Senior Customer Success & Enablement Executive

Dyad

1d•Hybrid

About The Position

Dyad's mission is to improve the delivery and efficiency of healthcare by building a platform to model and manage the flow of information within healthcare organizations. The company is developing a suite of products for healthcare operations, including BetterLetter, an AI tool designed to reduce the administrative burden in processing clinical letters for GP practices. This role is managerial within the Customer Success team, focusing on ensuring GP practices maximize the value of BetterLetter. It involves hands-on customer management, team leadership, coaching, and operational responsibilities, acting as a deputy to the Head of Customer Success. The role requires a deep understanding of UK primary care operations, including practice workflows, document management, coding, and the pressures faced by practice teams. The executive will partner with practice managers, administrators, clinicians, and digital leads to support customers from implementation to long-term adoption, deliver training, and act as a trusted advisor.

Requirements

At least 2 years' experience working within UK primary care, ideally within a GP practice or in a role involving close day-to-day work with GP practice teams.
Strong practical understanding of GP practice workflows, administration and document management, and the operational pressures facing primary care teams.
Working knowledge of EMIS Web and/or SystmOne, Docman and other primary care systems.
Line management or team leadership experience, including coaching, supporting performance and developing colleagues.
Experience supporting customers or stakeholders through implementation, change management, Customer Success or digital transformation.
Experience taking ownership of complex issues and confidently supporting colleagues with customer escalations and problem-solving.
Excellent organisational and project management skills, with the ability to manage your own customer portfolio while supporting wider team priorities.
Strong presentation and training skills, with confidence delivering sessions to groups both remotely and in person.
Excellent communication and relationship-building skills, with the confidence to engage with both frontline users and senior stakeholders.
Strong analytical skills with confidence interpreting customer data, identifying trends and turning insight into action.
Comfortable using SaaS platforms and CRM systems such as HubSpot, Salesforce or Copper.
Highly organised, proactive and naturally curious, with the judgement to prioritise effectively in a fast-moving environment.
Ability to learn quickly and thrive within a fast-paced scale-up.
Willingness to travel to customer sites across the UK.

Nice To Haves

Customer Success, Implementation or Enablement experience within a SaaS or health-tech environment.
Clinical coding knowledge, including SNOMED CT, QOF and IIF.
Experience supporting customer retention, churn prevention or service recovery.
Experience using Customer Success platforms.
Experience using productivity or project management tools such as Airtable, Linear, Trello or similar.
Experience contributing to the development of processes, playbooks or ways of working within a growing team.

Responsibilities

Act as a deputy to the Head of Customer Success, supporting the day-to-day running and prioritisation of the Customer Success function.
Provide line management, coaching and ongoing support to members of the Customer Success team.
Support colleagues with more complex customer situations, including adoption challenges, escalations and customers at risk of churn.
Help maintain consistent standards across onboarding, training, customer reviews and ongoing account management.
Support the Head of Customer Success in monitoring customer health, team priorities and emerging risks across the customer base.
Use primary care experience to coach and develop colleagues' understanding of GP practice workflows, systems and operational pressures.
Identify opportunities to improve the efficiency and effectiveness of the Customer Success team as Dyad continues to scale.
Deputise for the Head of Customer Success in relevant customer and internal meetings when required.
Deliver high-quality onboarding for new GP practices, ensuring customers are set up for long-term success.
Plan and deliver engaging remote and on-site training sessions tailored to different practice roles and levels of experience.
Help practices translate BetterLetter into effective day-to-day workflows, using understanding of primary care operations to recommend practical approaches.
Develop customer guidance, training materials and best-practice resources.
Support other members of the Customer Success team to continually improve the quality and consistency of customer onboarding and training.
Manage a portfolio of GP practice customers, building trusted relationships with practice managers, administrators and clinical teams.
Conduct regular customer success reviews to understand customer goals, demonstrate value and identify opportunities to improve adoption.
Act as the primary point of contact for customer portfolio, coordinating with internal teams to resolve issues effectively.
Take ownership of more complex or higher-risk customer situations where additional experience or senior support is required.
Proactively identify and manage retention risks, working with customers to understand underlying issues and agree appropriate recovery plans.
Monitor customer health, product usage and adoption metrics, proactively identifying practices that may require additional support.
Analyse customer data and feedback to identify trends, opportunities and potential risks.
Work with customers to optimise workflows and maximise the value they receive from BetterLetter.
Identify common themes across the customer base and help translate these into scalable interventions for the wider Customer Success team.
Capture customer feedback, feature requests and workflow challenges, working closely with Product and Engineering teams to improve the platform.
Bring practical primary care expertise into internal discussions about product design, workflow and customer experience.
Contribute to the continuous improvement of Customer Success playbooks, onboarding processes, retention strategies and internal documentation.
Share customer insights with colleagues across the business to help shape future product development and service delivery.
Help identify opportunities to make Customer Success processes more scalable as customer base grows.
Build strong customer relationships that support retention, customer satisfaction and advocacy.
Identify opportunities for customers to participate in case studies, reference calls, webinars and user groups.
Help identify and develop examples of measurable customer impact and best practice that can be shared across our customer community.