Careers at GoodShape | Client Success Specialist

Background:

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.

About Role:

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.

Core Objectives:

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: 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.

Key Responsibilities:

Management of Smaller Client Accounts:

Manage a portfolio of smaller client accounts, handling their day-to-day needs ensuring ongoing satisfaction, system engagement, and timely issue resolution.
Schedule and plan check-in calls, and meetings as required, ensuring your clients feel supported and informed.
Identify service improvement or upsell opportunities and escalate where appropriate.
Maintain account documentation and update internal trackers and reporting.

Operational and Platform Support & Ticket Management:

Manage and action Client Support tasks, prioritising effectively and ensuring SLAs are met.
Raise internal helpdesk tickets when needed, and track to resolution.
Update system configurations (e.g., user permissions, alerts) as required for clients.
Monitor and maintain data quality for both your assigned accounts and broader client base, including uploads, adjustments, and corrections.

Client Relationship & Support:

Support the Client Success team with larger clients, including preparing meeting materials, tracking actions, and handling follow-ups.
Provide training and demonstrations to clients on how to use the platform and reporting tools.
Ensure all client communication is clear, timely, and aligned with service level agreements.

Operational and Commercial Support:

Support client invoicing processes by ensuring accurate data and documentation.
Assist Client Success Managers in preparing reports and presentations for strategic accounts, as well as for your own accounts.
Participate in internal planning meetings and contribute ideas for improving the client experience across all accounts.

Internal Collaboration and Compliance:

Coordinate with internal teams (e.g., Call Centre, MI Team, Product Development) to align on client needs and SLAs.
Ensure all actions and communications meet internal compliance, quality, and data protection standards.
Help maintain internal resources such as client knowledge bases and internal intranet content.

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.

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 onboarding is a plus.

Key Performance Indicators:

Timely resolution of client queries and service tickets.
High client satisfaction and positive feedback from client stakeholders.
Data accuracy and system compliance across assigned clients.
Contribution to account retention and growth initiatives.
Demonstrated learning and development in key skill areas (e.g., commercial acumen, strategic support).

This is by no means a definitive list, and from time to time the role may require the individual to support, drive and undertake tasks which fall outside of the formal job description above.

Client Success Specialist