure customers are successful, engaged, and getting real value from Hippo in a technically and operationally complex NHS landscape, while feeding insight back into product, sales and strategy. This is a high-ownership role in an early-stage company. You'll help shape how Customer Success works at Hippo - defining processes, success metrics and ways of working as we grow. For the right person, there's scope for leadership roles over time. You'll be based primarily from our London Bridge (SE1) office, with flexibility to work from home as needed. We're mainly looking for full-time candidates based in or near London. Unfortunately, we can't sponsor visas for this role, so you must have the right to work in the UK. Salary: £40-60k WTE depending on experience What you'll be doing in this role Owning customer outcomes end-to-end: Taking responsibility for success, retention and growth across your customer portfolio. Onboarding & adoption: Leading onboarding, delivering tailored training, and building clear success plans with customers. Relationship management: Acting as the primary point of contact and trusted partner, particularly in moments of ambiguity or friction. Problem-solving & judgement: Reasoning clearly about product behaviour, constraints and real-world NHS setups to guide customers and resolve issues cleanly. Know Hippo inside out: Build a deep understanding of our product, our customers, and how Hippo works in real NHS settings Health & risk management: Running structured check-ins, using usage and outcome data to assess customer health and intervene early where needed. Insight & feedback: Capturing customer feedback, outcomes and case studies, and feeding patterns back into product, engineering and commercial teams. Building the function: Helping define processes, tooling and playbooks as Customer Success matures at Hippo. We're looking for someone who Communicates with clarity and empathy: Builds trust with non-technical stakeholders and explains complex concepts simply, especially in high-stakes situations. Thinks in systems: Can build a clear mental model of how a product works and reason through complex, real-world scenarios. Loves solving problems: Combines curiosity and analytical thinking to navigate challenges creatively and intelligently. Has strong judgement in ambiguity: Comfortable operating without a rigid playbook, forming views independently and deciding next steps. Owns outcomes, not just activity: Takes responsibility for results, drives work to clean closure, and follows through on commitments. Is organised and pragmatic: Prioritises effectively across multiple customers and workstreams. Cares deeply about impact: Motivated by improving outcomes for GP practices and patients. Experience: Ideally 2-4+ years in Customer Success, Account Management, Implementation or a similar customer-facing role with complex products. Experience in B2B SaaS, startups, healthcare or regulated environments is a plus but not required. 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. 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 the end of January. 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 80k patient appointments and saved thousands of hours for practice teams. Our customers love us and in the last twelve months we've grown over 3x. We're an early-stage start-up based in London with ambitions to build something truly game-changing in the HealthTech 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. 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.