Client Relationship 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 Client Relationship Manager or a Customer Success Manager (or equivalent) in B2B SaaS business before
• 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
• Start-up experience: You’ve worked in an early-stage start-up and understand the pace, ambiguity, and hands-on nature that comes with it
• 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

Desirable

• We’re looking for someone who is ready to roll up their sleeves, as an early Client Relationship hire, you’ll have the chance to bring ideas, best practice and really be part of developing this function!
• Join as the second Client Relationship 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

• We usually respond within a day