SMB Success Account Manager
Your wellbeing, our mission. Join a company shaping a healthier world. GET TO KNOW US At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we’re on a mission to make every company a wellness company. We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally. Join us in redefining the future of wellbeing! THE OPPORTUNITY We are hiring an SMB Customer Success Representative for our team in London! As an SMB Customer Success Representative, you'll play a pivotal role in ensuring the successful initial experience and long-term success of our new Small and Medium Business (SMB) customers. Your primary focus will be on driving rapid customer adoption and ensuring customers achieve "first value" quickly. While focused on onboarding, you will also serve as a commercial escalation point for reactive churn and MRR requests. YOUR IMPACT
- Own Onboarding: Responsible for defining and delivering a best-in-class onboarding experience for new Wellhub customers, ensuring they are set up for long-term success.
- Deliver First Value: Your key performance indicator (KPI) will be ensuring customers reach a minimum enrollment level (i.e., 'first value') within the critical first month of their subscription.
- Proactive: You will need to balance a high volume of activity, while you engage new clients quickly and effectively to secure high initial enrollment and product integration.
- Commercially Minded: You will also need to manage reactive commercial requests, serving as the escalation point for both churn and MRR growth.
- Operational Excellence: Understand the metrics and data behind your performance and generate insights from this to identify opportunities and weaknesses; working with your team and manager to make improvements
- Focus on Results: Consistently meet your KPI’s - primarily the 'first value' enrollment metric
- A-Player: Drive to individually compete while still being a fantastic team player. Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.
- Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.
- Experience Profile: 3+ years of experience in a high-volume, focused customer success role
- Industry Preference: Experience working in wellness or benefit sectors is ideal. Experience selling a SaaS solution and/or selling to HR stakeholders strongly preferred.
- Commercial Acumen: Proven ability to manage a high volume of clients within the SMB market and effectively drive deals forward.
- Communication & Drive: Outgoing, charismatic and enthusiastic conversationalist with strong active listening; an expert communicator. Ambitious, tenacious and energetic self-starter with a positive attitude and team spirit.
- Adaptability: Extremely coachable and adaptable to change. Thrive on change while remaining highly organized, adaptable, optimistic, and coachable.
- Mission Alignment: Enthusiasm about helping people have a happier and healthier life.