Head of Customer Success

About Dyad

Dyad's mission is to improve the delivery and efficiency of healthcare.

We are building a platform to model and manage the flow of information within healthcare organisations, improving outcomes for patients, payers, and healthcare providers. We believe data handling in current healthcare systems is needlessly complex and disconnected, leading to isolated and inefficient decision making. To showcase how this technology can advance the delivery of healthcare and improve lives, we build and deploy products for healthcare providers and payers into the UK and US markets.

Dyad is a fast-growing, Series A-funded health tech company with a team of more than 70 people. We are expanding quickly as we grow from primary care into NHS secondary care and new international markets. We are passionate about technology and its applications in worthwhile ventures. New joiners will have a significant impact on the direction of the company, as well as our culture.

Our products

Dyad's Platform: Dyad's products are founded upon our Semantic AI platform, which enables payers and providers to access cutting-edge AI capabilities for their own use cases and applications. Our partners either use the platform APIs directly or work with us to develop applications for their use cases. For more information, please see our Platform page.

Primary care operations: Dyad develops a suite of products for healthcare operations, including:

• BetterLetter, our AI tool helping practices decrease their admin burden in processing clinical letters. We use this to reduce staff time spent identifying codes to be applied to the record as well as suggesting follow-up tasks and workflow optimisations. BetterLetter helps providers save time, save cost, improve performance under audit and build staffing resilience.

The role

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. As we expand, the role will increasingly focus on growing revenue within our customer base and building the team to support new markets..

You will lead a small Customer Success team: a CS Team Lead and two Customer Success Executives, with further support from our Principal Clinical Practice Specialist. The team takes every practice from contract signature through onboarding, then into a structured account review lifecycle. You will set the standards for that lifecycle, coach the team to deliver it, and personally lead the conversations that matter most: our largest accounts, and practices at risk of not realising the full benefits of AI-assisted coding.

You will lead on keeping and growing revenue across our customer base. That means understanding what each practice and PCN needs, spotting opportunities to extend the value they get from BetterLetter, and acting early when a customer needs extra support. You will work closely with Product, Engineering, Commercial and Customer Operations so that customers stay, succeed and expand with us.

This is a senior role in a fast-growing company. BetterLetter is scaling quickly, with a strong pipeline of PCN and federation opportunities and SystmOne practices coming on stream. Our first contracts in new markets are also expected next year. You will build a Customer Success function ready for new markets and a larger, more diverse customer base.

Reporting to: VP Business Operations/VP Customer Operations

Direct reports: CS Team Lead and two Customer Success Executives.

This is a full-time position, which can be offered on a hybrid or remote basis.

Core responsibilities

• Customer success and growth: Partner with BetterLetter’s customers (GP practices and PCNs) to ensure they realise ongoing value, drive high adoption across internal teams, and foster long-term customer advocacy.
• Strategic accounts: Lead quarterly business reviews and annual account plans for our largest practices and PCN groups. Build senior relationships with practice partners, PCN clinical directors and federation leads, and identify expansion opportunities for the Commercial team.
• Customer lifecycle and operations: Oversee onboarding (with practices live within one month of contract) and the account review lifecycle that follows.
• At-risk accounts: Own every practice rated red, at any point in its