At 32Co, we’re on a mission to revolutionise healthcare by empowering generalist clinicians to deliver specialist care - improving the standard of care for millions of people. We are transforming the clear aligner industry, enabling generalist dentists to offer specialist orthodontic treatments with confidence. With a proven model and strong traction, we have ambitious plans to expand into other healthcare verticals - bringing the same level of innovation and accessibility to new areas of medicine.
We’re an award-winning HealthTech company tackling a multi-billion dollar problem in the healthcare industry. Backed by top-tier investors behind Revolut, City Mapper, and Depop, we’re rapidly expanding our operations across the UK and beyond. With a strong foundation and growing momentum, now is the perfect time to join us and make a meaningful impact on global healthcare.
The Role
As the founding member of the Customer Success function at 32Co, you’ll play a mission-critical role in ensuring our customers are successful, supported, and seeing real value from our platform.
This is a value-focused role - your remit is to maximise customer outcomes, adoption and satisfaction, while partnering with Sales to support commercial goals including retention and growth. You will play a pivotal role in uncovering insights, identifying risks, and highlighting opportunities within our customer portfolio.
You’ll write the playbook and take ownership of onboarding, training, enablement, and proactive relationship management, while putting in place scalable, repeatable processes to support the growth of the CS function and wider business.
If you’re a proactive problem-solver who loves improving customer journeys, building strong relationships, and creating impact - this one’s for you.
Key Responsibilities
- Lead onboarding, training, and product adoption - making sure customers are supported and achieving their goals at every stage.
- Be the go-to advisor for your customers - offering guidance, solving problems, and celebrating their wins. Internally, you’ll represent the voice of the customer, sharing insights with Product, Sales, and Ops.
- Create repeatable systems and playbooks for onboarding, engagement, and account health - laying the foundation for a growing CS team.
- Develop deep, trusted relationships across all customer touchpoints - from individual practices to corporate teams.
- Keep a close eye on customer health, spotting risks early and identifying opportunities for growth - flagging them to the Sales team.
- Work closely with Sales on renewals and upsells, and with Product to feed customer insights into the roadmap.
- Join occasional on-site visits to strengthen relationships and deliver hands-on support. Some travel outside London may be needed for key accounts.
Key Traits & Qualifications
- Previous experience in Customer Success - as a founding member is a plus
- A proactive, self-starter who thrives in fast-paced, ambiguous environments
- Strong communicator and relationship builder
- Problem-solver with a knack for spotting issues early and fixing them fast
- Process-oriented and obsessed with customer outcomes
- Team player who collaborates well across functions
- Leadership or mentorship experience is a bonus
- HealthTech background is nice to have, not essential
- Hybrid – 3 days/week in our Hoxton office (Mon/Wed/Fri)
Why Join 32Co?
- Be the architect of Customer Success at a rapidly growing healthtech startup
- Join a mission-led team transforming the dental industry
- Work in a collaborative environment where your ideas matter
- Enjoy meaningful ownership and the chance to shape our customer journey from day one
🎉 What You’ll Get
💰 Competitive salary based on experience.
🏖️ 20 days annual leave + bank holidays.
☕ Team perks, including snacks, socials, and a stocked office.
🎂 Birthday day off - because no one should work on their birthday!
🏡 Flexible working arrangements, splitting time between home and our vibrant London office.
If you’re ready to take on this exciting challenge and drive customer success at 32Co, we’d love to hear from you!
