Customer Success Associate

Job description

About us At TORTUS AI, we are redefining how clinical teams interact with technology. Our mission is to enhance healthcare delivery by embedding intelligent, adaptable AI into clinical workflows reducing administrative burden and enabling clinicians to focus on what they do best: patient care. We're an early stage startup with NHS traction and a growing footprint in UK hospitals. The Role We're hiring a Customer Success Associate to support the rollout and adoption of TORTUS across NHS sites. This is a great opportunity for someone early in their career who wants hands-on exposure to healthcare tech deployment, customer relationship management, and product feedback loops. You'll work closely with and learn directly from our Customer Success Manager, taking ownership of day-to-day tasks while building toward greater autonomy over time. You'll partner with operations, product, engineering, and commercial teams to help ensure smooth onboarding and long-term adoption. What You'll Do Onboarding & Rollout ● Support the implementation process for new customers, including coordinating training sessions and post-go-live check-ins. ● Help run engagement sessions with NHS sites, taking notes, tracking action items, and flagging issues early. ● Support enterprise support processes (SOPs, service desk engagement, escalation paths) under guidance from the Customer Success Manager. Customer Relationship Support ● Act as a day-to-day point of contact for site users on straightforward queries, escalating more complex issues as needed. ● Help build relationships with clinical and operational contacts, and gather feedback at team level. ● Help prepare reporting dashboards and usage summaries for site leads. CX Support & Collaboration with Product ● Triage and log customer support requests, resolving simple issues directly and escalating bugs, UX considerations, or feature requests to product. ● Help maintain customer training materials, and support delivery of training sessions. ● Assist with clinical note template configuration, working with product/engineering as needed. Voice of the Customer ● Help collect and organise structured feedback from customers for product development. ● Support alignment between training documentation, product updates, and real clinical workflows. What We're Looking For Must-Have ● Some experience in a customer-facing, support, or coordination role (internships, placements, or early-career roles all welcome) - healthcare or NHS exposure is a strong plus but not required. ● Strong communication skills and comfort working directly with a range of stakeholders, including clinicians. ● Highly organised, proactive, and comfortable picking things up quickly in a fast-moving, early-stage environment. Nice-to-Have ● Familiarity with SQL or basic data querying. ● Interest in or familiarity with large language models (LLMs) and prompting. ● Exposure to NHS or hospital settings. What You'll Get ● Hands-on mentorship and a clear path to growth ● Direct exposure to how AI products get deployed in real NHS clinical settings. ● Exposure to cutting-edge AI and large language model technologies. ● Competitive salary and early-stage equity. ● Real opportunities for personal and professional growth as we scale