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Customer Success Lead
Pharmacy2U LtdCustomer Success Lead coordinating onboarding for clinics and clients at a leading online pharmacy. Ensuring seamless integration and maintaining client relationships to achieve long-term success.
About the role
Key responsibilities & impact- Coordinate end‑to‑end onboarding activity for clinics and clients, ensuring all steps are tracked, completed, and delivered on time
- Act as the primary point of contact for onboarding queries, providing a responsive and professional experience
- Manage onboarding workflows, including documentation, data collection, and checklist completion
- Schedule and coordinate onboarding calls, training sessions, and follow‑ups with internal and external stakeholders
- Maintain accurate records and trackers for onboarding progress, status, and key milestones
- Support the Business Engagement Manager with client relationships and onboarding pipelines
- Ensure all required documentation is complete, accurate, and stored appropriately for audit and governance purposes
- Proactively identify delays or gaps in onboarding activity and follow up to keep progress on track
- Support communication and engagement plans, ensuring clinics and clients remain well‑informed throughout the process
- Prepare regular updates and summaries on onboarding progress for internal stakeholders
- Contribute to the continuous improvement of onboarding processes, templates, and tools
Requirements
What you’ll need- Experience in customer success, onboarding & account coordination
- Experience working with external clients, partners, or customers
- Experience managing multiple stakeholders and coordinating activity across teams
- Experience maintaining trackers, documentation, and process workflows
- Strong organisational and coordination skills, with the ability to manage multiple onboarding activities simultaneously
- Ability to build positive, effective relationships with external partners and internal teams
- Confidence using trackers, CRM systems, and documentation tools
- Familiarity with onboarding processes, customer lifecycle management, or service delivery environments
- Understanding of regulated or operational environments (desirable but not essential)
Benefits
Comp & perks- Competitive contributory pension
- Occupational sick pay
- Long-service awards and refer-a-friend bonuses
- Professional registration fees covered (GPhC, NMC, CIPD and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
- Private healthcare insurance at discounted rates (Aviva)
- Employee Assistance Programme and in-house mental health support
- Access to discounted gym memberships via Blue Light Card and benefits schemes
- Regular health and wellbeing initiatives
- Strong commitment to CPD, training and professional development
- 25 days’ annual leave, increasing with service
- Buy and sell holiday scheme
- Blue Light Card and employee discount platform
- Exclusive discounts at The Springs, Leeds
- 25% off health & beauty purchases
- 25% off Pharmacy2U Private Online Doctor services
- Regular social events throughout the year
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
onboarding processesdocumentation managementdata collectionworkflow managementcustomer lifecycle management
Soft Skills
organizational skillscoordination skillsrelationship buildingcommunication skillsproblem-solving skills