CORE OBJECTIVES:

• Account Management of Smaller Client Accounts: Independently manage a defined portfolio of smaller clients, ensuring consistent service delivery and high client satisfaction.
• Operational and Platform support for clients: Act as a point of contact for client queries, ensuring swift and effective resolution.
• Support of Strategic Accounts: Support senior team members with larger clients and contribute to key initiatives.
• Platform Expertise and Data Quality Focus: Become an expert in the GoodShape Platform and the important role of data to enable clients to maximise their engagement with the system.

RELEVANT SKILLS AND COMPETENCIES

• Strong communication skills, able to engage confidently with stakeholders at all levels.
• Proactive and organised with a keen eye for detail.
• Basic data analysis skills; comfortable using Excel and internal CRM/reporting tools.
• A problem-solver with a client-first mindset, always looking to improve processes or flag issues.
• Able to manage workload independently while collaborating effectively with a wider team.
• Curious and eager to learn about strategic account management, commercial models, and service delivery best practices.able Experience

DESIRABLE EXPERIENCE

• Experience in a client-facing role, ideally within a B2B account management environment.
• Familiarity with CRM systems and customer support tools.
• Exposure to working in fast-paced environments with service delivery targets.
• Basic understanding of contract cycles, renewals, and client on-boarding is a plus.
  If you’re ready to make a meaningful impact on employee well-being while growing your career in a vibrant environment, we invite you to apply today!
  Job Type: Full-time
  Pay: £30,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Health & wellbeing programme
• Life insurance
• Sick pay
• Store discount
• Work from home

Work Location: Hybrid remote in London W1H 7P

BACKGROUND TO THE ROLE

Founded in 2004, we were one of the very first absence management companies to operate in the UK. Since that time, we’ve evolved to become leaders in the employee wellbeing field, combining our in-house multidisciplinary clinical expertise with the latest technology and insight to deliver a much more progressive and impactful approach for our customers and their employees.
With nearly 149 million working days lost to sickness absence each year in the UK, the economic cost is enormous, but so is the opportunity. At GoodShape, we help clients reduce lost time by 20–40%, recoup one working week per employee every year, and generate a 4:1+ return on investment in as little as six months.
As we scale our services and expand into new markets, maintaining strong relationships with our existing clients and providing exceptional support is essential to our success. That’s why we’re looking for a motivated and client-focused Client Success Specialist to manage a portfolio of smaller accounts, support day-to-day client needs, and contribute to long-term client satisfaction and growth. This role is a great opportunity to build a career in client success while making a real impact.

PURPOSE OF ROLE

As part of the Client Support Team, this role combines account management and client support. You will own and manage a portfolio of smaller client accounts and provide operational and platform support across the client base. As a key contributor to ensuring client satisfaction, you will have a big impact on retention and account growth, supporting the achievement of the overall Client Success objectives.
This role presents an ideal opportunity for an individual with experience in customer support and account management, seeking to advance their career in client success.