Hybrid Customer Onboarding & Success Lead

Pharmacy2U | Certified B Corp; Leeds; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Pharmacy2U is seeking a Customer Success Lead to oversee end-to-end onboarding for clinics and clients, ensuring timely delivery and a high standard of service. The role sits in a busy, patient-centric online pharmacy environment in Leeds with hybrid office days.

You will coordinate onboarding workflows, maintain trackers, and act as the main point of contact for onboarding queries, collaborating with internal teams and external partners.

Qualifications

• Experience in customer success and onboarding.
• Experience working with external clients and partners.
• Strong organisational and coordination skills.
• Ability to manage multiple onboarding activities simultaneously.
• Comfort with trackers, CRM systems, and documentation tools.

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 software

Documentation tools

Job description

Pharmacy2U is seeking a Customer Success Lead to oversee end-to-end onboarding for clinics and clients, ensuring timely delivery and a high standard of service. The role sits in a busy, patient-centric online pharmacy environment in Leeds with hybrid office days.

You will coordinate onboarding workflows, maintain trackers, and act as the main point of contact for onboarding queries, collaborating with internal teams and external partners.