Customer Success Lead

Pharmacy2U; Ledston; Hybrid; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Competitive pension

Private healthcare (Aviva)

Cycle to Work

Gym discounts

CPD support and wellbeing initiatives

Job summary

Pharmacy2U is seeking a Customer Success Lead based in the Leeds area. The role is hybrid, with 2–3 days in the Thorpe Park office and core hours from 09:30 to 16:00.

The position is permanent and full‑time, supporting onboarding for clinics and external partners and delivering a high‑quality, professional experience. You will coordinate onboarding activities, manage multiple stakeholders, and drive process improvements across the onboarding lifecycle while supporting a patient‑centric digital

Qualifications

• Experience in customer success, onboarding and account coordination.
• Experience working with external clients, partners, or customers.
• Ability to manage multiple stakeholders and coordinate activity across teams.
• Experience maintaining trackers, documentation, and process workflows.

Responsibilities

• Coordinate end‑to‑end onboarding activity for clinics and clients, ensuring all steps are tracked, completed, and delivered on time.
• Act as the primary point of contact for onboarding queries, providing a responsive and professional experience.
• Manage onboarding workflows, including documentation, data collection, and checklist completion.
• Schedule and coordinate onboarding calls, training sessions, and follow‑ups with internal and external stakeholders.
• Maintain accurate records and trackers for onboarding progress, status, and key milestones.
• Support the Business Engagement Manager with client relationships and onboarding pipelines.
• Ensure all required documentation is complete, accurate, and stored appropriately for audit and governance purposes.
• Proactively identify delays or gaps in onboarding activity and follow up to keep progress on track.
• Support communication and engagement plans, ensuring clinics and clients remain well‑informed throughout the process.
• Prepare regular updates and summaries on onboarding progress for internal stakeholders.
• Contribute to the continuous improvement of onboarding processes, templates, and tools.

Skills

Customer success

Onboarding coordination

Account coordination

Stakeholder management

CRM systems

Tools

CRM platforms

Job description

Customer Success Lead Pharmacy2U•Leeds, England, GB

Role: Customer Success Lead

Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds.

Contract type: Permanent

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out‑of‑hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

The Customer Success Lead plays a pivotal role in bringing new clinics and partners successfully on board and setting them up for long‑term success. Working closely with the Business Engagement Manager, the role leads the coordination of onboarding, acts as the go‑to point of contact for external partners, and ensures every interaction feels seamless, professional, and well‑managed. With a strong focus on organisation and delivery, this role brings energy, clarity, and momentum to high‑impact partnerships and strategic programmes.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

• Competitive contributory pension
• Occupational sick pay
• Long‑service awards and refer‑a‑friend bonuses
• Professional registration fees covered (GPhC, NMC, CIPD and more)
• Cycle to Work and Green Car schemes (subject to eligibility)

Family‑friendly

• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life
• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in‑house mental health support
• Access to discounted gym memberships via Blue Light Card and benefits schemes
• Regular health and wellbeing initiatives
• Strong commitment to CPD, training and professional development

Time off & flexibility

• 25 days’ annual leave, increasing with service
• Buy and sell holiday scheme

Everyday perks & exclusive discounts

• Blue Light Card and employee discount platform
• Exclusive discounts at The Springs, Leeds
• 25% off health & beauty purchases
• 25% off Pharmacy2U Private Online Doctor services

Culture & community

• Regular social events throughout the year

What you’ll be doing?

• Coordinate end‑to‑end onboarding activity for clinics and clients, ensuring all steps are tracked, completed, and delivered on time
• Act as the primary point of contact for onboarding queries, providing a responsive and professional experience
• Manage onboarding workflows, including documentation, data collection, and checklist completion
• Schedule and coordinate onboarding calls, training sessions, and follow‑ups with internal and external stakeholders
• Maintain accurate records and trackers for onboarding progress, status, and key milestones
• Support the Business Engagement Manager with client relationships and onboarding pipelines
• Ensure all required documentation is complete, accurate, and stored appropriately for audit and governance purposes
• Proactively identify delays or gaps in onboarding activity and follow up to keep progress on track
• Support communication and engagement plans, ensuring clinics and clients remain well‑informed throughout the process
• Prepare regular updates and summaries on onboarding progress for internal stakeholders
• Contribute to the continuous improvement of onboarding processes, templates, and tools

Who are we looking for?

• Experience in customer success, onboarding & account coordination
• Experience working with external clients, partners, or customers
• Experience managing multiple stakeholders and coordinating activity across teams
• Experience maintaining trackers, documentation, and process workflows
• Strong organisational and coordination skills, with the ability to manage multiple onboarding activities simultaneously
• Ability to build positive, effective relationships with external partners and internal teams
• Confidence using trackers, CRM systems, and documentation tools
• Familiarity with onboarding processes, customer lifecycle management, or service delivery environments
• Understanding of regulated or operational environments (desirable but not essential)

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.