Customer Success Manager

Customer Success Manager

Location: Hybrid working from the Central London office 2/3 times per week

Position Type: Full-Time

Duration: 6 Month Day Rate Contract (Inside IR35) with potential to extend

Salary 50000

Role description

• Lead the implementation of new client programmes from contract signature through to live rollout working closely with the COO and Ops team to ensure smooth onboarding clinical delivery setup and employee engagement at launch
  
• Own the pilot-to-rollout conversion process building the evidence base and commercial narrative needed to move clients from initial pilot populations to full workforce coverage
  
• Act as the primary day-to-day relationship owner across multiple stakeholder levels within enterprise clients from HR and H&S operational leads through to procurement finance and senior sponsors
  
• Run regular client review cycles presenting outcomes data dashboard insights and ROI evidence to build conviction for expansion and renewal
  
• Identify and convert expansion opportunities within existing accounts including new geographies additional employee cohorts and add-on screening panels
  
• Generate referrals and case study material from successful clients working with marketing to turn client outcomes into commercial assets
  
• Manage commercial conversations including renewals expansion proposals and pricing discussions with COO support on complex tenders or strategic accounts
  
• Maintain accurate account plans forecasts and CRM hygiene so the leadership team has clear visibility of account health and expansion pipeline
  

Candidate profile

• 3-5 years in a B2B account management customer success or implementation role ideally in a startup or scale-up environment where the role spans both operational delivery and commercial expansion
  
• Demonstrable track record of growing accounts year over year with examples of converting pilots or initial deployments into larger contracts
  
• Comfortable managing complex enterprise stakeholders across multiple seniority levels and functions with the patience and judgement needed to navigate long enterprise cycles
  
• Commercially minded and target driven comfortable carrying expansion and retention numbers but with the operational temperament to do the implementation work that earns the right to expand
  
• Strong written and verbal communication skills particularly the ability to present data and outcomes in a way that builds conviction with senior client stakeholders Highly organised and process-oriented able to run multiple client implementations and account plans in parallel without dropping detail
  
• Genuinely curious about healthcare workforce health or preventative medicine with the credibility to hold informed conversations with clinical and H&S leaders
  

Must haves

• B2B account management or customer success experience in a role with a commercial expansion target
  
• Experience managing enterprise clients (1000 employees) with multiple stakeholders
  
• Evidence of running structured client implementations or onboarding processes
  

Nice to haves

• Experience in healthcare occupational health employee benefits insurance or adjacent sectors
  
• Experience working with safety-critical industries (rail construction energy utilities transport and logistics)
  
• Familiarity with population health data clinical outcomes reporting or employer health dashboards
  
• Experience in a Series Seed or Series A stage company