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Customer Launch Manager
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Role Overview
As a Customer Launch Manager in our Launch team, you lead customer onboarding from contract signature to go-live. You take over from Sales and get each new customer live in under 30 days, with as many employees signed up as possible from day one.
You own the journey from signature to launch: set-up, payroll and data readiness, employer communications and the pre-launch sign-up drive. Speed and take-up are what matter. A fast launch means our customers see value sooner, and every employee signed up at launch is revenue from day one.
Once the customer is live, you hand over to the Account Manager, so they pick up a live, well-understood account that is ready to grow.
The role is hybrid, with 1-2 days in the London office per week.
Key Responsibilities
Handover from Sales
- Take a structured handover from Sales at contract signature, confirming scope, products, key contacts and launch date.
- Support Sales on late-stage deals where needed, so what is sold can be launched quickly.
- Run a kick-off with the employer within the first week and agree a launch plan with clear owners and dates.
Launch in Under 30 Days
- Own each launch end to end, from kick-off to go-live, for a portfolio of new customers.
- Build out a mutually agreed launch plan with the customer.
- Get payroll, data and integrations ready, working through requirements, testing and sign-off with the employer.
- Spot risks, dependencies and blockers early and remove them before they slip the date.
- Keep launches consistent and repeatable, using standard playbooks and adapting only where the customer needs it.
Sign-ups Ready for Launch
- Own a pre-launch sign-up target for every launch.
- Plan employee communications with the employer and Marketing: announcements, webinars, pay-slip messages and on-site sessions.
- Equip HR, Payroll and line managers to promote the service.
- Track sign-ups against target in the run-up to launch and act quickly where take-up is low.
Handover to Account Management
- Hand each live customer to the Account Manager with a clear record of scope, stakeholders, sign-ups and next opportunities.
- Run launches of new products for existing customers when the Account Manager closes an expansion.
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Cross-Functional Collaboration
- Sales: feedback on what speeds up or slows down launch, so deals are shaped to launch well.
- Marketing: launch campaigns and sign-up materials.
- Product and Engineering: raise blockers early and feedback on set-up friction.
- Improve the launch playbook, documentation and ways of working over time.
How Success Is Measured
Speed and take-up come first; quality of handover protects both.
Measure
- Time to launch: Days from contract signature to go-live, against a 30-day target.
- Sign-ups at launch: Employees signed up by go-live, against target.
- Launch take-up rate: Share of eligible employees signed up by go-live.
- Launches on time: Share of launches delivered on the agreed date.
- Handover quality: Account Manager and customer feedback on the handover.
Skills & Competencies
Core Skills
- Strong delivery and coordination: runs several launches in parallel and hits dates (formal project management background not required).
- Pace and urgency: removes blockers rather than waiting for them to clear.
- Confident with payroll, data and integration requirements, and able to lead those conversations with customers.
- Campaign mindset: knows how to drive employee take-up through clear, well-timed communications.
- Communicates clearly with technical and non-technical stakeholders, from payroll teams to HR directors.
- Takes ownership of outcomes, not just activity, with minimal day-to-day direction.
Experience & Background
- Proven track record delivering customer onboarding, implementation or launches in a SaaS or platform business.
- Experience driving user or employee adoption, ideally in employee benefits, payroll, HR or financial wellbeing.
- Experience managing several customer projects at once against tight timelines.
- Experience with payroll data, integrations or HR systems is advantageous.
- Experience with public sector or other complex organisations is advantageous but not essential.
What the Role Is Not
- A reactive technical support role.
- A back-office set-up role: launch success is measured by sign-ups, not just go-live.
- A long-term account role: once a customer is live, the Account Manager takes over.
- A role requiring task-level direction.
Get help with your application
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This role suits someone who loves pace and ownership and wants to see every launch go live quickly with employees signed up and ready to benefit.
Our Recruitment Process
- Stage 1 | People & Culture Call – An initial conversation about your experience, motivations and what you’re looking for in your next role.
- Stage 2 | Hiring Manager Interview – A 60-minute interview with the Hiring Manager to explore your experience in more detail, your approach to the role and give you the opportunity to learn more about the team and what we’re building.
- Stage 3 | Practical Exercise – A final-stage practical exercise designed to give you the opportunity to demonstrate how you would approach some of the key areas of the role. You’ll be provided with a briefing and any relevant context in advance so you have time to prepare.
Benefits
- 🇬🇧 Remote working within the UK: Work remotely from anywhere in the UK, giving you flexibility to work where you perform at your best.
- 🖥️ Home office budget: Receive a £200 annual budget to help you set up and improve your home working space.
- 🌴 Annual leave: 25 days’ annual leave, increasing with tenure, plus the option to purchase up to 5 additional days each year.
- 🎂 Birthday off: Take your birthday off, because everyone deserves time to celebrate properly.
- 🤝 Collaborative team bonus: For non-commission roles, you’ll be part of our collaborative team bonus scheme, recognising shared success across the business.
- 💰 Pension scheme: Access to our pension scheme.
- ✨ Perkbox salary sacrifice schemes: Access salary sacrifice schemes through Perkbox, including car leasing, gym memberships and tech purchases.
- 🩺 Medical cashback scheme: Helping with everyday healthcare costs.
- 👶 Enhanced parental leave: Support during important life moments.
- 🎉 Team connection: Regular opportunities to connect as a team, including our annual Summer Conference.
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