Customer Launch Lead

My Money Matters; United States; Remote; USD 94,000 - 121,000; Full time

Benefits offered by this job

Remote working within the UK

Home office budget

25 days’ annual leave

Birthday off

Collaborative team bonus

Pension scheme

Perkbox salary sacrifice schemes

Medical cashback scheme

Enhanced parental leave

Team connection

Job summary

My Money Matters is seeking a Customer Launch Lead to take ownership of high-value launches and coach a small team to move complex accounts from contract to live within 30 days. You will coordinate across Sales, Marketing, Product, Engineering and Account Management to ensure fast, well-adopted implementations.

The role blends hands-on delivery with people leadership, prioritising pace, clarity, and a strong handover into ongoing account management.

Qualifications

• Proven track record delivering customer onboarding, implementation or launches in a SaaS or platform business.
• Experience managing or developing team members, even informally (mentoring, leading a workstream, or deputising for a manager)
• Experience driving user adoption, ideally in payroll, HR or financial wellbeing
• Experience with payroll data, integrations or HR systems is advantageous
• Experience with public sector or other complex organisations is advantageous but not essential
• Not a reactive technical support role; launches ownership and end-to-end delivery expected

Responsibilities

• Hold the portfolio view of every launch in flight across the team, tracking progress against the 30-day target
• Allocate incoming launches to Customer Launch Managers, matching complexity to experience and workload
• Act as the escalation point for launches at risk, stepping in to unblock or reassign as needed
• Own the handover from Sales at contract signature for the most complex or highest-value accounts, confirming scope, products, key contacts and launch date
• Run kick-offs and agree launch plans for your own portfolio, alongside overseeing the team's
• Set and track pre-launch sign-up targets across all the team's launches, directing employee communications with the employer and Marketing
• Own the handover to Account Management for your own launches, and quality-check the team's handovers, so every live customer is passed on with a clear record of scope, stakeholders, sign-ups and next opportunities
• Line-manage Customer Launch Managers (2 direct reports initially, may flex to 1), setting clear objectives tied to time-to-launch and sign-up targets
• Run regular 1:1s, coaching conversations and performance reviews, and support career development within the team
• Lead recruitment and onboarding as the team grows or changes
• Balance a hands-on portfolio of launches with the time needed to manage and support the team well
• Build a team culture of pace and ownership, where launches are delivered to a high standard with minimal day-to-day direction.

Skills

Delivery coordination

People management

Blockers resolution

Payroll data familiarity

Communication with stakeholders

Cross-functional collaboration

Tools

Payroll data integrations

Job description

Money stress is the biggest productivity killer in the workplace - My Money Matters exists to change that. We're building an app that improves employees' finances automatically every pay day - giving them financial tools that directly improve their financial health with less effort.

Every pay day is an opportunity to build better money habits. We make it easy. Employees can accelerate retirement savings with tax-efficient pension top-ups, build a safety net effortlessly with auto savings, or access their already-earned salary ahead of pay day for emergencies.

For employers, fewer employees with money worries means more focus on work. We're trusted by major organisations including the NHS, and we're growing fast.

The Customer Launch Lead leads My Money Matters' Launch team: the function responsible for taking every new employer from contract signature to a live, well-adopted account in under 30 days. The role combines hands-on ownership of our highest-value and most complex launches with managing and developing a small team of Customer Launch Managers.

This role reports into the Head of Account Management, reflecting that launch is the first chapter of the ongoing account relationship - get it right, and Account Management inherits a live, well-understood account that is ready to grow.

