Head of Customer Success

About Dyad

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.

Our products

Dyad's Platform: 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. For more information, please see our Platform page .

Primary care operations: Dyad develops a suite of products for healthcare operations, including:

- BetterLetter (https://betterletter.ai/), our AI tool helping practices decrease their admin burden in processing clinical letters. We use this to reduce staff time spent identifying codes to be applied to the record as well as suggesting follow-up tasks and workflow optimisations. BetterLetter helps providers save time, save cost, improve performance under audit and build staffing resilience.

The role

As Head of Customer Success at Dyad, you will shape how GP practices and PCN groups experience BetterLetter, making sure every customer gets lasting value from the product and grows with us. As we expand, the role will increasingly focus on growing revenue within our customer base and building the team to support new markets..

You will lead a small Customer Success team: a CS Team Lead and two Customer Success Executives, with further support from our Principal Clinical Practice Specialist. The team takes every practice from contract signature through onboarding, then into a structured account review lifecycle. You will set the standards for that lifecycle, coach the team to deliver it, and personally lead the conversations that matter most: our largest accounts, and practices at risk of not realising the full benefits of AI-assisted coding.

You will lead on keeping and growing revenue across our customer base. That means understanding what each practice and PCN needs, spotting opportunities to extend the value they get from BetterLetter, and acting early when a customer needs extra support. You will work closely with Product, Engineering, Commercial and Customer Operations so that customers stay, succeed and expand with us.

This is a senior role in a fast-growing company. BetterLetter is scaling quickly, with a strong pipeline of PCN and federation opportunities and SystmOne practices coming on stream. Our first contracts in new markets are also expected next year. You will build a Customer Success function ready for new markets and a larger, more diverse customer base.

Reporting to: VP Business Operations/VP Customer Operations

Direct reports: CS Team Lead and two Customer Success Executives.

This is a full-time position, which can be offered on a hybrid or remote basis.

Core responsibilities

- Customer success and growth: 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.
- Strategic accounts: 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.
- Customer lifecycle and operations: Oversee onboarding (with practices live within one month of contract) and the account review lifecycle that follows.
- At-risk accounts: 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.
- Retention and net churn: 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.
- Re-engagement: 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.
- Complaint handling: 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.
- Team leadership: 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.
- Customer insight : 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.
- Cross-team collaboration: 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.

Our hiring process

- Introductory screening interview (30 minutes).
- Interviews with members of the Customer Success and Support team & at least one member of the Senior Management Team.
- Final interview and offer.

Requirements

Credibility with GP practices is essential for this role. Practice managers, partners and PCN leaders need to trust that you understand how general practice works from the inside, so first-hand primary care experience (or equivalent) is our most important requirement.

Must-have:

- 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.

Nice-to-have:

- 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.

Benefits

- Competitive Salary
- Company Pension
- 25 days of paid annual leave (pro-rata)
- A fun and flexible hybrid working environment
- Access to our Employee Assistance Programme - Health Assured
- A modern, dog-friendly office located near Chancery Lane with free drinks