Remote Customer Success Specialist (Europe)
9 days ago
Watford
We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine. Our team thrives on challenges, embraces change, and is dedicated to transforming our industry. We are looking for a Customer Success Specialist who supports clinics across their entire journey with Adoreal, from the moment they sign on through every day they operate on the platform. This role blends hands-on onboarding with ongoing technical support, training, and adoption. One week you might be on site at a clinic walking their staff through new workflows. The next you might be remotely troubleshooting a billing issue or shaping a new help center article. We want someone who works proactively rather than reactively. You should be the person who anticipates where clinics will struggle, builds resources before they need them, and treats every support interaction as a chance to improve how the platform works for everyone. You are equally comfortable running a structured implementation project and jumping into an unexpected support ticket. Travel across Europe is part of the role. When a new clinic comes on board, or an existing one needs deeper training, you will be there in person. Candidates should live in Poland, Spain, Sweden, or the United Kingdom within an hour of a major airport. Onboard new clinics • Serve as the primary point of contact during implementation, coordinating across internal teams (technical, CRM, training) and clinic stakeholders., • Support configuration of Adoreal’s EMR and CRM systems and help clinics migrate data from their existing tools., • Organize and structure clinic data so it aligns with Adoreal’s analytics framework., • Manage project timelines, track milestones and dependencies, flag risks early, and communicate status clearly., • Travel on site to deliver staff training and lead clinics through their transition to the platform. Support clinics once they’re live • Act as the first point of contact for clinic staff and patient inquiries, ensuring all requests are addressed within 24 hours., • Troubleshoot technical issues, triage support tickets, and coordinate escalations with Product and Engineering when needed., • Monitor adoption after go live and reach out proactively to clinics that are struggling, rather than waiting for problems to surface. Train and enable on an ongoing basis • Build and maintain onboarding documentation, training guides, FAQs, training videos, and other self service resources., • Keep clinics current on new features, UI updates, and bug fixes through release notes and follow up sessions., • Travel on site for refresher training, workflow audits, or whenever a clinic needs hands on guidance after going live. Close the feedback loop • Track and document bugs, recurring issues, and feature requests., • Identify patterns across clinics and translate them into product insights for the Product and Growth teams., • Explore automation opportunities (chatbots, predictive troubleshooting, smarter self service) that reduce repetitive support work and free you to focus on higher value clinic interactions., • Minimum 4 years of combined experience across customer success, software implementation, technical support, or healthcare onboarding, ideally in SaaS or digital health., • Hands on experience with EMR and CRM systems, data migration, and digital workflow tools., • Native level English fluency (C2) with strong written and verbal communication. Additional European languages are a plus., • Demonstrated success managing multiple implementation or onboarding projects simultaneously., • Familiarity with healthcare workflows including patient intake, documentation, billing, scheduling, and compliance., • Strong familiarity with support ticketing systems and escalation processes., • Experience training clinical and administrative staff on new systems., • Comfort building help center content, training documentation, and self service resources., • Awareness of regulatory requirements in healthcare data handling and access control., • Willingness and ability to travel across Europe for clinic visits and on site training. Organized, collaborative, tech savvy, and oriented toward efficiency, scalability, and proactive problem solving. At Adoreal, we believe in supporting our team’s well-being and growth through comprehensive benefits and a collaborative, people-first culture. As a globally remote company, we prioritize flexibility, inclusivity, and teamwork rooted in the Adoreal principles. Benefits & Perks: • Paid time off (PTO) and paid holidays, • Performance-based bonuses and company equity opportunities, • Fully remote work environment with flexible schedules, • Collaborative and thriving team culture guided by Adoreal’s core values Joining Adoreal means becoming part of a high-performing, ambitious team that works hard, achieves extraordinary results, and enjoys the rewards that follow. Every employee receives equity, aligning us all in our shared success. Promotions and growth opportunities are limitless, driven only by your performance and dedication to our core principles: • We do what is best for the company, not what is best for individuals of the company—we take pride in our work, but not in pride itself—the success of Adoreal is more important than our egos., • We always share relevant information and admit our mistakes freely and openly (even when it is worrisome or uncomfortable to do so). Candid communication and a solution-oriented mindset is rewarded., • We innovate by finding the right problems, then solving them. We thrive on change that minimizes complexity and improves situations for our stakeholders., • We incentivize efficient results & people over process and focus only on the work that creates the most value for our stakeholders., • We are quietly confident and openly humble, being tenacious in our quest to perform and inspire others with our thirst for excellence., • We do not bow up and knock down—we care about our teammates and treat all of them with respect, regardless of their level within the company., • We are steadfast in our pursuit to better our company, our colleagues, and ourselves. When we hire, we only hire people who bleed our principles and who will hopefully be our replacement one day. Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable U.S. law (EEOC) or local employment regulations where we operate. We encourage applications from candidates of all backgrounds. Accommodations for disabilities are available upon request throughout the recruitment process. We are not working with search firms for this role, thank you
