We’re looking for an Onboarding Executive to join our London-based Customer Success team. You will lead the end‑to‑end onboarding process and pipeline management for our high volume SME and Mid‑Market segments, and be responsible for the “golden moment” – the critical period between a contract being signed and a scheme successfully launching.
This role is focused on ensuring a world‑class first impression and high initial engagement. You will work in a high‑impact partnership with a team of Account Executives: you own the pipeline, timelines, and launch execution, while the Account Executives maintain the long‑term relationship and commercial success.
This role is based in our Oxford Circus office, minimum 2 days per week.
What you’ll do
- Manage the onboarding pipeline for SME and Mid‑Market accounts, ensuring every client moves from “signed” to “launched” successfully.
- Collaborate closely with Account Executives, Implementation, and Business Development to facilitate a smooth handover and successful launches.
- Drive the customer‑facing launch plans and deliver high‑impact engagement activities (comm plans, webinars, engagement events).
- Establish, document, and constantly improve the onboarding “playbook” to ensure scalable and repeatable success.
- Proactively analyse data to identify and implement experience and process improvements through better materials, automation, and self‑serve resources for clients.
- Become an expert on our salary sacrifice scheme, delivering timely client education and unblocking any challenges.
What you’ll need
- 2+ years of B2B customer‑facing experience, in onboarding, project management, account management, or another relevant role.
- Highly organised and efficient with the ability to manage a high volume of tasks simultaneously without losing attention to detail.
- Comfortable using data to tell a story and drive decision‑making.
- A “Back Each Other” mentality – you thrive in a collaborative model and enjoy working across teams to deliver a great outcome.
- Confident communicator, with the ability to engage, excite and instil confidence in diverse audiences.
- A start‑up mindset – you are adaptable, excited by the challenge of solving problems, improving “v1” processes and navigating a fast‑paced environment.
As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
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