Job Specifications
About PocDoc
PocDoc is transforming how people access and manage their health through digital diagnostics. Our mission is to make affordable, accessible blood testing available to everyone — empowering individuals, providers, and partners with rapid insights that improve outcomes.
We are scaling rapidly across the UK health ecosystem — from private testing providers to enterprise and healthcare partnerships. To support this growth, we’re hiring a Customer Success Associate to drive utilisation, retention, and repeat ordering across a portfolio of 10–15 named customer accounts.
Role Overview
This is a customer success role with a clear commercial outcome: retain and grow recurring revenue through high utilisation and strong renewals management.
You’ll own the day-to-day success plan across 10–15 named accounts, ensuring customers are onboarded properly, supported consistently, and seeing measurable value from PocDoc. You will play a critical role in renewal readiness, including tracking consumption/reorder cycles, identifying risk early, coordinating actions with the commercial team, and helping accounts expand their usage over time.
This role is ideal for someone in their early career with experience in customer success / account support / operations who is motivated by working with customers, delivering impact, and being accountable to clear targets.
The role will require in person meetings so you should feel comfortable with travel to our respective customers.
Key Responsibilities
1) Customer Success & Utilisation
Manage success activity across a portfolio of 10–15 named accounts, in partnership with the commercial team.
Drive onboarding and activation: rollout planning, stakeholder alignment, training sessions, and first-use success.
Run regular customer check-ins to ensure the product is being used as intended and barriers are removed quickly.
Build and maintain simple success plans for each account: objectives, usage targets, key contacts, and next actions.
Deliver training and enablement (remote + occasional on-site), including refreshers when usage drops.
Identify low-adoption accounts early and execute an improvement plan (e.g., retraining, updated workflow, stakeholder reset).
2) Renewals & Reorder Management
Own the operational cadence that ensures customers renew/reorder on time and don’t drift into inactivity.
Track reorder cycles, utilisation/consumption trends, and key renewal dates across your portfolio.
Maintain a renewals pipeline / renewal forecast (simple, accurate, updated weekly).
Support renewal workflows: customer comms, preparation of renewal packs, value summaries, and internal coordination.
Proactively mitigate churn risk by identifying warning signs (low utilisation, stalled rollout, stakeholder gaps, unresolved issues).
Coordinate commercial support to convert renewals smoothly and identify upsell/expansion opportunities.
3) Commercial Alignment & Customer Advocacy
Work closely with Sales/Commercial leads to align success actions to retention and growth outcomes.
Surface expansion signals: new locations, new use cases, internal referrals, increased volume needs.
Capture structured customer feedback and common blockers, supporting improvements to product, ops, and onboarding.
Maintain accurate notes in CRM (HubSpot or similar): contacts, meetings, actions, renewal stage, and account status.
About You
You’re a proactive, organised, customer-first operator who enjoys helping people succeed and is motivated by measurable outcomes. You’re comfortable running a portfolio of accounts, keeping momentum high, and coordinating internal teams to deliver a smooth customer experience.
You’re not afraid to chase actions, follow up, and drive progress — and you understand that retention is earned through consistent delivery and strong relationships.
Skills & Experience
1–3 years’ experience in Customer Success, Account Management, Customer Operations, Sales Support, or a customer-facing role (B2B preferred)
Confident communicator — comfortable leading customer calls and delivering training
Strong organisation, prioritisation, and follow-through (portfolio management)
Comfortable working to targets and reporting on outcomes
Experience using CRM tools (HubSpot is current CRM)
Interest in healthtech, diagnostics, or digital healthcare innovation
Nice to have
Exposure to renewals, reorder management, or customer retention motions
Experience working with adoption metrics / customer health indicators
Experience coordinating across Ops / Product / Support to unblock customers
Why Join PocDoc
Join a mission-led company improving access to healthcare
Real ownership and accountability from day one
A direct line of sight between your work and retention / revenue outcomes
Clear progression into Customer Success Manager, Account Manager, Commercial Ops, or Partnerships roles
Competitive salary, performance-based bonus, and development