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Location: UK (London HQ, flexible working)

Closing date: Friday 11th June 2021

ImproveWell is the purpose-built engagement solution for improvement in the NHS. Our mission is to empower frontline staff to drive change.

Giving everyone a voice, ImproveWell makes it simple for organisations to capture continuous, real-time insight from the frontline to improve staff experience and the quality of patient care. We are privileged to be working with leading healthcare organisations across the NHS, with anchor customers in the US and New Zealand. As a fast-growing HealthTech company, ImproveWell is looking for an experienced executive to lead the successful implementation of the ImproveWell platform across healthcare delivery organisations. The Head of Customer Success will be responsible for helping customers to leverage the software to support their staff engagement and Quality Improvement initiatives and will also be responsible for building a team to underpin the core deliverables.

Life at ImproveWell

We are an ambitious, hard-working team but believe that balance and flexibility are essential for high quality performance. Our credibility with our partners, our customers and each other cannot be undervalued – we aim for excellence in everything we do. Above all, we are enthusiastic and optimistic with the fortitude to keep going, and we do not let unexpected challenges stand in our way. We love what we do.

Our values

  • We believe in working together to achieve excellence
  • We strive to deliver value, putting our customers first
  • We are data driven, building evidence-based solutions
  • We encourage open and honest feedback
  • We act with integrity and respect
  • We are resolutely focused on our goals

What YOU have to offer:

As ImproveWell’s Head of Customer Success, you:

  • Are someone who builds rapport quickly and maintains relationships and trust to influence decision-making
  • Will manage the roll-out of the ImproveWell solution in-line with relevant implementation frameworks
  • Can track progress against Key Performance Indicators to produce updates and impact reports
  • Will work closely with the Business Development team to expand customer programmes
  • Will lead the development of customer toolkit including training and user support materials
  • Have strong business acumen, with commercial and risk awareness, and can confidently think on your feet
  • Are observant, always listening to understand customer needs and integrate insights into our business
  • Are flexible and can manage an appropriate balance of office-based vs. site-based activities

What WE have to offer:

As part of the team, you will get:

  • Base salary £40k – £50k
  • Group commission on customer renewals and upsells
  • Participation in the Company’s share option scheme
  • Competitive holidays & pension scheme
  • Flexible working
  • Company laptop
  • Strong career progression opportunities
  • Annual budget for your own professional development
  • Gym membership

Core competencies

Experience and knowledge:

  • Experience working in healthcare policy or research, healthcare delivery organisations, healthcare consulting or related fields
  • Degree or equivalent in healthcare or policy-related fields (e.g. MBBS, PhD, MPH, BSc Healthcare Management, PPE, social sciences)
  • A good understanding of healthcare operations, processes and systems
  • Frontline clinical experience would be advantageous

Skills, abilities and attributes:

  • Strong research and analytical skills
  • Ability to build models for analysing improvement (e.g. on impact and implementation)
  • Ability to evaluate health data, produce concise reports and make pertinent recommendations
  • Exceptional writing skills, a keen eye for detail, and high standard of output
  • Strong interpersonal skills, given access to senior figures in partner organisations
  • Confident communicator and presenter
  • Inquisitive by nature with ability to problem solve and think quickly on your feet
  • Experienced user of Microsoft Office Suite


  • Proactive self-starter with ability to hit the ground running
  • Passionate about healthcare and making a social impact
  • Entrepreneurial spirit
  • Willingness to be flexible within a small team
  • Take pride and ownership of key workstreams
  • Values-driven

Sounds like a fit for you?

To apply, please email your CV and a cover letter to and we will get in touch on next steps.