Implementation & Customer Success

# **To apply:** [Click here to start your application](https://jobs.ashbyhq.com/Anima/15e35fa5-63c9-4d28-9feb-be41cd0c2b86/application). **IMPORTANT: you must complete our Ashby application form linked above in order to be considered for this role; sending a message through WaaS is not sufficient. If we don't receive an application form, we will not consider your application!** Click the link to start your application by completing a few quick questions and we'll review your application as soon as possible - next steps would be a 30 min intro chat with one of the founders. Please make sure to mention WaaS when you apply! ## **Join Anima and save lives** 🌟 ## Do you want to save lives with every clinic you help to deploy Anima? Join Anima, and you can have your cake and eat it too: we pay upper quartile for salary + equity, and working in customer success, you'll use your influence and people skills to get Anima into clinics and entire regions: an urgently needed product that saves lives amid critical levels of patient demand, with healthcare systems in crisis across the globe. Hi - I'm Shun, an MD and CEO of Anima. Thanks for checking out our job ad! We’re tackling a problem that has affected everyone in some way. 1. Millions die every year because their medical problems aren’t treated quickly enough. Hundreds of millions suffer pain, worry and discomfort needlessly because of long waiting times. I founded Anima because I was tired of breaking bad news to patients who later died, because they didn’t get a great care plan quickly. So many of those deaths were avoidable. 2. We’ve built an ambitious ‘Care Enablement Platform’ to automate the entire healthcare workflow, starting with primary care - combining online consultation with productivity tools and a single source of patient data truth. Anima has next generation features like autogenerating coded clinical notes and patient comms, and a real time multiplayer dashboard with a Slack-like chat experience that supports 1000s of discussion channels per clinic. 3. By enabling care, we get patients optimal care within 24 hours and 10x the clinical workflow in the process. **We're profitable, having grown 450% in 2024, and went from $0 to $4m ARR in 19 months from launch (Apr '22)**. That's pretty unprecedented in SaaS, never mind healthcare! Users love our product. The biggest testament to this is that most of our growth comes from virality and referrals with $0 spent on marketing, despite being B2B/enterprise. We have never churned a clinic. --- ## **Backed by a top 1% VC and Y Combinator (home of epic companies like Airbnb, Coinbase, Stripe)** 🚀 ## We’ve raised a large Series A just 7 months after launch, in the first bear market of a decade. We were one of the hottest companies of YC’s W21 batch and raised our first round in 4 days, led by Hummingbird (consistently top 1% of global returns). We are pretty unique among health techs: we have _both_ medical and engineering domain expertise. I wrote the Anima 1.0 backend in Node, 80% of which is still used. I also built Annie 1.0, a tuned LLM coupled with a policy engine, that can output structured medical summaries, potential differential diagnoses and management plans. As a doctor and former HM Treasury health policy advisor managing £4bn budgets in UK health spending, I’m a technical, product-focused CEO with full stack domain knowledge and personal experience of the problem we’re solving. Our mission is to deliver precision medicine to everyone in the world, within 24 hours. We know _exactly_ how to get there and we’re moving ferociously with focus, and we have everything we need to win. --- ## **Anima has a unique hacker culture: everyone is technical with almost complete autonomy akin to ‘Knights of the Round Table’.** ## **In 14 months, we built the most advanced Care Enablement platform that exists.** Over 80% of the product team are ex-technical founders, former CTOs. We also have many technical domain experts (’fullstack Clinical Engineers’, ex-MDs) who are their own users. _Everyone_ in product is technical at Anima and can write production code. This makes for a truly flat hierarchy. There’s no separate founder, product or customer team - there is very little communication loss because we all deeply understand the problem, engineering, grading for potential features, and trade-offs. Deep domain knowledge & a tight feedback loop between product dev and user pain is how launched in the highly complex health space, growing from 0 to over 100,000 MAUs in months. We only hire exceptional talent who can think from first principles and have high growth potential - great decision makers who deserve to have complete autonomy and are forces of nature when empowered with it. At the same time, we are deeply collaborative, and through mutual and self-challenge, we converge towards the optimum, and decisively execute. We are united by child-like intellectual curiosity and experiment and wander freely when the right path isn’t clear. We believe all future managers should be formidable ICs & domain experts. Decisions are never made in isolation by the founders. All information is transparently available to the whole team on our Notion - every meeting, decision, success, failure. Anima is a safe refuge for everyone to share their honest thoughts, feelings and be their complete unfiltered self. **In addition to delighting users, working in customer success & implementation you’ll play a pivotal role in product direction, and in deciding what we build next. At Anima, you’ll be conduits for users, ensuring we evolve Anima into the _right_ personalised medicine platform.** --- ## Empower our users to build the future of healthcare, and guide them to real behaviour change Our NPS is 87, and we’ve never churned a clinic. Our current sales team have said that one of the biggest perks of working at Anima is seeing the delight and disbelief on people’s faces when we show them a demo of Anima, something that is truly a 10x generational leap. Here’s what some of our users have been saying: > “I sent a plan to the patient and it’s incredible, within a few minutes they’re coming back to me saying that they can make the appointment!” > > "I would call that next generation, I think you have that badge" > > ”Sometimes you need to stop driving a Fiesta and buy a Mercedes" Lots of us went into medicine because we wanted to maximise our positive impact. At Anima, we understand that distribution is the other half of a legendary product. Here are incredible things we’ve built as a result of our fullstack sales team: * A Clinical Director at one of our practices wanted to streamline multiple