Customer Success (Onboarding & Professional Services)

This is a delivery and consulting role, not account management. You'll lead how our larger customers get set up and succeed. Renewals, expansion and the ongoing relationship sit with our Account Management and Sales teams, who you'll work alongside.

We're hiring our first dedicated person to own onboarding and professional services at Vatix, and to grow it into a function of its own. It puts you at the forefront of how customers first meet the product, and gives you a direct line into shaping where the product goes next.

ABOUT VATIX

Vatix is a profitable, bootstrapped B2B SaaS company founded in London in 2018, with our engineering team in Kraków. We build a configurable platform for operational excellence, spanning health and safety, healthcare quality, and a growing range of governance, risk and compliance (GRC) use cases, used by over 800 organisations including Intel, Siemens, the NHS, Cambridge University, and the University of Oxford.

We're not VC-backed and have no plans to sell. This is a long-term, profitable business with a clear roadmap. A defining feature of our product is that customers configure it themselves through a no-code builder, so great onboarding isn't about writing code. It's about understanding what a customer needs and designing the right way to set the platform up to deliver it.

THE ROLE

This work is well supported across the business today, but it has never been one person's sole focus. You'll take it on, raise the standard, and shape how it works as we grow.

Setup and implementation are where a customer decides whether the platform is going to work for them, and that experience is yours to own. You'll take newly-signed larger customers and give them a guided, expert onboarding: understanding their needs, designing how the platform should be configured for them, training their team to run it themselves, and getting them live and confident. You'll also deliver professional services to existing customers who need expert help to extend or reconfigure their setup.

Most onboardings for a larger customer run four to eight weeks. They're consultative rather than technical. You're managing the process, shaping the configuration, and enabling the customer, not building bespoke software.

The work spans an unusually broad set of industries: healthcare (patient safety and risk management), health and safety across well-known companies in a diverse range of industries, and other regulated sectors such as early-years and childcare settings (Ofsted) and life sciences.

HOW WE WORK

We are an AI-first company, and that runs through how this role is delivered. You'll use Claude to think through customer requirements, plan configurations, and draft enablement and customer-facing material, and Loom to produce async walkthroughs and training content at scale. The aim is a genuinely high-touch onboarding experience for larger customers, delivered without it becoming slow or manual.

We're not looking for someone who has already mastered this way of working. We want someone curious and adaptable, ready to learn new ways of doing things. If working this way excites you, you'll thrive here. If you see AI tooling as a gimmick, this isn't the role for you.

WHAT YOU'LL DO

• Lead enterprise onboarding end to end, from kick-off to live over a typical four-to-eight-week engagement.
• Run discovery to understand each customer's processes and goals, then design how the platform should be configured to deliver them, using the no-code builder rather than custom development.
• Train customer-side champions to own and run the platform themselves.
• Deliver scoped professional services to existing customers who want to extend or reconfigure their setup.
• Use Claude and Loom to build guided walkthroughs, configuration plans and training content at scale.
• Work directly with the Product Manager and engineering team, feeding back what you learn from customers and acting as a sounding board for new ideas, helping shape what we build next.
• Coordinate technical input for integrations when needed, giving you regular exposure to the product and technical teams.
• Own the commercial side of delivery: managing timesheets, scoping and billing customer time, and keeping professional services at least cost-neutral.
• Partner day to day with Account Management, Sales and Support.

WHAT WE'RE LOOKING FOR

• Around two years or more in tech or management consulting, or ideally a SaaS company in a customer success, onboarding or implementation role. We're leaning towards the more junior end of experienced.
• A consultative mindset: comfortable running discovery, managing senior stakeholders, and translating what a customer wants into how it should be set up.
• Genuine enthusiasm for working AI-first, with tools like Claude and Loom. This matters more to us than years on a CV.
• Comfort with configurable, no-code software. You don't need to be technical or write code.
• Strong communication and organisation, able to run several onboardings at once without dropping threads.
• Nice to have: experience in regulated industries (healthcare, EHS, GRC), or experience setting up how professional services are scoped, costed and billed. Strong consultants looking to move into SaaS are welcome.

WHAT WE OFFER

• Salary of £42,000 to £52,000, dependent on experience.
• Private health insurance.
• Your choice of Dell XPS (Linux) or MacBook Pro, plus the monitors and peripherals you want.
• Weekly Ocado deliveries in the London office.
• Two company off-sites a year in Kraków, including our Christmas celebration, with conference days built in.
• The chance to build something from the ground up in an exciting, fast-moving business.