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For Companies At a Glance
- Tasks: Lead customer onboarding, training, and renewals to drive success and satisfaction.
- Company: Join Vitrue Health, a dynamic start-up focused on reducing MSK pain.
- Benefits: Competitive salary, flexible work environment, and opportunities for personal growth.
- Why this job: Be a key player in shaping customer success and making a real impact.
- Qualifications: 3-5 years in B2B SaaS, self-starter with strong communication skills.
- Other info: Fast-paced start-up culture with room for innovation and creativity.
The predicted salary is between 28800 - 48000 £ per year.
Overview
We’re looking for someone who is ready to roll up their sleeves, as an early Customer Success Manager, you’ll have the chance to bring ideas, best practice and really be part of developing this function! Join as the second Customer Success team member and help the business build a best-in-class customer retention! Reporting into the Head of Customer Success, you’ll focus on onboarding, adoption, renewals, and upsells – driving both customer outcomes and commercial growth. You’ll be responsible for delivering a high-impact post-sales experience from onboarding and training, through to renewal and expansion – with success measured through NRR, upsells, product adoption and customer satisfaction.
Responsibilities
- Lead smooth, high-quality onboarding for new customers: setting them up for long-term success.
- Provide ongoing training and guidance: to ensure customers achieve measurable outcomes with Vitrue.
- Run data-driven business reviews with senior stakeholders: to demonstrate ROI and surface new opportunities.
- Proactively monitor account health: act early to mitigate churn risk.
- Own renewals and upsell opportunities: this is a key focus of the role and a big part of how success will be measured, contributing directly to revenue growth and retention.
- Be the face of Vitrue to our customers: bringing professionalism, credibility, and energy to every interaction.
- Continuously look for ways to improve how we serve customers: both operationally and strategically and act as the voice of the customer internally, sharing insights that help shape our product and priorities.
This is a customer-facing role that demands excellent communication, commercial thinking, and the ability to build trusted relationships. It’s also ideal for someone passionate about our mission to reduce MSK pain at scale – and excited by the opportunity to help build something truly impactful.
Must haves
- 3 to 5 years of experience in B2B SaaS: you’ve worked as a Customer Success Manager or Client Relationship Manager (or equivalent) in B2B SaaS business before.
- Self starter: A self-motivated person that can work autonomously but also likes contributing to group ideas and solutions. You enjoy a fast-moving environment without rigid playbooks.
- Start-up experience: You’ve worked in an early-stage start-up and understand the pace, ambiguity, and hands-on nature that comes with it.
- Comfortable in a full 360 role: you’re comfortable owning customer relationships end-to-end - onboarding, support, QBRs, and renewals for customers all the way from SME to Enterprise.
Nice to have
- Experience with: HR, Benefits or H
Customer Success Manager employer: Vitrue Health
Contact Detail:
Vitrue Health Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Vitrue Health on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common Customer Success scenarios. Think about how you’d handle onboarding or upselling in real-life situations. We want you to show off your skills and experience!
✨Tip Number 3
Show your passion for reducing MSK pain! Research Vitrue Health’s mission and be ready to discuss how your background aligns with their goals. This will help you stand out as someone who truly cares about the company’s impact.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows that you’re genuinely interested in the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see that you're genuinely excited about helping customers and making a difference in their experience with Vitrue Health.
Tailor Your Experience: Make sure to highlight your relevant experience in B2B SaaS and customer success. We’re looking for specific examples of how you've driven customer outcomes and contributed to retention and growth in your previous roles.
Be Authentic: Don’t be afraid to show your personality! We value authenticity and want to get a sense of who you are beyond your qualifications. Share your unique approach to building relationships and solving problems.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Vitrue Health
✨Know Your Customer Success Metrics
Familiarise yourself with key metrics like NRR, upsells, and customer satisfaction. Be ready to discuss how you've used these metrics in your previous roles to drive success and improve customer outcomes.
✨Showcase Your Onboarding Experience
Prepare examples of how you've successfully onboarded customers in the past. Highlight specific strategies you used to ensure a smooth transition and long-term success for clients.
✨Demonstrate Your Data-Driven Approach
Be prepared to talk about how you've run data-driven business reviews. Share insights on how you've demonstrated ROI to stakeholders and identified new opportunities for growth.
✨Emphasise Your Relationship-Building Skills
Since this role is all about building trusted relationships, come equipped with stories that showcase your ability to connect with customers. Discuss how you've maintained strong relationships and mitigated churn risk in the past.