We are growing, and as we grow the period between a trust signing with us and their implementation starting has become both longer and more important. That window is where a customer's confidence in us is built, so we are investing in it deliberately rather than leaving it to look after itself.

The Onboarding Success Manager owns the customer relationship across that period, from contract signature through to handover to the delivery team. You hold that relationship alongside Sales and Account Management, keeping every customer engaged, informed and moving so the enthusiasm they had when they signed is still there on the day their project starts. You know where each customer stands at any point, and you act early to keep them on track. You own the improvements that make each customer's experience better than the last, and you are measured against a clear set of KPIs, reported proactively to the Head of Implementations.

What the role is accountable for

• The customer's confidence and momentum from the point of sale through to handover to the delivery team, and the management of the risk that sits in that gap.

• Being the customer's point of contact through that period, working alongside Sales and Account Management.

• Knowing the health of every customer at all times, so those who need attention are identified early, owned and driven to resolution before the risk lands.

• Continuous improvement of the journey from sale to handover, so each customer's experience is better than the last and the time in that gap reduces.

• Delivery slots being filled, so no delivery time is lost, with early warning when demand and capacity are moving out of step.

• A defined set of KPIs, reported proactively to the Head of Implementations, showing the risks headed off as well as the outcomes delivered.

Accountability for delivering the implementation itself sits with the delivery team from project start. This role is accountable for everything up to that point: the customer arriving at handover engaged, prepared and on time, with the plans, visibility and customer intelligence in place for the team to pick up cleanly. Beyond handover, the role continues in a supporting capacity, contributing risk oversight to live projects without holding accountability for their delivery.

Key responsibilities

• Own the customer relationship from contract signature through to handover to the delivery team, working in direct partnership with Sales and Account Management.

• Keep customers engaged and informed throughout the wait: lead the planning conversations, agree expectations and timelines, and hold both the customer and the business to them.

• Monitor customer health continuously and report on how each customer is tracking, so their position is visible to Sales, the delivery team and the Exec at any point.

• Own the at-risk process: identify customers heading for trouble early, give each a clear owner and a plan, and drive it through to resolution, escalating when progress stalls. Identifying the problem is only half of it; this role is accountable for the fix landing.