Client Success Lead

💜

• What makes this role special

As the Client Success Lead at Suvera you will own a portfolio of the GP practices and PCNs who’ve chosen to work with us, making sure they get exactly what they need from our recall platform. Keeping our partners happy and renewing is the most important thing we do for growth, so retention will be your number one measure of success.

It’s a role for someone who genuinely cares about the people on the other side of the table: practice managers, GPs and care teams who are stretched and need tools that actually help. You’ll get newly signed practices live and confident, keep them engaged, and build relationships strong enough that, when the time is right, the rest of their PCN wants in too. You’ll build trust by showing up, listening well and following through, and you’ll be just as happy rolling your sleeves up on a tricky onboarding as you are running a quarterly review. As our Lead, you’ll also help shape the playbooks and ways of working for our Client Success team as we grow.

Reports to: Co-Founder and Commercial Director, Will Gao

• Compensation:
• £65,000 - 75,000 (£78-90k OTE uncapped)

Please note that a Disclosure will be requested in the event that you are successful and are offered & accept a role with Suvera. The DBS Code of Practice which governs these checks can be found here.

👋 About Suvera:

Suvera is transforming healthcare with a mission to power early care for everyone. Partnering with UK general practices, we deliver technology and care that leverage AI to transform care in the community, close to patients, starting with those living with long-term conditions. Currently, we manage over 300,000 patients. Our ambitions are global, and we're just getting started.

Our advisors include luminaries like

Professor Bryan Williams, a leader in high blood pressure research and guidelines in the UK. We are a diverse team of about 60 people, including clinicians, care advisors, and experts across various disciplines.

Backed by Google for Startups and Morningside Ventures, Suvera is poised to become a global leader in healthcare.

💻 What you'll be doing :

On your best days, you’re sat in a practice with the practice manager and a GP partner, looking at how many patients they’ve recalled and the hours it’s given back to their team. They tell you they couldn’t imagine going back, and ask how the rest of their PCN could do the same.

On your toughest days, a new practice has gone quiet mid onboarding, another has raised a complaint and an IT lead has sent over 40 detailed questions. You take a breath, prioritise, pull in the right people across Implementation, Product and Partnerships, and make sure every customer still feels looked after. Nobody expects you to have every answer, but we do expect you to own it until it’s sorted.

Onboarding and adoption

Getting newly signed practices live and confident and working hand in hand with our Implementation and Onboarding team

Spotting practices that have gone quiet during onboarding and finding the right way to bring them back.

Know when to push on transformation whilst creating and delivering training that helps practice teams get the most out of the platform

Retention and growth

Looking after your own portfolio of practices and PCNs, anticipating what they need before they ask

Keeping an eye on usage and satisfaction, spotting trends early and acting on them

Owning renewals and upsells, and noticing when something feels off before it becomes a problem

Spotting opportunities to expand within existing partners, and working with Partnerships to make them happen

Supporting on complaints and incidents, making sure findings are shared back with the practice

Voice of the customer

Getting out to see practices in person and running reviews that show the difference we’re making

Sharing what you hear with Product, Operations and the wider team so partner needs are heard and acted on Keeping HubSpot and Notion up to date so everyone knows where things stand

Helping build our Client Success playbooks and supporting the wider team as we grow

👀 We're looking for someone who:

• Should have:

Experience in Client Success or Account Management, ideally with a B2B SaaS or healthtech company, and this is a step up or a lateral move for you

A track record of strong retention and expansion:

• high Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), low churn, and upsell or cross-sell revenue from your accounts. You can walk us through your portfolio and how you got there.
• Comfortable running accounts on data: health scores, product adoption, renewal forecasting and QBRs (quarterly business reviews).

You’re an automation-first thinker:

• you’re comfortable with tools like HubSpot and Claude and instinctively look for ways to automate the repetitive stuff, reduce manual lift and spend more time on the work that actually needs a human.
• Warmth and credibility with senior stakeholders, whether that’s a GP partner in person or an IT lead on a call
• Comfort working towards targets and deadlines, with the confidence to spot and raise growth opportunities
• Curiosity to learn a product inside out, and the honesty to say “let me find out” when you don’t know

A sleeves up attitude:

happy to dive into the detail, organised with your CRM, and you follow through on what you promise

Nice to haves:

• Experience working in or with General Practice

A background in healthtech, digital health or regulated environments

You’ve helped build a Client Success function or playbook at an early stage company

HubSpot experience

• 🤔
• About the Client Success Team

Client Success is part of our Commercial team, alongside Partnerships. We look after every practice once they’ve signed with us, from implementation and onboarding through to ongoing support, reviews and renewals. It’s a small, close team where everyone pitches in, celebrates each other’s wins and isn’t afraid to ask for help.

Partnerships lead on winning new practices and PCNs, while we lead the relationship once they’re on board. You’ll work closely with them to spot opportunities for growth, and with Product, who rely on what we hear from practices to shape what we build next. Your impact on our customers, and on Suvera, will be visible every single week.

🌎 About our culture:

• At Suvera, our culture isn’t an afterthought, it underpins everything we do. Our values shape how we build, collaborate and show up for patients, partners and each other.
• We’re hybrid, with flexibility. Where practical, we come together in our London office two days a week for intentional collaboration, and the rest of the time we trust you to work however you do your best work.
• Ideas win, not titles. We’re non-hierarchical when it comes to design, tech and process, so if you’ve got a better way, we want to hear it.
• Everyone at Suvera works side by side, because bringing different backgrounds together is how we get to better answers, and better representation leads to better care.
• Wellbeing comes first, and our playbooks are built around it. Above all, we value curiosity, ownership and compassion, and we’re building a workplace where ambitious, thoughtful people can do their best work in a way that genuinely matters.

🙌 Perks

We've designed our benefits to reflect the values that shape how we work together every day - supporting people not just in the work they do, but in how they grow, connect and thrive over the long term. From creating space for deep work and continuous learning, to investing in wellbeing and building a genuinely inclusive culture, our approach is intentionally values-aligned by design.

We optimise for trust

A team that is diverse by default, prioritises wellness and inclusion, and is not afraid to tackle meaty challenges together

Some of humanity's most evolutionary ideas started around shared meals - we intentionally make time to enjoy lunch together regularly as a team

Proactively organised community-building events and meetups online and offline (including our regular team breakfasts, lunches and socials)

We embrace the long term

• Annual wellbeing budget through Heka
• Private GP and therapy appointments
• Healthy snacks and nutrition provided in the office
• Working late from the office? Dinner's on us
• 5% matched pension
• Equipment and software provided
• We push ourselves to grow
• Support for learning & development

Up to 40 days of annual leave per year, made up of 28 days' standard annual leave plus the option to purchase up to 12 additional days, on top of 8 bank holidays. That's up to 48 days off per year!

No internal meetings before 10am (unless urgent)

• No Friday internal meetings (unless urgent)

A thoughtfully designed space where you feel at home and have everything you need to do extraordinary work