Onboarding Success Manager

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

• The customer's confidence and momentum from the point of sale through to handover to the delivery team, and the management of the risk that sits in that gap.

• Being the customer's point of contact through that period, working alongside Sales and Account Management.

• Knowing the health of every customer at all times, so those who need attention are identified early, owned and driven to resolution before the risk lands.

• Continuous improvement of the journey from sale to handover, so each customer's experience is better than the last and the time in that gap reduces.

• Delivery slots being filled, so no delivery time is lost, with early warning when demand and capacity are moving out of step.

• A defined set of KPIs, reported proactively to the Head of Implementations, showing the risks headed off as well as the outcomes delivered.

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.

Key responsibilities

• Own the customer relationship from contract signature through to handover to the delivery team, working in direct partnership with Sales and Account Management.

• Keep customers engaged and informed throughout the wait: lead the planning conversations, agree expectations and timelines, and hold both the customer and the business to them.

• Monitor customer health continuously and report on how each customer is tracking, so their position is visible to Sales, the delivery team and the Exec at any point.

• 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.

• Lead forward demand planning with Sales and the delivery team, giving a clear forward view of what is coming so capacity can be shaped around it.

• 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.

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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.

• Able to hold a picture across a portfolio of customers at once, spotting the ones going quiet or drifting off track before they tell you, and acting on it early.

• 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.

• Evidence of owning outcomes rather than tasks. You have held a set of measures, reported on them to a senior audience, and acted on what they told you.

• 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.

• Autonomous and self-directed, able to own an improvement agenda and to make and defend process decisions with minimal direction.

• Experience in education, MAT finance or a comparably regulated sector is welcome, but it is not essential.

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