Customer Success Manager - Portfolio Launch

Customer Success Manager - Portfolio Launch

Flexible remote • Old Street

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

About us:

At YuLife we're transforming products once focused on death and illness into ones that inspire life and reward living — turning old-fashioned employee perks into life-enhancing benefits.

We are explorers, dreamers and innovators. We’re on a journey to build the best platform in the world, but we can’t do it without people like you, leading the way.

Forget the stereotypical tech companies of the past. Embrace the unconventional, exercise your imagination and help alter the future with YuLife.

Which hopefully is where you come in.

The journey so far:

What's happened over the last few years:

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The 2022 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 with short timescales (2 weeks -1 month)
  • Onboarding SaaS business and managing the rollout project with internal and external stakeholders
  • Project Management experience is welcomed, as well as managing multiple rollouts at the same time, at scale
  • 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 our SME 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:

  • You will be responsible for implementing and launching YuLife App with our clients.
  • Manage the implementation of YuLife app and services
    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
  • Deliver and enhance rollout processes to onboard new clients into YuLife - at times managing 10-20 clients rollouts at a time
  • 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: 

      • Preference for familiarity with CRM programs such as Salesforce or Hubspot
      • Understanding clients processes, gather requirements and deliver on projects
      • Managing multiple stakeholders, internal, brokers and clients
      • Build strong client champion relationships
      • Project Management experience and expertise such as Prince2, Agile, PMP, or strong experience in the area
      • Experience deploying SaaS platforms across 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
      • 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)
        • £20 per month to a "be your best Yu" budget
        • Unlimited Monthly professional coaching with More Happi
        • OnHand Volunteering app
        • £25 monthly budget with Learnerbly
        • Financial coaching with Octopus Money coach 
        • Generous parental leave policies
        • Remote working packing; includes laptop, desk, chair etc.
        • Contributory pension = 3% of basic
        • 24 days Annual Leave + 1 ‘personal’ day (e.g your birthday, moving house anything else that is for Yu!)
        • Remote and flexible working
        • Currently our lovely office in Shoreditch is available if people want (and only if they want) to use it.

        Here is our framework and principles around hybrid working at YuLife. 

          Our values:

          Love Being Yu.jpeg
          awards.jpeg

          YuLife company culture:

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

          yulife_company_culture_.jpeg

          We're more than just life insurance!