Client Services Manager

The Company:

Fertifa is a leading provider of employee benefits, covering all underserved areas of healthcare. Fertifa fills the gaps between PMI provision and general practice healthcare to offer inclusive and comprehensive health benefits for all employees, in one place. Our mission is to make personal healthcare accessible for all individuals, regardless of gender, sexual orientation, age, or relationship status.

We have a long-standing legacy of providing reproductive health and neurodiversity clinical support to global Enterprises and SMEs alike. Today, our services extend across fertility and family-forming, maternity, menopause, women’s and men’s reproductive health and neurodiversity, (with Mental Health, Lifestyle and Infant care coming soon), offering clinical and wellbeing support, educational resources, and financial assistance - all through our Fertifa app.

After acquiring Juniper Reproductive Health and completing a seed extension in 2025, we are now entering an exciting phase of growth. As we scale, we’re building a team of mission-driven, high-performing individuals passionate about transforming employer-funded healthcare.

The next step in our journey? We’re looking for a passionate Client Services Manager to join the team.

The Role:

The Client Services Manager is a strategic role designed for a professional who can manage high-stakes client relationships with autonomy and expertise. The ideal person will be focused on account health, retention, and strategic growth. They will be the primary partner for our mid-to-large enterprise clients, ensuring that Fertifa is deeply integrated into their wellbeing strategy. This role reports to the Head of Client Services and serves as a vital link between our clients and our internal product and clinical teams.

Key Responsibilities

• Strategic Account Ownership:Manage a portfolio of key accounts, serving as the senior point of contact for HR Directors and Benefit Managers to ensure Fertifa’s value is consistently delivered.
• Retention & Renewal Strategy:Support the commercial team through the renewal process for your accounts, identifying opportunities for expansion and ensuring long-term partnership stability through delightful service delivery.
• Data-Led Reviews:Transform engagement data into strategic narratives, presenting quarterly business reviews (QBRs) that demonstrate ROI and clinical impact to client stakeholders. Understand the tools required to elicit crucial business intel from these sessions to further deepen relationships.
• Client Advocacy & Feedback:Act as the "voice of the customer" internally, collaborating with Product and Clinical teams to influence the roadmap based on client needs.
• High-Level Onboarding:Oversee the implementation of complex new clients, ensuring that every launch is perfectly aligned with their specific corporate culture, and that success goes well beyond the first three months.
• Team Mentorship:Provide guidance and support to other colleagues, helping to foster a culture of high performance and operational excellence.
• Escalation Management:Collaborate with Head of CS to handle complex client inquiries or service challenges with professionalism, providing "natural assurance" and swift resolutions.
• Webinar & Content Strategy:Lead high-visibility webinars and educational sessions for your clients, positioning Fertifa as a thought leader in reproductive health.

Qualifications & Experience

• Proven Success:3-5 years of experience in Customer Success, Account Management, or a similar relationship-focused role, ideally within B2B SaaS or Benefits.
• Growth Mindset:Strong understanding of account health metrics, renewal risks, and how to drive organic growth within a client portfolio.
• Stakeholder Management:Exceptional ability to build relationships with C-suite and senior HR stakeholders. Experience in delivering a white glove, exceptional service, is crucial.
• Analytical Ability:Proficient in using HubSpot and data tools to track account performance and member engagement.
• Sector Knowledge:Experience in employee benefits, private medical insurance (PMI), or the HR-tech landscape is highly advantageous.

Skills & Attributes

• Strategic Thinker:Ability to balance immediate client needs with long-term strategic goals.
• Empathetic Communicator:Natural ability to discuss sensitive health topics-such as fertility and menopause-with compassion and professionalism.
• Proactive Self-Starter:High energy and "hustle," with the ability to navigate the fast-paced environment of an early-stage start-up.
• Organisational Excellence:Fastidious attention to detail, especially when managing co-branded collateral and client communication plans.
• Innovation-Led:Open-mindedness to utilizing AI tools to improve efficiency and enhance the client experience.

What we offer:

• Competitive salary
• Hybrid working (in the office 3 days per week) with office near London Bridge (SE1)
• 25 days holiday + bank holidays per annum
• 3 wellbeing days per annum
• Comprehensive healthcare cash plan
• EMI share option scheme (4-year vesting with 1 year cliff)
• Enhanced family-forming, fertility, menopause, women's health and men's health policies, neurodiversity, as well as progressive health leave for reproductive health challenges
• Discounted reproductive health benefits e.g., family-forming, fertility, menopause, women's health and men's health policies, neurodiversity
• Team socials
• £300 monthly travel allowance
• £1k learning budget per year, post probation
• Plus other company benefits such as charity payroll giving, cycle to work, and employee referral bonuses

Fertifa is an inclusive employer, welcoming applicants from all backgrounds. If you’re passionate about making a difference in people’s lives and thrive in a mission-driven workplace, we’d love to hear from you.

Do let us know if you require any reasonable adjustments for an optimal interviewing process.

Application Process:

• First round:
  • Initial screening call with Talent Team (30 mins) (virtual)
• Second round:
  • Screening call with our Head of Client Services (30 mins) (virtual)
• Third round:
  • Task (given ahead of time) to be presented, whilst meeting the wider team (in person)
• Final round:
  • Interview with Executive Director (20 mins) (virtual)