Senior Customer Success Manager - Launch

SourceWhale; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An agile tech startup is seeking a Senior Launch Manager to lead client onboarding and drive business transformation. In this dynamic role, you'll collaborate with Account Executives to create tailored success plans and ensure clients achieve their goals with SourceWhale's innovative platform. Your expertise in customer success and onboarding will be crucial as you conduct training sessions, manage technical setups, and foster strong relationships with clients. Join a passionate team that values transparency, trust, and flexibility, where your contributions will make a significant impact in a rapidly growing company.

Benefits

25 days holiday

Macbook + extra tech/software

Flexible working arrangements

Private medical, dental & vision insurance

Income Protection Insurance

Employee Assistance Programme (EAP)

Compassionate leave policy

Monthly social events

Impact in an early-stage startup

Qualifications

• Experience in RecTech/SalesTech or similar SaaS startup space.
• Excellent communication and problem-solving skills.

Responsibilities

• Lead onboarding of clients, ensuring successful adoption of SourceWhale.
• Collaborate with Account Executives to develop tailored Success Plans.
• Conduct in-depth onboarding sessions and proactive check-ins.

Skills

Customer Success experience

SaaS onboarding

Business transformation

Communication skills

Problem-solving skills

Technical acumen

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM software

Job description

About Us

SourceWhale is the leading Business Development and Headhunting Platform for increasing conversations, whilst making recruiters’ lives better through enabling them to do more with less. We integrate with everything that recruiters use day to day - CRM’s, emails, data providers, LinkedIn - and with our best-in-class product, we are on a mission to be a leader in the Recruitment Technology space.

Why Us?

We’re a team of seriously talented, positive individuals and we invest heavily in our people - you won’t feel like a number here!

This is an opportunity to join an agile tech startup that is growing faster than any other company in our space. We are completely profitable and have built an incredible product - just see our G2 reviews!

As our Senior Launch Manager, you'll be the lead in the successful onboarding of our clients, guiding them in their business transformation and hitting key success metrics and ROI goals. Reporting directly into the Global Launch Team Lead based in the UK, this is an opportunity to join a newly formed team, with a clear remit and investment, based on a mutual goal, our clients success with SourceWhale!

Day in the Life

• Collaborate with Account Executives to develop tailored Success Plans, setting realistic and achievable success criteria based on client goals.
• Leverage every customer interaction to discover needs and ensure training resonates with the team.
• Conduct proactive check-ins during onboarding to drive adoption, address challenges, and ensure successful outcomes.
• Lead technical setup, including CRM integrations and first logins, ensuring seamless implementation and tracking of SourceWhale’s impact.
• Deliver in-depth onboarding sessions, including training, Q&A, and check-ins, to support successful adoption and goal alignment.
• Identify early expansion opportunities within the client’s user base to grow account value during the onboarding phase.
• Collaborate with Account Management to make introductions into key POCs.
• Conduct off-boarding / handover calls with key decision-makers to review adoption, outcomes and experience in the first 3 months against the scorecard, and ensure a smooth transition into community management.

Who You Are

• CS experience in RecTech/SalesTech or similar SaaS startup space.
• Experience working with Mid-Market and Enterprise accounts.
• Experience onboarding a high volume of new users onto a platform.
• Experience with business transformation and change management.
• Excellent written and verbal communication, with the ability to simplify and translate complex ideas to different audiences.
• Strong listening and problem-solving skills.
• Ability to work cross-functionally in a startup environment.
• Driven and proactive approach with a strong willingness to learn.

What Sets You Apart

• Experience working for a Recruitment Technology company or onboarding commercial/sales departments within organisations.
• Previous Recruiting experience would be a plus.
• A proven track record of measured impact on clients onboarding new SaaS products.
• Strong technical acumen.

What’s In It For You

At SourceWhale, we champion a culture built on transparency, trust, and flexibility. Open communication is our norm, and everyone’s voice truly matters.

We offer a flexible work model, allowing you to choose between office and remote work, recognizing the uniqueness of each individual's preferences. Collaboration is key, whether in the physical office or virtually. We're committed to continuous improvement, actively seeking feedback and encouraging innovation.

We completely understand the importance of work-life balance and truly care about our employees offering the following benefits:

• 25 days holiday (not including public holidays).
• Macbook + any extra tech or software necessary for your role.
• Flexible business with flexible working arrangements.
• Private medical, dental & vision insurance.
• Income Protection Insurance.
• Employee Assistance Programme (EAP).
• Compassionate leave policy.
• Monthly social events.
• First-hand experience of an early-stage startup - huge ability to make an impact!

We still encourage you to apply even if you feel like you don’t meet all the criteria as you may be a match for this or other roles here at SourceWhale!

Fancy making big waves at SourceWhale? Apply using the link below!