We are looking for a proactive and adaptable Customer Success Executive to join our team in a fast-paced startup environment.
YuLife is an award-winning InsurTech company and an employee benefit provider.
We’re the world’s first “lifestyle insurance” company. While other insurers are there for people at the point of death or illness, we engage with people every day to help them live better lives.
To do that, we’ve built an award-winning app that rewards people for building healthy habits. It includes the best wellbeing and digital health tools in the world.
Customers can earn vouchers from great brands like Amazon, Tesco or ASOS for doing simple things like walking or practicing mindfulness. They can even do good by planting trees or cleaning the oceans from the app.
Our clients include Tesco, Capital One and Fujitsu, and we’ve been ranked the #1 employee benefit in the UK on Trustpilot. More recently, YuLife was recognized by CX Insurance Awards as ‘Best Insurtech 2024’ and the 8th Fastest Growing Technology Company in the UK in the prestigious 2023 Deloitte Technology Fast 50.
The role:
We are looking for a proactive and adaptable Customer Success Executive to join our team in a fast-paced startup environment. This role will initially focus on supporting Senior Customer Success Managers with day-to-day tasks and admin, with the goal of gradually taking on ownership of client accounts (typically by month 6, though this may vary depending on experience and performance). You will work closely with internal teams to ensure customer satisfaction, drive retention, and promote long-term relationships with our clients.
We are looking for someone who thrives in a dynamic environment, is comfortable with change, and takes initiative. You will need to be hands-on, willing to step up when needed, and demonstrate a strong sense of ownership and accountability for your tasks and client relationships.
Day to day responsibilities include, but are not limited to:
* Client Support & Relationship Building
- Work alongside the Senior Customer Success Manager to support assigned client relationships. Ensure smooth onboarding, adoption, and continued satisfaction with our products/services.
- Serve as the day-to-day contact for assigned accounts, building strong relationships while proactively identifying areas for improvement, growth, and retention.
- Troubleshoot client queries and respond promptly to ensure ongoing customer satisfaction.
* Account Ownership Development (by 6-month mark)
- Take ownership of your own client accounts, with the potential for increased responsibility based on your growth and capability.
- Ensure all client activities, queries, and follow-ups are logged accurately and promptly in GainSight.
- Prepare and assist in the creation of client-facing materials (e.g., decks, data reports) for meetings and business reviews.
* Proactive Problem-Solving & Initiative
- Identify and address client challenges proactively; find solutions without waiting for guidance.
- Demonstrate initiative by suggesting improvements to internal processes and workflows if you think anything could be better, as well as proposing ideas to improve customer satisfaction.
- Be an active problem-solver within the team and contribute to identifying root causes of issues and offering solutions.
* Internal & Cross-Functional Collaboration
- Collaborate with cross-functional teams (Sales, Marketing, Product, etc.) to improve customer experience and support client campaigns.
- Take part in internal projects and work with internal stakeholders to deliver solutions that improve customer success metrics (e.g., CSAT, NPS).
* Adaptability & Continuous Learning
- Be flexible and willing to adjust to the changing needs of a growing company.
- Learn and adapt quickly to new tools, processes, and customer expectations.
- Support and embrace changes in company processes and strategies in response to evolving business needs.
Desired Skills & Experience:
* Customer Success Experience
-Minimum of 1 year of experience in a Customer Success or Account Management role (preferably in a SaaS environment or similar).
* Proactive Attitude & Problem-Solving
-Strong ability to take initiative and solve problems independently.
-Ability to work without micromanagement and take ownership of tasks and client relationships.
* Adaptability & Learning Agility
- Comfortable in a fast-paced, changing environment where flexibility and quick thinking are key.
-Willingness to learn new tools and processes and adapt to evolving business needs.
* Communication & Relationship Management
-Clear and effective communicator, both written and oral, with the ability to build rapport with clients and internal teams.
-Strong organisational skills with great attention to detail and the ability to handle multiple tasks simultaneously.
* Technical Proficiency
-Comfortable working with G Suite (Docs, Sheets, Slides) and basic project management tools.
-Experience with GainSight or similar CRM platforms is a plus but not required.
-Basic knowledge of Canva or similar design tools for creating client-facing materials is a plus but not required.
Ideal Candidate Profile:
The ideal candidate will:
* Take ownership of their tasks and responsibilities.You will take pride in owning your tasks and goals and be motivated to want to grow in your career.
* Think proactively and anticipate needs or issues before they arise. You will thrive in an environment where you can use your initiative to solve problems and improve processes.
* Demonstrate flexibility and resilience when changes occur within the business. You will approach challenges with a positive attitude and adapt quickly to new requirements.
* Be self-motivated, able to handle both structured and unstructured tasks effectively, and thrive in a fast-paced environment with minimal supervision.
* Be collaborative and enjoy working closely with other team members while also taking the lead in client relationships as you grow into the role.
What you’ll get:
We like to give more than we take so here are some of our benefits:
* Potential to earn share options
* 6x salary life assurance
* Health Insurance
* Income protection
* 3% company contribution to pension via salary sacrifice scheme
* 25 days Annual Leave + 1 Love being Yu (e.g your birthday, moving house anything else that is for Yu!)
* Access to the YuLife app (which includes a tonne of well-being rewards, discounts and exclusive offers as well as access to Meditopia and Fiit )
* £20 per month to a "be your best Yu" budget
* Unlimited Monthly professional coaching with More Happi
* Remote and flexible working
* Currently our lovely office in Shoreditch is available if people want (and only if they want) to use it
Here at YuLife our values encompasses Love Being Yu and as a result we’re committed to diversity and inclusion. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, disability or any other protected class.
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