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Customer Success Manager



Posted 3 weeks ago

Join Peppy as a Customer Success Manager and become a pivotal force in enhancing healthcare experiences for Fortune 500 clients


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Organisation summary: Peppy is revolutionizing the healthcare experience by providing tailored support through their digital platform. As a dynamic and growing company, Peppy offers an exciting chance to contribute to a mission that impacts lives. Working here means being part of a team dedicated to excellence, innovation, and inclusivity, with a focus on empowering individuals through health's most challenging journeys.

  • Role Summary:
    • Forge and maintain high-level client relationships as a trusted advisor.
    • Drive client satisfaction through effective communication and expert insights.
    • Manage client renewals and risk, enhancing adoption and engagement.
    • Facilitate seamless onboarding and exciting launch events.
    • Be a proactive voice for clients, influencing internal strategies and improvements.
    • Maintain expertise in healthcare trends and Peppy's competitive position.
  • Role Requirements:
    • Minimum of 2 years in client-facing roles, preferably in B2B SaaS environments.
    • Track record of delivering commercial and strategic outcomes for clients.
    • Established relationship-building and influencing skills with key stakeholders.
    • Strategic thinker with a solutions-focused approach to challenges.
    • Excellent communication and presentation abilities.
  • Peppy’s Perks and Benefits:
    • Complimentary access to Peppy's comprehensive health services.
    • Private Medical Insurance and financial wellness coaching.
    • Generous parental leave and up to 5% employer pension contribution.
    • 25 days holiday plus bank holidays and a flexible hybrid work schedule.
    • Regular team socials with travel expenses covered for non-London residents.
    • Inclusive environment with a commitment to equality and diversity.

As a Customer Success Manager at Peppy, you will play a pivotal role in nurturing and expanding our relationships with both mid-market and enterprise Fortune 500 clients and senior executives. Reporting directly to the VP of Client Success, you will become an indispensable advisor, providing strategic insights and ensuring our clients derive maximum value from our services. 

Life as a Customer Success Manager at Peppy:

Trusted Advisorship: Build and maintain strong relationships with senior stakeholders, becoming the go-to expert on healthcare trends and Peppy's offerings. Communicate Peppy's value effectively, manage expectations, and proactively address any challenges to ensure client satisfaction. Relationship Management: Deeply understand your clients' organisational structures, business cycles, and needs. Proactively manage renewals, identify at-risk accounts, and leverage insights to drive adoption and engagement. Launch and Implementation: Coordinate with sales and clinical teams to ensure a smooth onboarding experience for clients. Lead engaging launch events, driving excitement and adoption among client employees. Leadership: Challenge the status quo, suggest improvements, and represent client feedback internally. Engage in efforts to enhance the effectiveness of the Client Success function and advocate for your clients within Peppy. Industry Expertise: Stay abreast of industry trends, share insights with clients, and maintain a deep understanding of Peppy's competitive landscape and value proposition.

Our dream Customer Success Manager:

Has 2+ years experience in a similar client-facing, customer success role. Has a proven track record in customer success or account management, delivering strong commercial and strategic outcomes for your clients. Has built their career in the B2B SaaS world, with previous success at another startup or scale-up. Is an exceptional relationship-builder, with the ability to engage and influence key decision-makers. Is a strong strategic thinker, with a solution-oriented approach to challenges. Has excellent communication and presentation skills.

Peppy’s Perks and Benefits:

Access to Peppy: You can receive free unlimited access to the Peppy app to use our Menopause, Fertility, Baby, Women’s Health or Men’s Health services.

Health & Wellbeing: You will receive Private Medical Insurance through Vitality, including VitalityGP, optical, dental and hearing coverage. 

Financial Wellness: You have access to your own confidential financial wellbeing coach and resources, through Bippit.

Parental Leave: We have a generous Enhanced Family Leave policy, whether you or your partner are giving birth, going through surrogacy or adoption.

Pension: We offer an up to 5% employer pension contribution scheme through Nest.

Holidays: Peppy employees in the UK get 25 days holiday per year, plus bank holidays.

Hybrid: 2 or 3 days a week in-person with our CS team in London would be amazing, but we're flexible to individual circumstances.

Socials: We encourage our employees to join our in-person team events and socials to build stronger connections within your team. If you live outside London, your travel expenses for these events are on us too!

Tech: New joiners receive a company MacBook delivered in time for your first day.

Equality & Diversity:

Peppy's mission is to help people in life's most challenging journeys. We pride ourselves on being an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. We ensure that all applicants are treated equally and fairly throughout our recruitment process.


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