Customer Success Manager, Vitrue Health

• This is a customer-facing role that demands excellent communication, commercial thinking, and the ability to build trusted relationships
• It’s also ideal for someone passionate about our mission to reduce MSK pain at scale – and excited by the opportunity to help build something truly impactful
• 3 to 5 years of experience in B2B SaaS: you’ve worked as a CSM (or equivalent) in B2B SaaS business before
• Fluent in AI tools: you’re comfortable using and talking about AI tools - they’ll increasingly play a role in how we support clients
• Comfortable in a full 360 role: you’re comfortable owning customer relationships end-to-end - onboarding, support, QBRs, and renewals for customers all the way from SME to Enterprise
• Commercial mindset: You’re commercially aware and happy negotiating renewals and upsell opportunities, comfortable using tools like hubspot
• Love people: You love speaking with customers day-to-day and building strong relationships
• Self starter: A self-motivated person that can work autonomously but also likes contributing to group ideas and solutions. You enjoy a fast-moving environment without rigid playbooks
• Obsessed with learning: you’re curious, self-motivated, and have a track record of figuring things out fast as well as staying on top of industry news and trends
• Driven by impact: you’re excited to help build something meaningful from the ground up
• Intrinsically motivated: you hold a high bar for the customer experience you deliver, the relationships you build, and the results you drive

Desirable

• Help us change lives by getting our platform into the hands of millions. Capitalise on the vast market opportunity, selling a game-changing musculoskeletal pain solution to leading employers
• We’re looking for someone who is ready to roll up their sleeves, as an early CSM hire, you’ll have the chance to bring ideas, best practice and really be part of developing this function!
• Join as the second Customer Success team member and help the business build a best-in-class customer retention! Reporting into the Head of Customer Success, you’ll focus on onboarding, adoption, renewals, and upsells – driving both customer outcomes and commercial growth
• You’ll be responsible for delivering a high-impact post-sales experience from onboarding and training, through to renewal and expansion – with success measured through NRR, upsells, product adoption and customer satisfaction
• You’ll look after a mix of customers, from self-serve teams to big enterprise accounts. You’ll typically own around 60 accounts – but the level of involvement varies a lot depending on their size and needs
• Lead smooth, high-quality onboarding for new customers: setting them up for long-term success
• Provide ongoing training and guidance: to ensure customers achieve measurable outcomes with Vitrue
• Run data-driven business reviews with senior stakeholders: to demonstrate ROI and surface new opportunities
• Proactively monitor account health: act early to mitigate churn risk
• Own renewals and upsell opportunities: this is a key focus of the role and a big part of how success will be measured, contributing directly to revenue growth and retention
• Be the face of Vitrue to our customers: bringing professionalism, credibility, and energy to every interaction
• Continuously look for ways to improve how we serve customers: both operationally and strategically and act as the voice of the customer internally, sharing insights that help shape our product and priorities