Lead Client Success Manager

London, UK

Our mission and vision

Thomsons Online Benefits is Changing Benefits. For Good. Our unique and innovative SaaS platform takes employee engagement to a whole new level. We are fast paced, ambitious, people focused and on a journey to dominate the global benefits market.

We are in the midst of one of the most exciting times in the company’s history and while we are already recognised as the global leader in our industry, we will not become complacent. We continue to work to revolutionise the market and our PINK people are what makes this possible. We are passionately committed to going the extra mile for our clients, partners and people. Our values to ‘be brilliant together’, ‘maximise potential’ and to ‘challenge everything, deliver excellence’ are part of our unique culture. This is the PINK glue that binds us.

It is time for Thomsons Online Benefits to continue its success. We truly believe that using our platform and products can impact and improve people’s lives. In fact, nearly 2 million people are already using our platform (Darwin). That’s a lot of people enjoying their flexible benefits!


About the team: 

We are a high performing, resilient team working with some of the world’s best known brands. We are the voice of the client internally at Thomsons. This is role will involve both managing a small portfolio of clients and overseeing a small number of client managers. This will be well balanced to ensure role success.



The role & your mission:

  • Develop a trusted advisor relationship with multiple people at the client to expand engagement across the client organisation including CxO levels
  • Identifying who they key stakeholders are and developing those relations, ensuring you have documented full client internal org chart
  • Forecasts accurately to predict the pipeline of opportunity across the portfolio of clients
  • Establishes a framework to realise the measure on return on investment through the use of Darwin, co-produce a strategic roadmap for transformation, and encourage adoption of best practice through enablement and governance
  • Champions the client satisfaction methodology, known as the Pulse with our clients, driving up participation, following up scores and acting upon feedback
  • Actively involved in supporting marketing events and communications ensuring our clients are invited to events and webinars are sent relevant articles and Though leadership materials
  • Ensures all clients have 12 month rolling Client Plan, demonstrating the client journey with Thomsons
  • Identify clients to act as Darwin advocates, through case-studies and testimonials
  • Represent the voice of the client internally across the client journey
  • Responsible for a portfolio of Global/National clients ensuring their success with Darwin
  • Working alongside a (regional) Client Success Executive/Client Success Manager, helping them to priorities clients and their workload against the business and client needs
  • Use measures of a client health to drive insights, to identify and mitigate areas of risk, and to take proactive action
  • Protecting and retaining your client relationships and existing revenue. Working to retention & growth targets maintaining profitability and other KPIs (Revenue, Pulse & Retention)
  • Brings in the Darwin or MMB expert at the right time to maximise the upsell and cross sell opportunities
  • Maintains all relevant systems such as JIRA, Confluence and Salesforce with up to date information
  • Recognising client white space and seeking out opportunities
  • Orchestrating and running Business review meetings – seek feedback from clients on what’s working well/not
  • Prepares and presents using best practice templates for business review meeting


What skills and values you will bring:

  • olid experience working in a B2B environment
  • A track record of over achieving sales & retention targets
  • Recent experience with owning a portfolio of accounts
  • Experience in working in the Technology industry is preferable
  • Able to quickly build trust with senior stakeholders
  • Strong communications skills, with the ability to have honest conversations.
  • Be hands on, lead by example
  • Resilient, with a positive outlook
  • Empathy and approachability
  • Ability to recognise and nurture key talent
  • Collaboration, the ability to work across the company and time zones
  • Ability to prioritise
  • Ambitious, driven and self-motivated
  • Confident with well-developed presentation skills
  • Strong leadership and ability to empower others


Our PINK benefits and culture:

  • An opportunity to work in a fast growing, innovative company with lots of room for progression
  • A fail-friendly environment that encourages learning and initiative
  • Flexible working options (when applicable)
  • Day off on your birthday
  • Weekly health and fitness classes
  • Matching charity contributions, charity days off and Pay it Forward charity challenge
  • A flexible reimbursement account for you to spend on the things that matter to you
  • Pension, Life and Medical Insurance

So if you like the look of what you see, and think you could be the perfect fit for us, then take the leap and apply today! Go on, what are you waiting for?