3+ years managing complex B2B customer relationships, ideally in health tech or regulated industries.
Proactive approach with a strong bias for action during critical customer moments.
Excellent project management skills, adept at managing multiple workstreams and identifying risks early.
Curious and adaptable, thriving in fast-paced, innovative environments.
Exceptional verbal and written communication skills, following MECE principles for clarity.
Responsibilities
Build long-term, trust-based relationships with health tech companies.
Act as the main point of accountability for customer outcomes, ensuring timely and clear communication.
Listen and capture customer needs to align internal teams with their values.
Identify and eliminate friction points in processes and customer experiences.
Manage key moments in the customer journey, from onboarding to expansion, maintaining customer confidence.
Benefits
Opportunity to be a founding member of the US team in a growing company.
In-office role with initial onboarding in London, fostering international collaboration.
Engagement with ambitious medical technology companies, impacting patient care.
Dynamic work environment that encourages creativity and innovation.
Full Job Description
About the role
As an Account Manager (Customer Outcomes Specialist) at Scarlet, you will be one of the founding US members of that team. You will own customer relationships from onboarding through expansion. You will keep complex projects on track, remove friction, and ensure customers achieve their goals. You will work day-to-day with ambitious medical technology companies and help them deliver safe devices to patients sooner.
We already have customers in the US and are opening an office in New York City to grow our presence. This is a full-time, in-office role, and you'll spend your first weeks onboarding with the team in London.
Responsibilities
Build long-term, trust-based relationships with forward-thinking companies in health tech
Act as the central point of accountability for customers, ensuring the right outcomes, at the right time, with clear communication throughout.
Listen closely, capture what matters, and surface it, so internal teams stay aligned with what customers value (and what they don't) throughout the journey.
Spot friction early and eliminate it - whether it is process confusion, scope drift, or quiet frustrations.
Own every key moment - from onboarding to expansion - keeping customers focused and confident, even when the path is complex.
Required qualifications
You've owned complex customer relationships in B2B environments for 3+ years, preferably within the health tech industry and/or a regulated industry.
You operate with a bias for action. Customers turn to you in critical moments, and internal teams count on your signal to make smart bets.
You have strong project management skills. You connect dots, see risks early and keep multiple workstreams on track without breaking a sweat.
You have an insatiable curiosity and thrive in a fast-paced and innovative environment, eager to think creatively and iterate quickly.
Your verbal and written communication skills are exemplary, aligned with MECE principles and adapted to an asynchronous work environment.
The Interview Process
Intro call with Aarzoo (30 mins)
Round 1: CX team interviews: Rachel (60 min), Steven (30 min)
Round 2: Founder interviews: James and Jamie (2x20 min)
