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About the Role
The Customer Launch Lead leads My Money Matters' Launch team, responsible for transitioning new employers from contract signature to a live, well-adopted account within 30 days. This role involves hands-on ownership of complex launches and managing a team of Customer Launch Managers, reporting to the Head of Account Management.
Responsibilities
- Lead launches across the team, tracking progress against the 30-day target.
- Allocate incoming launches to Customer Launch Managers, balancing complexity and workload.
- Act as the escalation point for at-risk launches, providing support or reassigning as needed.
- Own the handover from Sales for complex or high-value accounts, confirming scope, products, contacts, and launch dates.
- Run kick-offs and agree launch plans for personal portfolio and oversee team's plans.
- Set and track pre-launch sign-up targets, directing employee communications.
- Own the handover to Account Management for personal launches and quality-check team handovers.
- Maintain and evolve the team's launch playbook, templates, and tools.
- Identify patterns in launches to drive improvements for the team.
- Partner with Product and Engineering on set-up friction and with Marketing on sign-up materials.
- Represent the Launch team with Sales, Marketing, Product, Engineering, and Account Management leadership.
- Provide feedback to Sales on launch process improvements.
- Report to the Head of Account Management on launch pipeline, performance, and risk.
- Line-manage Customer Launch Managers, setting objectives and supporting career development.
- Lead recruitment and onboarding for the team.
- Balance a hands-on launch portfolio with team management responsibilities.
- Foster a team culture of pace and ownership for high-standard launches.
Requirements
- Proven track record of delivery and coordination, managing multiple launches/projects in parallel and meeting deadlines.
- Experience managing or mentoring others, with direct line management experience preferred.
- Ability to act with pace and urgency, removing blockers and instilling this mindset in others.
- Proficiency with payroll, data, and integration requirements, and ability to lead these conversations.
- Strong campaign mindset to drive employee take-up through clear communications.
- Clear and confident communication with stakeholders at all levels.
- Comfortable balancing hands-on delivery with people management and team reporting.
- Proven track record delivering customer onboarding, implementation, or launches in a SaaS or platform business.
- Experience managing or developing team members, even informally.
- 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.
Skills
- Delivery and coordination
- Project management
- Mentoring
- Line management
- Pace and urgency
- Problem-solving
- Payroll
- Data analysis
- Integration requirements
- Campaign management
- Employee communication
- Stakeholder management
- SaaS
- Platform business
- Customer onboarding
- Customer implementation
- Team development
- User adoption
- Employee adoption
- HR systems
- Financial wellbeing
Location
- Remote (UK)
Work Type
- Remote
- Full-time
Experience Level
- Management experience
- SaaS experience
- Customer onboarding experience
Benefits
- Remote working within the UK
- £200 annual home office budget
- 25 days’ annual leave, increasing with tenure
- Option to purchase up to 5 additional days of annual leave
- Birthday off
- Collaborative team bonus scheme
- Pension scheme
- Perkbox salary sacrifice schemes (car leasing, gym memberships, tech purchases)
- Medical cashback scheme
- Enhanced parental leave
- Regular team connection opportunities
About the Company
- 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.
- We provide employees with financial tools that directly improve their financial health with less effort.
- 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.