About TORTUS AI
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 our first Customer Success & Implementation Lead. A crucial hire who will shape how our product is deployed and experienced in NHS settings. You’ll work closely with operations, product, commercial and secondary care customers, ensure successful onboarding, adoption, and long-term value delivery.
This is a varied role combining implementation, technical troubleshooting, and customer advocacy, as well as setting up the customer success function.
What You’ll Do
Own the end-to-end implementation process for new customers from technical setup and user onboarding to post-go-live support.
Be embedded in forward deployment teams, including a product manager and customer engineer for each new customer.
Build and scale our customer success playbook as our first hire in this function.
Develop deep relationships with NHS and hospital stakeholders to ensure long-term product adoption.
Work with product to translate customer feedback into actionable insights for our product and engineering teams.
Proactively identify friction points and opportunities for improvement in customer journeys.
Serve as a product expert, advising users on best practices for working with LLMs and AI-enabled clinical workflows.
Know when to escalate internally vs resolve autonomously.
What We’re Looking For
Must-Have Experience
Proven experience working with NHS and hospital environments, ideally in implementation or digital health deployments
Exceptional at driving customer onboarding and adoption of SaaS platforms for enterprise clients
Hands-on experience in building and scaling within early-stage teams and a track record of success
Nice-to-Have
SQL or basic data querying skills
Familiarity with LLMs and prompting techniques
What You’ll Get
A chance to join an ambitious team shaping the future of healthcare
A pivotal role in defining our customer success strategy and voice
Exposure to cutting-edge AI and large language model technologies
Competitive salary and early-stage equity
Opportunities for personal and professional growth as we scale