Key Responsibilities

• Hold the portfolio view of every launch in flight across the team, tracking progress against the 30-day target
• Allocate incoming launches to Customer Launch Managers, matching complexity to experience and keeping workload balanced
• Act as the escalation point for launches at risk, stepping in to unblock or reassign as needed
• Own the handover from Sales at contract signature for the most complex or highest-value accounts, confirming scope, products, key contacts and launch date
• Run kick-offs and agree launch plans for your own portfolio, alongside overseeing the team's
• Set and track pre-launch sign-up targets across all the team's launches, directing employee communications with the employer and Marketing
• Own the handover to Account Management for your own launches, and quality-check the team's handovers, so every live customer is passed on with a clear record of scope, stakeholders, sign-ups and next opportunities

Standards and continuous improvement

• Maintain and evolve the team's launch playbook, templates and tools, so launches stay fast, consistent and repeatable
• Spot patterns across launches - common blockers, slow points, what drives sign-up - and turn them into improvements the whole team uses
• Partner with Product and Engineering on set-up friction and with Marketing on sign-up campaign materials

Cross-functional and senior stakeholder management

• Represent the Launch team with Sales, Marketing, Product, Engineering and Account Management leadership
• Feedback to Sales on what speeds up or slows down launch, so deals are shaped to launch well
• Report to the Head of Account Management on launch pipeline, performance and risk

Team Leadership

• Line-manage Customer Launch Managers (2 direct reports initially, may flex to 1), setting clear objectives tied to time-to-launch and sign-up targets
• Run regular 1:1s, coaching conversations and performance reviews, and support career development within the team
• Lead recruitment and onboarding as the team grows or changes
• Balance a hands-on portfolio of launches with the time needed to manage and support the team well
• Build a team culture of pace and ownership, where launches are delivered to a high standard with minimal day-to-day direction.

Skills & Competencies

Core Skills

• Strong track record of delivery and coordination, running several launches or projects in parallel and hitting dates
• Experience managing or mentoring others, ideally with direct line management experience (strong first-time managers with proven informal leadership will also be considered)
• Pace and urgency: removes blockers rather than waiting for them to clear, and instils that mindset in others
• Confident with payroll, data and integration requirements, and able to lead those conversations with customers and coach others to do the same
• Campaign mindset: knows how to drive employee take-up through clear, well-timed communications
• Communicates clearly and confidently with stakeholders at all levels, from payroll teams and HR directors to senior internal leadership
• Comfortable balancing hands-on delivery with people management and team-level reporting

Experience & Background

• Proven track record delivering customer onboarding, implementation or launches in a SaaS or platform business, ideally as a Customer Launch Manager or equivalent
• Experience managing or developing team members, even informally (for example mentoring, leading a workstream, or deputising for a manager)
• Experience driving user or employee adoption, ideally in employee benefits, payroll, HR or financial wellbeing
• Experience with payroll data, integrations or HR systems is advantageous
• Experience with public sector or other complex organisations is advantageous but not essential

What the Role Is Not

• A reactive technical support role
• A back-office set-up role: launch success is measured by sign-ups, not just go-live
• A long-term account role: once a customer is live, the Account Manager takes over
• A role requiring task-level direction

This role suits someone who loves pace and ownership and wants to see every launch go live quickly with employees signed up and ready to benefit.

Benefits

• Remote working within the UK
  Work remotely from anywhere in the UK, giving you flexibility to work where you perform at your best.
• Home office budget
  Receive a £200 annual budget to help you set up and improve your home working space.
• Annual leave
  25 days’ annual leave, increasing with tenure, plus the option to purchase up to 5 additional days each year.
• Birthday off
  Take your birthday off, because everyone deserves time to celebrate properly.
• Collaborative team bonus
  For non-commission roles, you’ll be part of our collaborative team bonus scheme, recognising shared success across the business.
• Pension scheme
  Access to our pension scheme.
• Perkbox salary sacrifice schemes
  Access salary sacrifice schemes through Perkbox, including car leasing, gym memberships and tech purchases.
• Medical cashback scheme
  Helping with everyday healthcare costs.
• Enhanced parental leave
  Support during important life moments.
• Team connection
  Regular opportunities to connect as a team, including our annual Summer Conference.