Customer Success Manager - Enterprise & Strategic Launch Manager

Customer Success Manager - Enterprise & Strategic Launch Manager

Operations • Flexible remote • Old Street

We are looking for an experienced Customer Success Account Manager (enterprise) to play a pivotal role in bringing life insurance to life for our clients.

About us:

YuLife is creating a new kind of insurance company. Our mission is to inspire people to live longer, happier and healthier lives. We provide life insurance to companies and drive employee wellbeing through meaningful, engaging and rewarding experiences inspired by our favourite games, apps and products.

We live by a simple principle and we strive to translate this to our designs: always seek the win-win in everything we do. This means we should always be giving more than we take with every interaction. Sounds good?

The 2022 mission is to reach 1 million lives!

The journey so far:

What's happened over the last few years:

The 2021 mission is to reach 1 million lives!

The role:

 

This role forms a core part of the Customer Success team at YuLife. Our team’s mission is to bring insurance to life for our clients. As a team, we work to ensure that our clients understand their YuLife membership, and rollout YuLife successfully with the high levels of adoption and customer satisfaction.

The successful candidate will have experience in

  • Stakeholder management for complex projects, with short timescales (1-3 months)
  • Customer success / implementation manager with a track record in launching enterprise SaaS with high adoption
  • Onboarding SaaS business and managing the rollout project with internal and external stakeholders

    This is a hands-on, high execution role in a fast paced environment which requires excellent business, negotiation and technical skills.

    You will be working as part of the Launch Management team (part of the CSM team that onboards new clients into YuLife) acting as the strategic voice of YuLife for largest and most complex customers. Day to day, you will own the onboarding and launch of YuLife, end to end relationship of each account with a focus on the clients success including product adoption/feedback loops, executive and broker engagement. 

    Day to day responsibilities include, but are not limited to:

    • Manage the implementation of YuLife app and services with Enterprise and Strategic clients (typically from 500 up to 50k+ employees)
    • Ensure that customers understand the platform's value and attain a high level of adoption
    • Develop a trusted advisor relationship with customer executive sponsors to create passion and satisfaction for YuLife
    • Establish measurable goals and KPIs for your customer accounts and drive a plan to completion
    • Navigate through multiple departments within an organisation to expand use cases and business value of YuLife
    • Deliver awe-inspiring presentations and trainings, provide insightful practices and structure creative solution
    • Facilitate agreed client / YuLife action items and secure internal resources from other teams to execute on next steps
    • Be a product expert and a functional YuLife consultant to help clients have a successful rollout of YuLife with high adoption rates
    • Manage internal and external stakeholders during onboarding project
    • Ensure clients are walked through YuLife’s onboarding methodology, if needed managing escalations
    • If necessary, managing launch events with clients, marketing, operations, communication teams

    The ideal candidate will have:

    • Experience deploying SaaS platforms across enterprise organizations and driving long-term engagement
    • Strategic thinker who is comfortable in a fast-paced, always-on, highly ambiguous start-up environment
    • Ability to adapt to a rapidly changing product and respond strategically to customer needs
    • Experience meeting multiple objectives in an entrepreneurial environment with little supervision
    • Ability to adapt to a rapidly changing product and respond strategically to customer needs
    • Exceptional interpersonal skills and the ability to develop strong working relationships at all levels of management, both inside and outside YuLife
    • Negotiation, commercial skills and communication skills
    • Experience working with cross functional teams, such as Account Management, Sales, Product, Marketing and acting as the Voice of the Customer
    • Knowledge of life insurance or group risk is a bonus
    • A love of being organised

    What you’ll get:

    We like to give more than we take so here are some of our benefits:

    • A competitive base salary
    • Potential to earn share options
    • 6x salary life assurance policy
    • Income protection policy
    • Access to the YuLife app (which includes a tonne of well-being rewards, discounts and exclusive offers as well as access to Calm and Fiit)

     

    • Monthly wellbeing budget to “Be your Best Yu”
    • Contributions to working from home office equipment
    • Contributory pension - 3% of basic
    • 24 days of annual leave + 1 day to celebrate your birthday
    • Flexible and remote working arrangements (read more below)
    • A shiny MacBook Pro or whatever you need to do your best work
    • Cycle to work scheme
    • HIIT and Yoga sessions
    • Access to Learnerbly with a dedicated budget towards L&D through webinars, books, podcasts, journals and much more
    • More Happi - 2 professional coaching sessions every month

    Find out more about our Hybrid Working policy.

    Our values:

     

    YuLife company culture:

    Read what one of our key investors has to say about our culture ›

     

    We're more than just life insurance!