Customer Success Manager

Hey! Thanks for taking the time to read through one of our open roles. We’re looking for an exceptional Customer Success Manager to join our Growth team and we hope this could be a match made in heaven. 

As 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 Head of Client Success, you will become an indispensable advisor, providing strategic insights and ensuring our clients derive maximum value from our services.

Who is Peppy?

Our mission is to fix healthcare & wellbeing. We do this by supporting the employees of our global clients, including JP Morgan, Disney, Meta, Nvidia, Microsoft, Sony, Clifford Chance, Wells Fargo, Bloomberg, and over 200 others.

Having already revolutionised the employee benefits sector with our innovative clinical products – such as the world’s first menopause benefit – we are now building the world’s most advanced benefits management platform. Think of us as a “Deel for Benefits” – a rocket-ship opportunity with a mission that truly matters. The global benefits sector encompasses employer-funded pensions, critical illness insurance, private healthcare insurance, and many other categories. This is a trillion-dollar TAM with weak, incumbent competition and almost no AI-first startups stepping up to the challenge.

We are a Series B company with $56m in funding to date, operationally cashflow positive, and with secure access to additional capital for accelerated growth. Join us for the ride of your life.

What will a day in the life of our Customer Success Manager look like?

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. Leadership: Challenge the status quo, suggest improvements, and represent client feedback internally. Be instrumental in enhancing the effectiveness of the Client Success function and advocate for your clients within Peppy. Commercial Acumen: Taking the lead on renewal and expansion conversations and remaining ever-focused on building your pipeline. 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. 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 will have:

2 years experience in a similar client-facing, customer success role. A proven track record in customer success or account management, delivering strong commercial and strategic outcomes for your clients. Built their career in the B2B SaaS world, with previous success at another startup or scale-up. A reputation as an exceptional relationship-builder, with the ability to engage and influence key decision-makers. Worked in an agile, proactive, creative way and can adapt to a fast paced environment The ability to embody Peppy's values & mission and can portray these externally Strong strategic thinking, with a solution-oriented approach to challenges. Excellent communication and presentation skills.

Still looking for more intel? Here’s some other really cool things about Peppy which might be helpful:

We raised a $45mil Series B fundraise January 2023, led by Albion VC We’re one of Europe’s fastest growing HealthTech scale-ups  We are remote-first, headquartered in the UK with 100+ employees across the UK, USA and Europe We're proudly B-corp certified and mission-led  We are rated one of the Top Startups to work for by LinkedIn, Sifted, Tempo and Flexa

Much like us, we know you’re into perks and benefits, so here’s a list of ours:

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 Cushon 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.