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About the Role
As Head of Customer Success at Dyad, you will shape how GP practices and PCN groups experience BetterLetter, ensuring customers derive lasting value and grow with the company. This role will increasingly focus on revenue growth within the customer base and team building for new markets as the company expands. You will lead a Customer Success team, setting standards for the customer lifecycle, coaching the team, and personally managing key accounts and at-risk practices. This is a senior role in a fast-growing company, responsible for building a Customer Success function ready for market expansion and a larger, diverse customer base.
Responsibilities
- Partner with BetterLetter’s customers (GP practices and PCNs) to ensure they realise ongoing value, drive high adoption across internal teams, and foster long-term customer advocacy.
- Lead quarterly business reviews and annual account plans for our largest practices and PCN groups.
- Build senior relationships with practice partners, PCN clinical directors and federation leads, and identify expansion opportunities for the Commercial team.
- Oversee onboarding (with practices live within one month of contract) and the account review lifecycle that follows.
- Own every practice rated red, at any point in its lifecycle.
- Put a retention plan in place within 2 working days, lead difficult conversations with practices, and bring in clinical, product and AI expertise to resolve the underlying issue.
- Own the company target of net churn.
- Produce a monthly churn forecast, report gross and net churn to the leadership team, and maintain a single, reliable record of churned and paused practices.
- Oversee the pipeline of paused practices run by the CS Team Lead, and agree with Sales how practices move between paused re-engagement and churned win-back.
- Own the customer complaints procedure, built with our Regulatory team to align with our quality management system and ISO 27001.
- Make sure every complaint is logged, resolved within target and analysed for root causes.
- Line manage, coach and develop the Customer Success team.
- Set and review individual objectives quarterly, maintain cover across every role, and contribute to hiring as the team grows.
- Turn what the team hears from practices into clear, prioritised insight for Product and AI teams, and make sure practices hear back about the changes made in response.
- Work closely with Commercial, Product, Engineering, Customer Operations, Regulatory and Clinical colleagues to give practices a smooth journey from contract through to long-term success.
- Ensure cover in place for every role.
Requirements
- Substantial first-hand experience in or of UK primary care.
- People who have worked as practice managers, operations or business managers, PCN managers, or primary care transformation leads strongly preferred.
- You understand how GP practices and PCNs work, who makes decisions, and the pressures practice teams face day to day.
- Strong people management skills with a track record of building inclusive, high-performing teams.
- Significant experience in customer success, account management or a comparable customer-facing role, including at least two years leading a team.
- A track record of owning retention or churn targets and improving them.
- Confidence leading difficult conversations with senior stakeholders, such as practice partners and PCN clinical directors.
- Experience designing customer processes, such as onboarding, account reviews, health scoring or complaints handling.
- Comfortable working with data to track customer health, forecast churn and report to a leadership team.
- Excellent communication skills, with the ability to explain complex topics clearly to clinical and non-clinical audiences.
- A proactive, organised and customer-focused approach, and the ability to thrive in a fast-paced startup environment.
- Experience in health tech, particularly products used by GP practices.
- Familiarity with UK primary care clinical systems such as EMIS, SystmOne or Docman.
- Background in clinical coding or primary care administration (for example SNOMED, QOF/IIF).
- Experience with customer success platforms and CRM tools, such as Custify, HubSpot or Airtable.
- Experience of complaints handling within a regulated or quality-managed environment, such as ISO 13485 or ISO 27001.
- Experience building or scaling a Customer Success function in a growing company.
Skills
- Customer Success
- Account Management
- Team Leadership
- Retention
- Churn Management
- Process Design
- Data Analysis
- Communication
- Health Tech
- Clinical Systems
- Clinical Coding
- CRM Tools
- Complaints Handling
Location
- Remote
- Hybrid
Work Type
- Full-time
- Hybrid
- Remote
Experience Level
- Senior
- At least two years leading a team
Salary/Compensations
- Competitive Salary
Benefits
- Company Pension
- 25 days of paid annual leave (pro-rata)
- Access to our Employee Assistance Programme - Health Assured
- A modern, dog-friendly office located near Chancery Lane with free drinks
About the Company
- Dyad's mission is to improve the delivery and efficiency of healthcare.
- We are building a platform to model and manage the flow of information within healthcare organisations, improving outcomes for patients, payers, and healthcare providers.
- We believe data handling in current healthcare systems is needlessly complex and disconnected, leading to isolated and inefficient decision making.
- To showcase how this technology can advance the delivery of healthcare and improve lives, we build and deploy products for healthcare providers and payers into the UK and US markets.
- Dyad is a fast-growing, Series A-funded health tech company with a team of more than 70 people.
- We are expanding quickly as we grow from primary care into NHS secondary care and new international markets.
- We are passionate about technology and its applications in worthwhile ventures.
- New joiners will have a significant impact on the direction of the company, as well as our culture.
- Dyad's products are founded upon our Semantic AI platform, which enables payers and providers to access cutting-edge AI capabilities for their own use cases and applications.
- Our partners either use the platform APIs directly or work with us to develop applications for their use cases.
- Dyad develops a suite of products for healthcare operations, including BetterLetter, our AI tool helping practices decrease their admin burden in processing clinical letters.
- BetterLetter helps providers save time, save cost, improve performance under audit and build staffing resilience.