Head of Customer Success

Role Overview

As Head of Customer Success at Dyad, you will shape how GP practices and PCN groups experience BetterLetter, making sure every customer gets lasting value from the product and grows with us.

What You Will Do

You will lead a small Customer Success team, oversee onboarding and the account review lifecycle, and drive high adoption across internal teams.

Why It Might Be a Fit

This is a senior role in a fast-growing company, requiring substantial first-hand experience in or of UK primary care, strong people management skills, and a track record of owning retention or churn targets.

Requirements

• Substantial first-hand experience in or of UK primary care
• Strong people management skills with a track record of building inclusive, high-performing teams
• Significant experience in customer success, account management or a comparable customer-facing role
• A track record of owning retention or churn targets and improving them
• Confidence leading difficult conversations with senior stakeholders
• Experience designing customer processes
• Comfortable working with data to track customer health, forecast churn and report to a leadership team
• Excellent communication skills, with the ability to explain complex topics clearly to clinical and non-clinical audiences

Benefits

• Competitive Salary
• Company Pension
• 25 days of paid annual leave (pro-rata)
• A fun and flexible hybrid working environment
• Access to our Employee Assistance Programme – Health Assured
• A modern, dog-friendly office located near Chancery Lane with free drinks