Customer Success & Implementation Lead

Eolas Medical LTD; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A healthcare technology company is seeking a Customer Success Lead to manage onboarding and implementation of their AI platform in hospitals. This role involves direct engagement with healthcare teams to ensure seamless content integration and usage. Applicants should have experience in customer success within tech environments and be comfortable in hands-on, complex stakeholder management. Join as a founding member of the Customer Success function and influence its development as the company scales.

Benefits

Full Medical Insurance

All Equipment Covered

Qualifications

• Significant experience in customer success, implementation, onboarding, or professional services roles.
• Experience working with technology and AI tools in workflows.
• Proven track record of implementing complex SaaS platforms.

Responsibilities

• Lead onboarding for new hospital customers.
• Manage uploading and organizing internal content.
• Design scalable onboarding processes and identify opportunities for automation.

Skills

Customer success experience

Technology-focused

Strong organizational skills

Stakeholder management

Clear communication

Job description

Location: Belfast or London

Benefits: Full Medical Insurance + All Equipment Covered

Salary: £55,000 - £75,000

About Eolas Medical Accessing medical knowledge rapidly and easily at the point of care is still very difficult for healthcare professionals. Eolas Medical is transforming how critical medical knowledge is accessed at the point of care. We have a vision that the future of healthcare ensures that the world’s medical knowledge is queried, seamlessly in real time, for every clinical decision ever made for a patient. We’re building and deploying the brain of an AI doctor. Designed and developed by doctors, the platform aggregates and indexes tens of thousands of items of medical content, enabling rapid and accurate decision-making. It’s currently being used by hundreds of thousands of healthcare professionals globally, over 85% of acute NHS hospitals, 40% of all doctors in Ireland and also used in world leading institutions in the US including Stanford Healthcare, Mass General and Boston Children’s Hospital. We’ve just closed a $12million Series A fundraise and we’re now hiring our first dedicated Customer Success and Implementation Lead to help healthcare teams and systems onboard content and users to ensure healthcare professionals have no unanswered questions when treating patients in their organisation. If you are an experienced CX leader who still loves getting close to the work and the users, this is one of those rare roles where your decisions will literally influence how doctors treat patients every day.

Opportunity

We are hiring our first Customer Success Lead, with a core focus on content implementation and onboarding at scale.

You will own the end-to-end process of getting hospitals and healthcare teams live on Eolas: working directly with hospital departments and system level stakeholders to ingest, structure, and deploy their internal content onto the platform as quickly and smoothly as possible.

Initially, this is a very hands-on role. You will be uploading content, creating team spaces, working directly with customers, and solving messy real-world problems. Over time, you will design and build the repeatable systems, tooling, and playbooks that allow us to scale this process to millions of departments globally.

If you enjoy building something from scratch, working closely with customers, and turning complexity into simple, scalable processes, this role is for you.

What You’ll Do

Customer Onboarding & Implementation

• Lead the onboarding and implementation of Eolas for new hospital customers
• Work directly with hospital departments and central teams to collect, upload, and organise policies, procedures, and internal content
• Configure team spaces, access controls, and content structures to reflect real clinical workflows
• Act as the primary point of contact during the implementation phase, ensuring customers go live quickly and confidently

Content Operations & Management

• Upload, manage, and maintain large volumes of clinical and operational content
• Ensure content is structured, searchable, and aligned with best practices for discoverability and safety
• Help customers rationalise and improve their content where needed, not just migrate it
• Support ongoing updates, governance, and content lifecycle management post go-live

Building Scalable Systems

• Design and document repeatable onboarding and content ingestion processes
• Identify bottlenecks, manual steps, and opportunities for automation
• Work closely with product and engineering to improve tooling for content ingestion, management, and governance
• Build playbooks, templates, and frameworks that allow Customer Success to scale globally

Customer Success Leadership

• Be the founding member of the Customer Success function
• Shape how we define success, onboarding metrics, and implementation timelines
• Influence future hires, team structure, and long-term Customer Success strategy
• Act as the voice of the customer internally, feeding insights back into product and roadmap decisions

Who We’re Looking For

You don’t need to tick every box, but most of these should sound like you.

Experience

• Significant experience in customer success, implementation, onboarding, or professional services roles
• Technology focused - you’re technology obsessed and recognise the value AI has to streamline processes and you’re activity using AI tooling in your day to day work flows
• Proven track record of implementing complex SaaS platforms
• Experience working with content-heavy systems (knowledge bases, document management systems, CMS, intranets, or similar)
• Experience working with healthcare organisations, hospitals, or regulated environments is a strong advantage

Skills & Attributes

• Comfortable being hands-on and detail-oriented while also thinking strategically
• Able to manage complex stakeholders and guide customers through change
• Strong organisational skills with the ability to manage multiple implementations in parallel
• Process-driven mindset with a passion for building scalable systems
• Clear communicator who can work effectively with clinicians, administrators, engineers, and founders
• Enjoys ambiguity and early-stage environments where you help define the role as you go

How to Apply

If you’re excited by the challenge of scaling complex implementations, enjoy working directly with customers, and want to build something that truly matters in healthcare, we’d love to hear from you, please apply directly on Linkedin.

Why join Eolas Medical

This is not a normal customer success role.

You will help define how AI is safely used in front line healthcare. You will work with a small team of clinicians and engineers who care deeply about both product quality and patient outcomes. You will join at the moment we move from a lean, scrappy team of seven to a scaled organisation with real resources behind it.

You will be the person who shapes how Eolas Medical builds the CX function for years to come.