Job Title: Onboarding Success Manager
Salary: £32,000 - £35,00
Role Description
We are growing, and as we grow the period between a trust signing with us and their implementation starting has become both longer and more important. That window is where a customer's confidence in us is built, so we are investing in it deliberately rather than leaving it to look after itself.
The Onboarding Success Manager owns the customer relationship across that period, from contract signature through to handover to the delivery team. You hold that relationship alongside Sales and Account Management, keeping every customer engaged, informed and moving so the enthusiasm they had when they signed is still there on the day their project starts. You know where each customer stands at any point, and you act early to keep them on track. You own the improvements that make each customer's experience better than the last, and you are measured against a clear set of KPIs, reported proactively to the Head of Implementations.
What the role is accountable for
Accountability for delivering the implementation itself sits with the delivery team from project start. This role is accountable for everything up to that point: the customer arriving at handover engaged, prepared and on time, with the plans, visibility and customer intelligence in place for the team to pick up cleanly. Beyond handover, the role continues in a supporting capacity, contributing risk oversight to live projects without holding accountability for their delivery.
Own the at-risk process: identify customers heading for trouble early, give each a clear owner and a plan, and drive it through to resolution, escalating when progress stalls. Identifying the problem is only half of it; this role is accountable for the fix landing.
Own slot fill: once availability is set, work with Sales and Account Management to fill delivery slots quickly so no delivery capacity is lost, flagging at-risk slots early and bringing customers forward where readiness allows.
Own process improvement across the journey from sale to handover: find where time, quality or momentum are being lost, design the fix, and work with the department to embed it.
Report proactively to the Head of Implementations against a defined set of KPIs, covering customer health and engagement, expedited and delayed customers, risks identified and headed off, and missed opportunities where a slot was needed but not available.
Work through tooling rather than by hand: use AI and automation, Claude in particular, to build and maintain the plans, keep the delivery boards clean and current, surface early warning on customers who need attention, and design the manual admin out of the journey.
Skills, experience, and attributes
A commercial, customer-facing mindset. You are comfortable owning a customer relationship and managing expectations diplomatically, including when the news is not what the customer wanted to hear, and you keep the relationship strong while doing it.
A solid delivery or project background, with a clear understanding of how customer implementation projects run and how resource and capacity are planned, so you can hold a credible conversation with both the customer and the delivery team.
Comfortable with AI and automation, and keen to work that way by default rather than falling back on manual effort. Hands-on experience with Claude, or with automation in Monday.com or HubSpot, is an advantage, but appetite and aptitude matter more to us than the track record.
Analytical and process-minded, able to look at a workflow, see where the time and momentum are going, and work out what would remove the friction.
A confident communicator who can work across Sales, Account Management and the delivery team, hold people to commitments without damaging the relationship, and escalate early when something is not moving.
Benefits:
27 days of holiday per year plus bank holidays (with a buy option up to an additional 5 days)
Enhance Maternity and Paternity leave
AXA Health insurance including dental, optical and mental health
Broadband allowance
Home office stipend
Life assurance (4 x basic salary)
Encouraged and funded CPD
