Deloitte - Recruitment
Customer Success Manager - Implementation & Account Manager
City of London
Posted about 13 hours ago
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Role: Customer Success Manager - Implementation & Account Manager
Location: London – Hybrid working
Start Date: ASAP
End Date: 6-month contract, will extend
Daily Rate: Inside IR35
Payroll provider – Rockford Payroll Info for Contingent Workers – Rockford Pay
This is an exciting opportunity to join Deloitte Operations for an engagement with one of our clients.
The Role
- Lead the implementation of new client programmes from contract signature through to live rollout, working closely with the COO and Ops team to ensure smooth onboarding, clinical delivery setup, and employee engagement at launch
- Own the pilot-to-rollout conversion process, building the evidence base and commercial narrative needed to move clients from initial pilot populations to full workforce coverage
- Act as the primary day-to-day relationship owner across multiple stakeholder levels within enterprise clients, from HR and H&S operational leads through to procurement, finance, and senior sponsors
- Run regular client review cycles, presenting outcomes data, dashboard insights, and ROI evidence to build conviction for expansion and renewal
- Identify and convert expansion opportunities within existing accounts, including new geographies, additional employee cohorts, and add-on screening panels
- Generate referrals and case study material from successful clients, working with marketing to turn client outcomes into commercial assets
- Manage commercial conversations including renewals, expansion proposals, and pricing discussions, with COO support on complex tenders or strategic accounts
- Maintain accurate account plans, forecasts, and CRM hygiene so the leadership team has clear visibility of account health and expansion pipeline
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Key Responsibilities
- 2-10 years in a B2B account management, customer success, or implementation role, ideally in a startup or scale-up environment where the role spans both operational delivery and commercial expansion
- Demonstrable track record of growing accounts year over year, with examples of converting pilots or initial deployments into larger contracts
- Comfortable managing complex enterprise stakeholders across multiple seniority levels and functions, with the patience and judgement needed to navigate long enterprise cycles
- Commercially minded and target driven, comfortable carrying expansion and retention numbers, but with the operational temperament to do the implementation work that earns the right to expand
- Strong written and verbal communication skills, particularly the ability to present data and outcomes in a way that builds conviction with senior client stakeholders
- Highly organised and process-oriented, able to run multiple client implementations and account plans in parallel without dropping detail
- Genuinely curious about healthcare, workforce health, or preventative medicine, with the credibility to hold informed conversations with clinical and H&S leaders
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Experience & Skills Required
- B2B account management or customer success experience in a role with a commercial expansion target
- Experience managing enterprise clients 1,000 employees with multiple stakeholders
- Evidence of running structured client implementations or onboarding processes
- Experience in healthcare, occupational health, employee benefits, insurance, or adjacent sectors
- Experience working with safety-critical industries (rail, construction, energy, utilities, transport and logistics)
- Familiarity with population health data, clinical outcomes reporting, or employer health dashboards
- Experience in a Series Seed or Series A stage company
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Skills
Account Management
Customer Success
Implementation
Stakeholder Management
Commercial Expansion
Data Analysis
Project Management
Strategic Planning
Relationship Management
Business Development
Reporting
CRM Management
Healthcare Industry Knowledge
Occupational Health
Enterprise Sales
Communication