Onboarding Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of the customer relationship from the moment the contract is signed until it is handed over to the delivery team.

• Maintain customer engagement and communication throughout the waiting period by leading planning discussions and establishing expectations and timelines.

• Continuously monitor customer health and provide updates on customer tracking status.

• Manage the at-risk process by assigning responsibilities and plans, driving resolutions, and escalating issues when necessary.

• Oversee the filling of delivery slots and identify at-risk slots early on.

• Lead demand planning efforts in collaboration with the Sales and delivery teams.

• Drive process improvements throughout the sale-to-handover journey.

• Proactively report to the Head of Implementations against established KPIs.

• Utilize AI and automation tools, particularly Claude, to develop and maintain plans, keep delivery boards updated, highlight early warnings, and minimize manual administrative tasks.

• Continue to support ongoing projects after handover through risk oversight, without being responsible for delivery accountability.

⛳️ Requirements

• A commercial and customer-oriented mindset.

• Comfortable taking ownership of customer relationships and managing expectations with diplomacy.

• Ability to manage a portfolio of customers and recognize those who may be disengaging or going off track.

• Strong background in delivery or project management.

• Clear understanding of customer implementation projects, as well as resource and capacity planning.

• Evidence of taking ownership of outcomes rather than merely tasks.

• Experience in measuring, reporting to senior stakeholders, and acting on results.

• Familiarity with AI and automation technologies.

• Practical experience with Claude or automation tools in Monday.com or HubSpot is a plus.

• Analytical and process-oriented mindset.

• Confident communicator across Sales, Account Management, and the delivery team.

• Able to hold individuals accountable to commitments and escalate issues early.

• Self-directed and autonomous in work style.

• Experience in the education sector, MAT finance, or a similarly regulated industry is beneficial but not mandatory.

🏝️ Benefits

• 27 days of holiday each year, in addition to bank holidays (with an option to purchase up to 5 additional days).

• Enhanced maternity and paternity leave.

• AXA Health insurance covering dental, optical, and mental health services.

• Broadband allowance.

• Home office stipend.

• Life assurance equivalent to 4 times the basic salary.

• Encouraged and funded continuous professional development (CPD).