SMB Success Account Manager

Gympass; United Kingdom; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A wellness technology company in London is seeking an SMB Customer Success Representative to drive customer adoption and ensure successful onboarding for new clients. Ideal candidates will have over 3 years of experience in customer success and strong communication abilities. This role focuses on delivering an exceptional initial experience and achieving rapid customer value to foster long-term relationships. The company offers a flexible work environment and extensive wellness benefits.

Benefits

Free wellness membership

Health and dental insurance

Flexible work options

Generous paid time off

Parental leave policy

Qualifications

• 3+ years of experience in a high-volume, focused customer success role.
• Experience in wellness or benefit sectors is ideal.
• Experience in SaaS solutions and with HR stakeholders.

Responsibilities

• Own onboarding experience for new customers.
• Ensure customers reach a minimum enrollment level within the first month.
• Manage reactive commercial requests and serve as escalation point.
• Analyze performance metrics and work on improvements.

Skills

Customer success experience

Communication skills

Commercial awareness

Ability to handle high volume

Job description

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Your wellbeing, our mission. Join a company shaping a healthier world.

GET TO KNOW US

At Wellhub we're revolutionizing workplace wellness. Our platform connects employees worldwide to the best partners for fitness, mindfulness, therapy, nutrition, and sleep—all in one simple subscription. Headquartered in NYC with team members in 11 countries, we’re on a mission to make every company a wellness company.

We believe work should be fulfilling, inspiring, and balanced. Here, you’ll find a team that values wellbeing, collaboration, and different perspectives, where passion and creativity push boundaries to create real impact. Your contributions will help shape a healthier, more balanced world for you and millions of people globally.

Join us in redefining the future of wellbeing!

THE OPPORTUNITY

We are hiring an SMB Customer Success Representative for our team in London!

As an SMB Customer Success Representative, you'll play a pivotal role in ensuring the successful initial experience and long-term success of our new Small and Medium Business (SMB) customers. Your primary focus will be on driving rapid customer adoption and ensuring customers achieve "first value" quickly. While focused on onboarding, you will also serve as a commercial escalation point for reactive churn and MRR requests.

YOUR IMPACT

• Own Onboarding: Responsible for defining and delivering a best-in-class onboarding experience for new Wellhub customers, ensuring they are set up for long-term success.
• Deliver First Value: Your key performance indicator (KPI) will be ensuring customers reach a minimum enrollment level (i.e., 'first value') within the critical first month of their subscription.
• Proactive: You will need to balance a high volume of activity, while you engage new clients quickly and effectively to secure high initial enrollment and product integration.
• Commercially Minded: You will also need to manage reactive commercial requests, serving as the escalation point for both churn and MRR growth.
• Operational Excellence: Understand the metrics and data behind your performance and generate insights from this to identify opportunities and weaknesses; working with your team and manager to make improvements.
• Focus on Results: Consistently meet your KPI’s - primarily the 'first value' enrollment metric.
• A-Player: Drive to individually compete while still being a fantastic team player. Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues.
• Live the mission: inspire and empower others by genuinely caring for your own wellbeing and your colleagues. Bring wellbeing to the forefront of work, and create a supportive environment where everyone feels comfortable taking care of themselves, taking time off, and finding work-life wellness.

WHO YOU ARE

• Experience Profile: 3+ years of experience in a high-volume, focused customer success role.
• Industry Preference: Experience working in wellness or benefit sectors is ideal. Experience selling a SaaS solution and/or selling to HR stakeholders strongly preferred.
• Commercial Acumen: Proven ability to manage a high volume of clients within the SMB market and effectively drive deals forward.
• Communication & Drive: Outgoing, charismatic and enthusiastic conversationalist with strong active listening; an expert communicator. Ambitious, tenacious and energetic self-starter with a positive attitude and team spirit.
• Adaptability: Extremely coachable and adaptable to change. Thrive on change while remaining highly organized, adaptable, optimistic, and coachable.
• Mission Alignment: Enthusiasm about helping people have a happier and healthier life.

We recognize that individuals approach job applications differently. We strongly encourage all aspiring applicants to go for it, even if they don't match the job description 100%. We welcome your application and will be delighted to explore if you could be a great fit for our team. For this specific role, please note that prior experience in commercially-focused sales/CS and strong communication skills are mandatory requirements.

WHAT WE OFFER YOU

With thoughtful benefits, emotional wellbeing resources, and a culture that empowers you to take ownership of your role and your wellbeing, we create an environment where you can thrive in all dimensions of your life. Our benefits include:

WELLHUB: Free Gold membership with access to onsite gyms and studios, digital fitness programs, and online wellness resources for meditation, nutrition, mental wellbeing support, and more! Add up to three family members to your plan, ensuring access to wellness for those who matter most to you.

HEALTHCARE: Health and dental insurance.

FLEXIBLE WORK: As a Flexible First company, we offer hybrid and remote options to give you the freedom to work in a way that suits you. The model for this specific role can be discussed with your recruiter and hiring manager. We offer all employees a one-time reimbursement to set up their home office equipment and a monthly work allowance to help cover the costs of working from home.

FLEXIBLE SCHEDULE: Flexibility for us isn’t just about where we work—it also means being able to shape how and when we get things done. Together with their leaders, employees define schedules that align with their time zones, team needs, and personal routines.

PAID TIME OFF: We know how important it is to take time away from work to recharge. Employees receive a minimum of 25 days paid holiday per year with an additional day for each year of tenure (up to 5) in addition to annual holidays (including an extra holiday on your birthday!).

PARENTAL LEAVE: Welcoming a new child is one of the most special moments in your life. Take the time to be present and enjoy your growing family. We offer 100% paid parental leave to all new parents. Parents giving birth are eligible for an extended leave and a ramp-back period to return part-time while they get settled.

CAREER GROWTH: Access world-class platforms, participate in interactive sessions, build your personalized development roadmap, and explore internal opportunities. We focus on continuous learning and feedback to support your journey toward personal and professional success.

CULTURE: You’ll join a team of passionate people who come together to break boundaries, support each other, and create a meaningful impact in workplace wellness. We win together, building trust through open communication and a culture where every perspective matters. Learn more about our shared culture and values here.

And to get a glimpse of life at Wellhub… Follow us on Instagram @lifeatwellhub and LinkedIn!

Wellhub was named a Top Sales Team of 2025! This is a recognition of the collaboration and impact we create together every day. Ready to be part of a team that’s making a real difference? Read more about the award here.

Diversity, Equity, and Belonging at Wellhub

We aim to create a collaborative, supportive, and inclusive space where everyone knows they belong.

Wellhub is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, gender identity or expression, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other basis covered by appropriate law.

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