Key Account Manager

Delivery & Customer Success Manager 🌍 A Bit About Us We’re Doccla , and we’re redefining where and how healthcare is delivered. Our Virtual Ward and Remote Monitoring Solutions enable hospitals and health systems to care for patients at home. We support patients across the full care journey from early discharge and acute recovery to long-term condition management and proactive care. We provide everything clinicians need to deliver safe, effective Virtual Care: medical-grade devices, logistics, patient onboarding, EHR integration, and an end-to-end clinical platform built around real-world workflows. We currently work with over 60% of NHS ICBs and supporting health systems across the including UK, Ireland, France, and the DACH region to reduce hospital pressure, improve outcomes, and create a more resilient model of care. We’re backed by top European investors, having secured £35m in Series B funding led by Lakestar, with participation from Elaia, General Catalyst, Speedinvest, and Bertelsmann. 🚀 Why Join Us? This is your chance to join Doccla at a key stage in our growth . We’re building the category leader in Virtual Care and Remote Patient Monitoring. You’ll be part of a highly entrepreneurial, mission-driven team that combines expertise across clinical, technical, commercial, and operational domains. We’re solving real problems for patients and health systems and growing fast. 🧑‍⚕️ What You’ll Do as a Delivery & Customer Success Manager As a Delivery & Customer Success Manager, you will own a portfolio of NHS accounts end-to-end and act as the named Delivery Manager for everything that happens on those accounts. You will lead client meetings, run implementations of new clients and new clinical pathways, manage SLAs, and own renewals and upsell on every account in your patch. ✅ What You'll Do Manage client relationships Build and maintain strong, trust-based relationships with clinical leads, operational leads, and executive sponsors across your portfolio Own and maintain client satisfaction Act as the point of escalation for your accounts Be the voice of your clients inside Doccla Own your client portfolio end-to-end Serve as the named Delivery Manager for a portfolio of NHS accounts Lead client meetings independently: kick-offs, weekly operational calls, monthly steering groups, and Quarterly Business Reviews (QBRs) Own reporting, including SLA reports. Using them to build strategic action plans Drive product adoption and utilisation across your portfolio. Make sure every client is using what they're paying for Maintain accurate documentation, contact details, account plans, and SOPs for every account Lead renewal conversations and secure contracts Implement new clients and pathways Manage the end-to-end implementation of new clients and clinical pathways: scoping with the client, coordinating with internal Doccla teams (Product, Clinical, Patient Support, Logistics), and meeting go-live deadlines Own the project plan, risk log, RAID, and stakeholder map for every implementation Run training for clinical and operational client staff Spot and pursue growth opportunities Work with the commercial team to define a strategic account plan for each client and align efforts with Doccla's wider business objectives Identify growth and upsell opportunities across your portfolio 💡 What We’re Looking For 2-4 years in a client-facing role: customer success, account management, implementation, delivery, or similar Experience in a tech, SaaS, or startup environment (essential). You've worked somewhere fast-moving where the rulebook didn't always cover the situation Experience in the NHS, HSE Ireland, health tech, or another regulated environment (nice to have) Confidence leading client meetings independently, including with senior clinical and operational stakeholders Strong organisation skills. You keep multiple accounts and implementations running without losing track of any of them Comfort with project management, CRM and reporting tools: Jira, HubSpot, Looker, Lightdash A proactive, problem-solving mindset. You work across Product, Engineering, Clinical, and Commercial to get the right outcome for your clients. You don't passively escalate and you don't get stuck waiting. You'll thrive here if you: Are reliable. Clients and colleagues know they can rely on you to follow through without being chased. Adopt AI and new tools proactively to make yourself and your team faster. You don't wait for permission to try something useful. Spot problems in how we work and bring solutions, not just complaints. You'll often improve a process before anyone asks you to. Care about making an impact on how healthcare is delivered - whether that's a nurse trying to monitor a patient or a patient at home using our device for the first time. 🧠 How We Work We empower everyone at Doccla to take ownership of their work and the company's mission. We act ethically and always put patient safety and outcomes first. To thrive here, you’ll need a can-do attitude and an action-oriented approach , along with a willingness to learn and grow through open feedback. We’re a hybrid team , with offices in London, Denmark, Germany . Most of our team is London-based and enjoys in-person time at our WeWork HQ 1–3 days per week, where you’ll find great lunch, barista coffee, and a pet-friendly space. Some of our teams are fully remote , depending on the team and responsibilities. This includes our Engineering, Clinical & Patient Support teams. 🎁 What You’ll Get Annual Leave & Holidays 🌴 25 days annual leave + up to 8 UK bank holidays [this varies depending on the role] 🔄 Option to buy or sell holidays Remote Working 🏡 Flexible remote options 💻 Remote working stipend Financial Benefits 📈 Employee stock options 💸 4% pension on full basic pay 🛡️ 4x salary life insurance Health & Wellness 🩺 Private health insurance 🫄 4 months full pay for birthing parent* 👶🏽 4 weeks full pay for non-birthing parent* 👶🏽 Phased return back to paid work 🤒 Sick pay In-Office Perks (London HQ) 🍝 Free daily lunch 🐶 Pet-friendly office Other Benefits 📚 £500 L&D budget per person 🚲 Cycle to work scheme Via Smart Health: 🧑‍⚕️ 24/7 GP appointments 🧠 Mental health support 🥗 Nutrition & fitness advice 🧪 Second opinions & health checks 🏆 In Return for Your Hard Work A competitive compensation package (base + stock options), with half-year and annual performance reviews The chance to work on patient-first, system-level healthcare challenges in one of Europe’s leading healthtech companies Opportunities for growth and leadership we want you to challenge the status quo, own your impact, and continue developing, with our full support 🤝 Diversity at Doccla We embrace diversity. To build a great product, we need a team with a wide range of perspectives, backgrounds, and experiences. We’re committed to equal opportunity hiring regardless of race, religion, gender identity, sexual orientation, age, disability, or background. If you're excited about the role, we encourage you to apply even if your experience doesn't match every point. 🔐 Safer Recruitment We are committed to safer recruitment practices. As Doccla is a CQC registered company, a Disclosure and Barring Service (DBS) check will be required for all roles. It is an offence to apply for such work if you are barred from working with children or vulnerable adults. Department Business Operations Locations HQ Remote status Hybrid