Overview

The role - Customer Success Manager. We’re looking for someone who is ready to roll up their sleeves as an early Customer Success hire. You’ll have the chance to bring ideas, best practice and 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.

Day to day you’ll spend your time:

You’ll look after a mix of customers, from self-serve teams to big enterprise accounts. You’ll typically own around 60 accounts – but the level of involvement varies depending on their size and needs.

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 haves

• Experience with: HR, Benefits or H&S customers.
• Fluent in AI tools: you’re comfortable using and talking about AI tools - they’ll increasingly play a role in how we support clients.
• Commercial mindset: You’re commercially aware and happy negotiating renewals and upsell opportunities, comfortable using tools like HubSpot.
• Love people: You love speaking with customers day-to-day and building strong relationships.
• Obsessed with learning: you’re curious, self-motivated, and have a track record of figuring things out fast as well as staying on top of industry news and trends.
• Driven by impact: you’re excited to help build something meaningful from the ground up.
• Intrinsically motivated: you hold a high bar for the customer experience you deliver, the relationships you build, and the results you drive.

Salary

£45-50k base. You’ll typically take home an extra 18% through your commission scheme (taking your total package to ~£53–59k).

Benefits

• 2 days of learning leave
• Monthly team dinners and annual team retreat
• Meaningful share options, so that you own a part of the company
• Flexible use of Public Holidays
• Cycle-to-work scheme
• A shiny MacBook Pro or whatever you need to do your best work
• 25 days holiday (excl. bank holidays)
• Dog friendly workspace (Next to Old Street Station)

Vitrue Health has a 50:50 gender split and we care deeply about inclusive working practices and diverse teams. We want to attract the best talent and create an environment that supports and includes them.

Remote Working?

We’re an office first team, the team are in the office Tuesday - Thursday, with the option to work from home Monday and Friday. Read more about our policy without hyperlinks.

Want to do a little more research before you apply?

Who we are

At Vitrue, our mission is to eliminate musculoskeletal pain for hundreds of millions of people. Our workplace wellbeing platform, VIDA, uses motion capture and clinical diagnostics to detect risk factors early and provide tailored support. Our clients span 32 countries and include Bupa, AXA, Gymshark, the NHS and Campari.

We’re backed by top UK investors, growing fast, and building the future of MSK health. With 15 people on the team today and big product launches coming, we’re scaling up - and we need someone to take inbound and digital growth to the next level.

Our ambitious plans over the next few years are going to change the way the world thinks about preventing and treating musculoskeletal conditions and we need help from exceptional people to help us achieve them.

Our YouTube channel is full of demos of our product, webinars we have held with our users and some clips about life at Vitrue.