Customer Success and Implementation Lead at Eolas Medical

Location: 🌍 London Benefits: 🏥 Full Medical Insurance + 💻 All Equipment Covered Salary: £55,000 - £75,000 About Eolas 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. The 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 customersWork directly with hospital departments and central teams to collect, upload, and organise policies, procedures, and internal contentConfigure team spaces, access controls, and content structures to reflect real clinical workflowsAct 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 contentEnsure content is structured, searchable, and aligned with best practices for discoverability and safetyHelp customers rationalise and improve their content where needed, not just migrate itSupport ongoing updates, governance, and content lifecycle management post go-live Building Scalable Systems Design and document repeatable onboarding and content ingestion processesIdentify bottlenecks, manual steps, and opportunities for automationWork closely with product and engineering to improve tooling for content ingestion, management, and governanceBuild playbooks, templates, and frameworks that allow Customer Success to scale globally Customer Success Leadership Be the founding member of the Customer Success functionShape how we define success, onboarding metrics, and implementation timelinesInfluence future hires, team structure, and long-term Customer Success strategyAct 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 rolesTechnology 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 flowsProven track record of implementing complex SaaS platformsExperience 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 strategicallyAble to manage complex stakeholders and guide customers through changeStrong organisational skills with the ability to manage multiple implementations in parallelProcess-driven mindset with a passion for building scalable systemsClear communicator who can work effectively with clinicians, administrators, engineers, and foundersEnjoys 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 our website here. 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. Locations: Remote (London, England, GB)