Engagement Manager

About wawa

wawa is a high-growth health tech SaaS company transforming how fertility clinics operate and care for patients.

Our platform is used by leading clinics globally to streamline clinical workflows, improve operational efficiency, and enable better patient experiences. We sit at the centre of clinic operations, supporting complex, mission-critical processes that directly impact clinical teams and patient outcomes.

Fertility care is evolving rapidly. Clinics face increasing demand, growing regulatory complexity, and rising expectations around efficiency, accuracy, and patient experience. We exist to power this evolution.

We are scaling quickly across international markets, backed by leading investors and driven by a clear mission: to help clinics operate smarter, move faster, and deliver exceptional care. Joining wawa means working at the intersection of healthcare, technology, and meaningful real-world impact.

The Role

We are looking for an Engagement Manager to own the full customer lifecycle, from onboarding, implementation and activation through long-term adoption, retention, and growth.

This is a commercial and delivery-focused, customer-facing role suited to someone who combines strong relationship management with structured programme delivery. You will work closely with clinics to ensure successful implementations, drive meaningful product adoption, and maximise customer value over time.

This is a high growth startup environment offering significant exposure, ownership, and autonomy. The pace is fast, priorities evolve, and expectations are high. The role is demanding, but highly rewarding for someone who thrives in an outcome focused, fluid, and high stakes environment. We are looking for an individual who is energised by responsibility, comfortable with ambiguity, and motivated by measurable impact.

Success in this role requires experience delivering technology transformation or implementation programmes, alongside a strong customer and commercial orientation.

What You Will Do

Customer Lifecycle Ownership

• Own the end-to-end customer journey across onboarding, implementation, adoption, retention, and expansion.
• Act as the primary post-sale partner for assigned clinics.
• Build trusted relationships with clinical, operational, and executive stakeholders.

Onboarding & Implementation

• Lead structured onboarding and implementation programmes.
• Coordinate cross-functional resources, including Product, Engineering, and Support.
• Drive clear timelines, milestones, risks, and outcomes.
• Ensure customers achieve early value and successful go-live.

Adoption & Value Realisation

• Proactively drive product usage and workflow adoption.
• Develop success plans aligned to clinic objectives.
• Identify gaps, friction points, and optimisation opportunities.
• Deliver enablement, guidance, and best practice recommendations.

Retention & Growth

• Monitor customer health, engagement, and risk signals.
• Act early to mitigate churn risk.
• Identify and develop expansion opportunities.
• Partner with customers to unlock additional value from the platform.

Internal Collaboration

• Translate customer feedback into actionable insights.
• Partner closely with Product and Engineering on improvements.
• Contribute to evolving engagement and success playbooks.

What Good Looks Like

• Customers successfully onboarded and implemented within SLA.
• Strong staff engagement, product adoption and workflow integration.
• High customer satisfaction and retention.
• Consistent identification of growth opportunities.
• Clear, structured programme delivery.

What We Are Looking For

Essential

• 3+ years experience in a top tier Management Consulting firm focussed on transformation delivery or an Enterprise Customer Success / Engagement Manager role within B2B SaaS.
• Proven experience delivering technology implementation or transformation programmes.
• Strong programme and project management capability.
• Experience managing complex stakeholder environments.
• Commercially aware with a focus on retention and growth.
• Excellent communication and relationship management skills.
• Strong ownership mindset and structured thinking.

Nice to Have

• Experience in healthcare, health tech, or regulated environments.
• Experience working with clinical or operational stakeholders.
• Familiarity with SaaS metrics, adoption frameworks, and customer health models.

What We Offer

• Competitive salary based on experience.
• Stock options in a scaling venture-backed company.
• Hybrid working model - 3 days per week in London Paddington, 2 days work from home.
• Daily lunch allowance for office days.
• Meaningful impact on customer success and company growth.
• High performing, collaborative team culture.