access channels and make access equitable and fair. After some great discovery and deep listening, the AM together with the customer suggested we build something called ‘proxy requests’, which would allow the reception team at a clinic to complete Anima requests on behalf of a patient who was on a landline call - this made it possible to give someone with no internet or mobile phone the same access to care. This has been a critical and much applauded feature that has led to viral referrals and fanatical users. * Bronagh, a fullstack account manager, realised that adding a configurable feature that allows patients to self-book appointments directly into the electronic health record calendar would be critical to closing large enterprise accounts. By deeply understanding the pain points and anxieties underlying the feature, Anima built the feature in 9 days, to the great excitement of users at demo calls and $1m+ ACV meetings. * Off the back of fanatical referrals from our existing user base, we’ve been invited to present to NHS England at national and regional primary care board meetings, and have been helping to shape the future of primary care through an upcoming $1bn+ procurement framework. **If high growth delta and joining an elite scrappy crew is your priority, you’re gonna love it here.** --- ## **Does this sound like you?** * Hungry and wants their shot to change the world - a force of nature when empowered with the tools, resources and development to do it. * A gifted relationship builder: able to quickly build rapport and an uncanny ability to read people's minds and understand their core desires and motivations. Able to scale this superpower to build & maintain relationships across whole organisations. * An outstanding conduit between users and our product/engineering team: ability to accurately and reliably translate user painpoints into actionable insights and suggestions that power feature development. * Exceptionally organised & user-oriented: never fails to engage users at the optimal moment, and constantly finds new ways to delight our users. * Extraordinary attention to detail: picks up on the smallest signals around user sentiment and goes to extreme lengths to ensure a delightful user experience. * Exceptional communicator, able to write and speak persuasively and distill complex information into clear and concise points, without jargon. * Pragmatic rather than dogmatic in decision making: able to weigh real world data appropriately, changing course when necessary towards optimal outcomes for patients and clinicians. * Keen to understand the big picture & entire context of the company and vertical; impatient to grow towards a senior executive role. * Seeks to maximise combined team productivity, communicating the right things at the right time through the right channels. * Intellectually curious and loves learning - able to tackle entirely novel challenges that lack prior precedent through first principles thinking, creatively using the right pragmatic approach, with an understanding of alternatives and trade offs. We’d prefer if you had at least 2+ years of B2B/enterprise SaaS experience, with a proven track record in supporting $50k+ ACV accounts with implementation and ongoing success. We make exceptions for exceptionally high growth delta candidates. You’ll need to demonstrate most of the above through past projects and/or our assessment process. **For this role, you will need to be based in the UK.** --- ## **Our current users & what to expect from the role** We're live with GP teams across the country, being used by teams across the NHS. Over the rest of 2023, we're continuing to onboard teams that want to build the future of healthcare, and will be working with the NHS to deploy Anima at regional & national level. We’ll also be identifying international partners to power Anima’s next stage of growth. Here’s some information on our technical stack in case you are interested (this may not make much sense to you - that's okay!): we are tech agonistic, and collectively choose the best tools for the job. We’re constantly looking to maximise our productivity and minimise what we call “discounted dev time cost” for shipping features. We have 2 separate fully functional web apps in prod: one for clinical users and one for patients. We have good functional & unit test coverage and we recently implemented an advanced CI/CD pipeline which supports golden screenshots and automated frontend tests. We’re looking to add talented customer success leaders who are hungry and understand the urgency and importance of what we’re doing for society. **First month - some examples of what to expect:** * Join customer onboarding & training calls to develop a deep understanding of their fundamental motivations and needs/pain points, and understand what teams need to become * Immediately build relationships and rapport with our users, supporting new users to get started with Anima, and enabling existing users to reach their full potential using the platform. * Join the team at events & conferences, speaking to potential users, leading demos of Anima and converting leads. **Next 6 months - some examples of what to expect:** * Develop and iterate our onboarding & success process, devising the playbooks and frameworks to maximise user delight and fanaticism. * Help scale our referral engine, identifying new ways that can we best utilise existing champions, and how we can turn more of our most engaged users into fanatical advocates for Anima. * Hire/scale the team, while implementing the right processes at the right times to maximise discounted team productivity and minimise discounted dev time of the features that will lead to maximum conversion. **6+ months - some examples of what to expect:** * Potential to transition to a more managerial/executive role. Lead on professionalising our customer success function to support onboarding of whole ICSs at a time (1m+ patients). * Work with product and distribution teams to identify and implement opportunities to delight users at every single touchpoint they have with the team, from revamping our training playbook to designing & leading regional implementation programmes. * This is a permanent role: things get even more exciting down the line! --- ## **To apply:** [**Click here to start your application**](https://jobs.ashbyhq.com/Anima/15e35fa5-63c9-4d28-9feb-be41cd0c2b86/application) Click the link to start your application by completing a few quick questions and we'll review your application as soon as possible - next steps would be a 30 min intro chat with one of the founders. Please make sure to mention WaaS when you apply! **We can't wait to hear from you!**