Customer Success Lead

At 32Co, we’re on a mission to revolutionise healthcare by empowering generalist clinicians to deliver specialist care - improving the standard of care for millions of people. We are transforming the clear aligner industry, enabling generalist dentists to offer specialist orthodontic treatments with confidence. With a proven model and strong traction, we have ambitious plans to expand into other healthcare verticals - bringing the same level of innovation and accessibility to new areas of medicine.

We’re an award-winning HealthTech company tackling a multi-billion dollar problem in the healthcare industry. Backed by top-tier investors behind Revolut, City Mapper, and Depop, we’re rapidly expanding our operations across the UK and beyond. With a strong foundation and growing momentum, now is the perfect time to join us and make a meaningful impact on global healthcare.

The Role:

As the founding member of the Customer Success function at 32Co, you will play a critical role in ensuring our key customers are successful, engaged, and maximising the value of our platform. This role will combine customer success management with a strong commercial focus, driving revenue growth through strategic account management, cross-selling, and securing renewals. You will be responsible for onboarding, training, enablement, expansion, and renewals whilst putting in place the scalable, repeatable processes that will support the growth of the team and the wider business.

This role requires someone who is a self-starter, proactive and driven, commercially minded, and experienced in stakeholder management. If you thrive in a fast-paced environment, enjoy problem-solving, and have a passion for building strong customer relationships, we’d love to hear from you.

Key Responsbilities:

Customer Enablement & Success: Ensure customers achieve their desired outcomes by providing tailored onboarding, training, and ongoing support.

Process Development: Build and optimise scalable, repeatable customer success systems that drive efficiency and improve customer experience.

Relationship Management: Establish strong rapport and trust with stakeholders at all levels, from corporate level down to individual dentists and support staff.

Problem Solving: Identify challenges, diagnose root causes, and implement effective solutions to enhance customer satisfaction and retention.

Expansion & Renewals: Drive customer growth by driving adoption, identifying expansion opportunities, securing renewals, and ensuring long-term customer engagement.

Stakeholder Communication: Clearly articulate insights, strategies, and value propositions to different audiences.

On-Site Engagements: Go the extra mile to support customers, including in-person visits where necessary to strengthen relationships and improve service delivery.

Cross-functional Collaboration: Work closely with sales, product, and operations teams to align customer success efforts with broader company objectives.

Occasional Travel: Willingness to travel outside of London for key customer engagements.

Key Traits & Qualifications:

✅ Self-Starter & Proactive: You take the initiative and go above and beyond to deliver outstanding service.

✅ Process-Oriented: You enjoy, and have experience of building scalable, repeatable systems that drive operational efficiency.

✅ Problem Solver: You’re skilled at diagnosing where things need improving, identifying the root cause and implementing solutions

✅ Strong Communicator: Both written, presentational and verbal - you can adapt messaging for different audiences and articulate ideas clearly, and you’re confident and competent in briefing and pitching to individuals or groups.

✅ Relationship Builder: You’re able to build rapport and credibility across multiple stakeholder levels (corporate, principal, associate, etc.).

✅ Commercially Minded: You’re comfortable and driven by KPI targets which involve ensuring retention and adoption and identifying growth opportunities.

✅ Leadership Experience: You have previous experience leading a team or mentoring team members.

✅ Industry Experience: From a customer success or account management background. Experience in healthtech is beneficial, but not essential.

✅ Hybrid working: Able to come into our Hoxton office on Mondays, Wednesdays and Fridays.

Why Join 32Co? 

Opportunity to build and shape the customer success function from the ground up.

A fast-growing company with a mission to transform the dental industry.

A dynamic and collaborative work environment where your ideas matter.

Competitive salary and opportunities for growth and career development.

🎉 What You’ll Get:

💰 Competitive salary based on experience.

🏖️ 20 days annual leave + bank holidays.

☕ Team perks, including snacks, socials, and a stocked office.

🎂 Birthday day off—because no one should work on their birthday!

🏡 Flexible working arrangements, splitting time between home and our vibrant London office.

If you’re ready to take on this exciting challenge and drive customer success at 32Co, we’d love to hear from you!