Latus Group
Customer Success Executive
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At Latus we want to change the way employers think about health at work.
This role is about the customers who already trust us. Keeping them, looking after them properly, and helping them get more from what we do.
About Latus
We're one of the UK and Ireland's leading workplace health businesses. We provide occupational health, health surveillance and occupational hygiene to more than 5,000 clients, with a fleet of over 70 mobile medical units and a digital health platform that takes good care straight to the workforce.
We're not a traditional health provider. We like doing things differently, we're confident in what we know, and we put customers at the centre of everything. We're ambitious, we look after each other, and we think we're shaping the future of health at work.
The role
You'll own a book of Latus customers, and you're accountable for keeping them and growing them. Renewals landed on time. Churn kept low. Customers buying more of what we do, whether that's additional health surveillance, occupational health support or occupational hygiene.
This is a commercial job, not a service desk. You'll carry a retention and growth number, you'll be on the phone to your accounts regularly, and you'll be expected to spot the opportunity in an account before the customer asks for it. In return you get a defined book, real coaching, a clear route to progress and a good team around you.
What You'll Do
Keep the customer. This is the main thing.
- Own your book. You'll manage a defined set of accounts, know who's in them and what they buy, and stay in regular contact instead of waiting for something to go wrong.
- Land every renewal. You'll start renewal conversations well before expiry, agree pricing and terms, and get contracts signed before anything lapses.
- Protect the revenue. You'll notice when an account is going quiet. Low utilisation, unanswered bookings, a contact who's left. Then you'll do something about it.
- Handle the price conversation. You'll defend and increase pricing where it's justified, and negotiate properly rather than discounting to keep everyone happy.
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Grow the customer
- Upsell what they already have. You'll find where customers are under covered and increase what they buy. More sites, more employees, more frequency, more surveillance.
- Cross-sell the rest of Latus. Plenty of our customers only use one part of us. If they use hygiene and need health surveillance, that's your opportunity. Same the other way round.
- Work the gaps. You'll use HubSpot and our delivery data to find where the money actually is, then build a plan for your biggest accounts.
- Hit your number. You'll own retention and growth targets, set to match where you are in your development.
Make delivery work for the customer
- Fill the diary. You'll work with our delivery teams so booked capacity gets used and customers get the service they've paid for.
- Sort problems properly. When something goes wrong you're the commercial owner. You'll pull in the right people and close the loop with the customer.
- Sell what we can actually deliver. You'll work with colleagues across our services so what you sell fits what the customer needs and what we can provide.
Stay on top of the detail
- Keep HubSpot current. Every renewal and opportunity accurate and up to date. Contacts, stage, value, next steps, and a forecast people can trust.
- Record why customers stay and why they go. Capture it honestly so we keep getting better at holding onto revenue.
- Forecast honestly. Give clear, reliable visibility of what's happening in your book.
What Success Looks Like
Here's how we'll know it's going well in your first year.
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- Retention. You keep your book. Churn is low and nothing is lost because nobody was paying attention.
- Growth. Your accounts are worth more at the end of the year than they were at the start.
- Cross-sell. You've introduced customers to Latus services they weren't using, and converted them.
- Coverage. Every account in your book has been spoken to, understood and planned for. Nothing sitting untouched.
- Discipline. Your notes, next steps and forecast are accurate and on time, so the team can rely on what you tell them.
About You
What we're looking for
- Around 2 to 5 years in account management, customer success, renewals or another role where you carried a target
- Comfortable owning a number, and comfortable asking an existing customer for more business.
- Confident on the phone and in front of customers, including when it's a difficult conversation.
- Organised and dependable. You can manage a big book of accounts without letting renewals slip.
- Commercially minded. You can spot where money is being left on the table.
- Happy with systems and happy to keep a CRM tidy.
- Open to coaching, and keen to get better.
Nice to have
- Experience in B2B services, health, compliance or another regulated industry.
- Some exposure to HubSpot or a similar CRM.
- An understanding of workplace health, whether that's occupational health, health surveillance or occupational hygiene.
- Experience managing renewals or contract revenue.
What We Offer
- Real coaching and a clear route to progress. This is a role you'll grow from.
- The backing of an ambitious, fast growing business that invests in its people.
- Work that means something. Helping employers improve health at work, not just maintain it.
- A supportive team with high standards that genuinely wants you to do well.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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