About the role
We pull medical technology from the future to solve human health.
Scarlet is authorised to assess and certify medical devices. We combine clinical, technical and regulatory expertise with AI agents and software so rigorous certification can keep pace with product development at the world’s most ambitious technology companies, without lowering the safety bar.
Our customers have cut a year or more from their certification timelines for new AI-enabled medical devices and shortened product-update cycles from months to weeks. You’ll join a team building the infrastructure that makes these outcomes repeatable at scale.
About the role
As an Account Manager (Customer Outcomes Specialist) at Scarlet, 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.
This is a London-based role requiring native-level Mandarin and excellent English. You will initially manage existing English-speaking customers, including accounts outside China, while helping us prepare for future demand from Chinese-speaking customers. As that demand grows, your portfolio may increasingly include Chinese-speaking accounts. You will remain based in London, including if China-related work becomes your full-time focus.
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.
* Support customers in English and, as demand develops, Mandarin, with an initial portfolio that includes English-speaking accounts outside China.
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
Note: we typically collapse interviews 4-5 into one in-person session at our London HQ.
1. Intro call with Aarzoo (30 mins)
2. An advanced Mandarin language test (20 mins)
3. CX team interviews: Rachel (60 mins), Steven (30 mins)
4. Culture Q&A with Yun in Mandarin (10 mins)
5. Founder interviews: James and Jamie (2x20 mins)
6. Offer & references
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Compensation: £60K – £70K • Offers Equity
* • £60K – £70K • Offers Equity
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