Customer Success Associate

Peppy; Greater London; Hybrid; GBP 47,000 - 75,000; Full time

Benefits offered by this job

Private Medical Insurance

Enhanced Family Leave

Nest Pension

25 days holiday

Hybrid in London

Job summary

Peppy is seeking a Customer Success Manager to nurture and expand relationships with mid‑market and enterprise clients. You will report to the Head of Customer Success and act as a trusted advisor to ensure clients derive maximum value from Peppy’s services.

As part of a Growth team, you will drive high GRR & NRR metrics, lead post‑sale implementations, and craft compelling value stories for stakeholders across global organizations. The role is hybrid with in‑person collaboration in London.

Qualifications

• 1–2 years in client facing role.
• Proven achievements in client success.
• Fluent written and spoken communication.

Responsibilities

• Outcome Alchemist: deliver high GRR & NRR across your book.
• Relationship Maestro: manage post-sale implementations and comms plans.
• VIP Whisperer: be day-to-day contact for your client book.
• Value Visionary: craft and convey Peppy's value story for stakeholders.
• Feedback Virtuoso: manage client feedback to improve Peppy.
• Automation architect: build/optimize automated processes to scale support.

Skills

Client facing

Relationship management

Communication

Startup experience

Job description

Hey! Thanks for taking the time to read through one of our open roles. We’re looking for an exceptional Customer Success Manager to join our Growth team and we hope this could be a match made in heaven.

As Customer Success Manager at Peppy, you will play a pivotal role in nurturing and expanding our relationships with both mid‑market and enterprise Fortune 500 clients and senior executives. Reporting directly to the Head of Customer Success, you will become an indispensable advisor, providing strategic insights and ensuring our clients derive maximum value from our services.

Who is Peppy?

Peppy exists to make expert‑led healthcare simple, human and stigma‑free. Because everyone deserves support that is life changing.

Our mission is to fix healthcare & wellbeing. We do this by supporting the employees of our global clients, including JP Morgan, Disney, Meta, Nvidia, Microsoft, Sony, Clifford Chance, Wells Fargo, Bloomberg, and over 200 others.

We are a Series B company with $56m in funding to date, operationally cashflow positive, and with secure access to additional capital for accelerated growth. Join us for the ride of your life.

Life as a Customer Success Manager at Peppy:

• Outcome Alchemist: Sprinkle the “Peppy magic” into every client touchpoint - consistently delivering high GRR & NRR metrics across your book of business
• Relationship Maestro: Master the post‑sale process, orchestrating implementations like a pro and strategising comms plans that maximise user adoption
• Peppy's VIP Whisperer: Be the day‑to‑day contact for your client book of business, answering queries at the speed of Peppy
• Value Visionary: Craft and convey Peppy's value story, ensure stakeholders don't just see Peppy; they perceive Peppy’s high value impact on their organisation
• Feedback Virtuoso: Manage client feedback like a pro, ensuring it lands in the right hands internally. It's not just feedback; it's the secret sauce for Peppy's continuous evolution.
• Automation architect: build and optimise automated processes and workflows to scale support efficiently, improve consistency and reduce manual effort

Our dream Customer Success Manager:

• Proven Success: Demonstrated 1‑2 years in client facing role, highlighting a track record of achievements
• Communication Master: Fluent in both written and spoken communication, especially in client interactions.
• Resourceful Navigator: Adaptable and resourceful, excelling in the startup environment.
• Thoughtful Analyst: Critical thinker adept at weaving meaningful narrative that demonstrates Peppy’s value & provides practical recommendations for next steps
• Adaptability Ace: Thriving in dynamic startup vibes, you're relentlessly resourceful and hungry for growth. If you're eager to learn and broaden your skill horizons, Peppy's the place for you!

Peppy’s Perks and Benefits:

• Access to Peppy: You can receive free unlimited access to the Peppy app to use our Menopause, Fertility, Baby, Women’s Health or Men’s Health services.
• Health & Wellbeing: You will receive Private Medical Insurance through Vitality, including VitalityGP, optical, dental and hearing coverage.
• Parental Leave: We have a generous Enhanced Family Leave policy, whether you or your partner are giving birth, going through surrogacy or adoption.
• Pension: We offer an up to 5% employer pension contribution scheme through Nest.
• Holidays: Peppy employees in the UK get 25 days holiday per year, plus bank holidays.
• Hybrid: 2 or 3 days a week in‑person with our CS team in London would be amazing, but we're flexible to individual circumstances.
• Socials: We encourage our employees to join our in‑person team events and socials to build stronger connections within your team.
• Tech: New joiners receive a company MacBook delivered in time for your first day.

Equality & Diversity:

Peppy's mission is to help people in life's most challenging journeys. We pride ourselves on being an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. We ensure that all applicants are treated equally and fairly throughout our recruitment process.