Customer Success Manager

We are seeking a new Customer Success Manager to join our team here at Square Health!

About Square Health

Square Health is a leading digital healthcare provider, delivering innovative clinical services and technology platforms to insurers, employers, and consumers. Our ecosystem spans mobile and web applications, enterprise portals, APIs, and integrated clinical services enabling scalable, personalised healthcare journeys.

We work with major corporate clients and partners to deliver modern, accessible healthcare solutions, combining clinical expertise with advanced technology. At Square Health, you’ll be part of a collaborative, ambitious team focused on improving health outcomes through digital transformation.

Job Overview

Manage and develop a portfolio of workplace health customers, becoming a trusted extension of their teams and helping them achieve agreed objectives for their organisation and workforce. Build long-term strategic relationships, contribute ideas proactively and connect Square Health’s services, technology and insight to each customer’s wider workplace health strategy.

Combine customer success and account management to demonstrate value, support retention and identify sustainable growth opportunities based on evidenced customer need. Take ownership of account plans and customer follow-through, coordinating specialist colleagues to deliver agreed commitments.

Customer portfolio and working relationships

The core portfolio comprises workplace health customers. Where allocated, the role may also support insurer, broker and other distribution partner relationships. The Workplace Health Director will agree the account allocation, number, size and complexity of accounts, and expected stakeholder engagement at appointment and review these as the portfolio develops.

Build relationships with operational contacts and senior decision-makers, including HR, benefits, occupational health and procurement stakeholders where relevant. Work closely with Sales, Marketing, Operations, Clinical, Technology, implementation and reporting colleagues.

Main accountabilities

1. Customer relationships and strategic understanding

Own day-to-day account relationships, understand each customer’s organisation, workforce priorities and decision-making process, and maintain a stakeholder map. Agree what success means for the customer and proactively bring forward relevant ideas, advice and service developments.

1. Joint account planning

Develop and maintain a jointly agreed customer success and account plan covering objectives, baseline measures, stakeholders, engagement activity, milestones, review dates, risks and development opportunities. Record owners and deadlines, maintain accurate CRM records and follow agreed actions through to completion.

1. Service performance and customer advocacy

Monitor contractual commitments and service levels with delivery teams. Own customer communication and the coordination and escalation of service issues; the relevant operational, clinical or technology team remains responsible for specialist investigation and resolution. Track actions, keep customers informed and confirm that issues have been resolved satisfactorily.

1. Data insight and demonstrating value

Interpret approved utilisation, engagement, service performance and outcomes reports, drawing on reporting and clinical colleagues where specialist analysis is needed. Explain what the findings mean for the customer, recommend practical actions and track subsequent results against agreed baselines.

Connect findings to workforce health, absence, productivity and financial value where the available evidence supports this. Distinguish service activity from demonstrated outcomes, explain limitations and avoid unsupported claims of causation or return on investment.

1. Engagement and initiative development

Work with Marketing and the customer’s communications and benefits teams to plan onboarding communications, campaigns and targeted initiatives that improve awareness, accessibility and appropriate use of services. Use customer objectives and population-level insight to identify gaps, agree actions and evaluate their effectiveness.

1. Customer reviews and reporting

Prepare and lead regular customer reviews at an agreed frequency. Present progress against the account plan, service levels, engagement, outcomes, satisfaction, risks and opportunities. Tailor recommendations to the audience, document decisions and ensure actions have clear owners and deadlines.

1. Retention renewals and account growth

Monitor satisfaction, stakeholder engagement and renewal risk, maintaining a forward view of contract dates and coordinating retention activity early. Identify relevant cross-sell and up-sell opportunities by understanding customer needs, service gaps and strategic priorities; qualify and record these in the CRM.

Own relationship continuity, renewal readiness and the coordination of customer requirements and evidence of value. Agree with the Workplace Health Director and Sales who leads each renewal or expansion negotiation. Progress opportunities jointly with the designated commercial owner; pricing, contractual changes and commitments require approval under the Company’s delegated authority.

