About us:
Spectrum.Life is a whole-of-health digital partner that guides organisations and their people to thrive, delivering clinically backed digital health, mental health and wellbeing solutions.
Our HealthTech delivers digital transformation for Insurers, Educators and Employers through Co-creation or seamlessly integrated out-of-the-box solutions, that decrease digital fragmentation and engage, empower, and transform their people’s lives.
Established in 2018 by Stuart McGoldrick and Stephen Costello, Spectrum.Life provides services internationally to over 7.2m insurance members, 3,000 corporate clients, 60 universities and 650,000 university students. Spectrum.Life currently employs over 350 people.
Our vision is to change and save as many lives as possible.
Role Brief:
We are looking for a motivated, detail-oriented Customer Onboarding Executive to lead clients through a smooth, confident transition from sale to launch and beyond. You will be the primary point of contact during the onboarding phase, responsible for coordinating all activities to ensure the successful delivery and implementation of our wellbeing products.
This role involves managing multiple onboarding projects simultaneously-balancing technical configuration, partner documentation, internal workflows, and client readiness. You will work cross-functionally with Commercial, Product, Marketing, and Clinical Operations teams to ensure our solutions are deployed effectively and clients feel supported every step of the way, including a structured hyper-care period after launch.
Responsibilities:
- End-to-End Onboarding Management
Lead and coordinate the full client onboarding lifecycle—from initial welcome through to platform launch, product activation, and hyper-care support. - Client Partnership & Relationship Building
Act as the trusted partner for new clients, ensuring expectations are managed, communications are clear, and service outcomes align with business goals. - Customisation & Technical Coordination
Work closely with internal teams to manage product configuration, customisation, and documentation. Translate client needs into actionable development or setup tasks. - Cross-Functional Delivery Planning
Collaborate with Sales, Product, Marketing, Operations, and Clinical teams to build tailored onboarding and go-live plans, ensuring dependencies are managed and delivery timelines are met. - Marketing & Communications Enablement
Support clients in onboarding their own employees by directing them to ready-made marketing and communications toolkits or collaborating with our Marketing team to deliver bespoke resources when required. - Documentation & Compliance
Ensure onboarding trackers, client records, and partnership documents (e.g., SLA, technical specs, launch checklists) are up-to-date, consistent, and properly version-controlled. - Hyper-Care & Post-Launch Support
Deliver a structured hyper-care plan post-launch (typically 30–60 days), with weekly check-ins to ensure platform usage, address feedback, and reinforce client confidence. - Continuous Improvement
Identify patterns in client onboarding feedback, recommend enhancements to processes and tools, and contribute to the development of onboarding frameworks and SOPs.
Requirements:
- Be a self-starter, be highly organized and have strong communication skills.
- Minimum 3 years in a client-facing (Account Management, Customer Success), or Onboarding role within SaaS, digital health, or B2B services.
- Strong project management and multitasking capabilities; experience handling concurrent onboarding projects.
- Comfortable interpreting and managing product documentation and technical specifications.
- Experience with CRM systems (e.g. Salesforce) and task management tools (e.g., Monday.com).
- Proven ability to work cross-functionally and thrive in a fast-paced, outcome-driven environment. Experience working with product and engineering teams is preferred.
- Proactive problem solver with strong ownership and accountability
- Experience designing or delivering hyper-care support plans and/or client education materials is a plus.
- Experience working in the healthcare or health tech sector is preferred.
What are the benefits of working at SPECTRUM.LIFE?
- Full-time Maternity Leave Contract
- 24/7 EAP and a wide range of health and wellbeing supports
- Opportunity to work remotely as part of a dynamic and supportive team
- Extensive list of employee perks and benefits https://app.box.com/s/zo4f2ipvf5gsnfnbhe0w2439zqk4rdhn
