Aeon is one of the fastest-growing startups in the preventive healthcare space in Europe, redefining the category through full-body MRI and advanced blood diagnostics that detect potential anomalies before symptoms occur. We are building a category-defining health brand that combines scientific precision with a genuine commitment to our customers.
As we scale across Europe, we believe that the experience after the check-up is just as important as the check-up itself. A customer who feels truly informed, cared for, and supported is one who comes back and tells others. We are looking for someone to own that completely.
In this role, you will build the customer success function from the ground up and play a direct role in shaping how Aeon retains and grows its customer base. This is a strategic, high-ownership position with a direct line to retention, referrals, and long-term growth.
Tasks
As our Customer Success & Retention Manager, you will be the person who makes sure no customer falls through the cracks. You are joining at an early stage where customer success is largely untapped — there is data and feedback coming in, but no one is owning it yet. Your job is to change that and build the function from the ground up.
In your first year, you will have turned raw customer feedback into a structured CS operation with clear processes, measurable outcomes, and a direct impact on retention and growth.
Your tasks:
Own Aeon's core retention metrics: customer satisfaction, re-booking rate, churn (how many customers we lose), and referral volume
Design and execute onboarding and follow-up flows that make every customer feel informed, cared for, and confident in their decision
Collect, structure, and act on customer feedback to continuously improve the experience
Identify customers who may not have had the best experience and proactively reach out to make it right
Turn happy customers into active referrers through personal outreach and word-of-m...