1. Implementation and change

Coordinate customer-facing activity for onboarding, launches and service changes, working with the designated implementation lead. Agree responsibilities, communications, timelines, dependencies and handover arrangements. Track readiness and escalate risks; specialist delivery teams retain ownership of their workstreams.

1. Responsible use of data and technology

Use only approved reports, data access and tools in line with Company policies, customer contracts and information security requirements. Share aggregated or appropriately de-identified workforce reporting through approved processes. Seek Clinical team support for clinical interpretation and recommendations. Use AI only through approved tools and permitted data, check outputs and retain human responsibility for analysis and customer communications.

Measures of success

The Workplace Health Director will agree proportionate targets for the allocated portfolio, with baselines and review periods. Measures will include:

• Customer retention and renewal readiness; satisfaction and strength of stakeholder relationships.
• Delivery of agreed account plans, reviews and actions; CRM accuracy and timely risk escalation.
• Timely coordination and communication of service issues, with resolution tracked against agreed commitments.
• Improved awareness and appropriate engagement; progress against agreed customer outcomes where measurable.
• Qualified expansion opportunities and contribution to agreed account growth, delivered within commercial authority.

Assessment will reflect the individual’s responsibilities and recognise outcomes dependent on customer action, specialist teams or other external factors.

Essential skills and experience

• Experience managing B2B customer relationships in customer success, account management or client services, with evidence of proactive account planning and customer retention.
• Ability to understand customer objectives, build trust and communicate credibly with operational contacts and senior stakeholders.
• Confidence interpreting service and engagement data, explaining its limitations and turning findings into practical recommendations.
• Experience leading customer reviews and coordinating actions, service issues and competing priorities across internal teams.
• Commercial judgement and the ability to identify and qualify relevant growth opportunities based on customer need.
• Clear written and verbal communication, strong organisation and consistent follow-through.
• Confidence using CRM and reporting tools, with attention to data accuracy, confidentiality and information security.
• Interest in workplace health and the ability to learn the services, employer priorities and customer context relevant to the portfolio.

Desirable skills and experience

• Experience in workplace health, occupational health, wellbeing, healthcare, insurance or employee benefits.
• Understanding of employer priorities around workforce wellbeing, absence, health risk and productivity.
• Experience supporting renewals, service launches, customer engagement campaigns or insurer and broker relationships.
• Experience using data visualisation tools and developing customer reports or dashboards.
• Experience using approved AI tools, such as ChatGPT or Copilot, responsibly to support productivity, analysis or communication.

Product knowledge, Company systems, approved reporting and AI tools, and relevant governance requirements can be developed through structured onboarding and ongoing training.

Behaviours required

• Customer-focused and curious: understands the customer’s wider objectives and brings forward relevant ideas.
• Proactive and accountable: takes ownership of commitments, anticipates risks and follows actions through.
• Analytical and evidence-led: challenges assumptions constructively and communicates findings honestly.
• Commercially aware: supports sustainable growth while protecting customer value, ethics and long-term trust.
• Collaborative and credible: works effectively across teams and recognises when specialist expertise is needed.
• Clear and resilient: communicates difficult messages constructively and adapts to changing priorities.
• Inclusive and respectful: values diversity and promotes equality of opportunity and positive working relationships.

Benefits:

• Highly Competitive Salary
• Hybrid work arrangements - A mix of remote working & visits to our office based in Windsor when required
• 25 Days Holiday
• Company pension scheme
• 24/7 Online GP
• Private Prescription Service
• Best Doctors – second opinion
• Mental Health Support – this is in addition to the support line already on offer
• Wellbeing Services – access to nutrition planning, fitness and online health check

If this exciting opportunity is of interest to you and you would like to find out more, then please apply today!

Ability to commute/relocate:

• Windsor SL4 1AT: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Windsor SL4 1AT