Customer Launch Lead

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 - giving them financial tools that directly improve their financial health with less effort.

Every pay day is an opportunity to build better money habits. We make it easy. Employees can accelerate retirement savings with tax-efficient pension top-ups, build a safety net effortlessly with auto savings, or access their already-earned salary ahead of pay day for emergencies.

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.

The Customer Launch Lead leads My Money Matters' Launch team: the function responsible for taking every new employer from contract signature to a live, well-adopted account in under 30 days. The role combines hands-on ownership of our highest-value and most complex launches with managing and developing a small team of Customer Launch Managers.

This role reports into the Head of Account Management, reflecting that launch is the first chapter of the ongoing account relationship - get it right, and Account Management inherits a live, well-understood account that is ready to grow.

Key Responsibilities

Leading launches across the team

Hold the portfolio view of every launch in flight across the team, tracking progress against the 30-day target

Allocate incoming launches to Customer Launch Managers, matching complexity to experience and keeping workload balanced

Act as the escalation point for launches at risk, stepping in to unblock or reassign as needed

Own the handover from Sales at contract signature for the most complex or highest-value accounts, confirming scope, products, key contacts and launch date

Run kick-offs and agree launch plans for your own portfolio, alongside overseeing the team's

Set and track pre-launch sign-up targets across all the team's launches, directing employee communications with the employer and Marketing

Own the handover to Account Management for your own launches, and quality-check the team's handovers, so every live customer is passed on with a clear record of scope, stakeholders, sign-ups and next opportunities

Standards and continuous improvement

Maintain and evolve the team's launch playbook, templates and tools, so launches stay fast, consistent and repeatable

Spot patterns across launches - common blockers, slow points, what drives sign-up - and turn them into improvements the whole team uses

Partner with Product and Engineering on set-up friction and with Marketing on sign-up campaign materials

Cross-functional and senior stakeholder management

Represent the Launch team with Sales, Marketing, Product, Engineering and Account Management leadership

Feedback to Sales on what speeds up or slows down launch, so deals are shaped to launch well

Report to the Head of Account Management on launch pipeline, performance and risk

Team Leadership

Line-manage Customer Launch Managers (2 direct reports initially, may flex to 1), setting clear objectives tied to time-to-launch and sign-up targets

Run regular 1:1s, coaching conversations and performance reviews, and support career development within the team

Lead recruitment and onboarding as the team grows or changes

Balance a hands-on portfolio of launches with the time needed to manage and support the team well

Build a team culture of pace and ownership, where launches are delivered to a high standard with minimal day-to-day direction.

Skills & Competencies

Core Skills

Strong track record of delivery and coordination, running several launches or projects in parallel and hitting dates

Experience managing or mentoring others, ideally with direct line management experience (strong first-time managers with proven informal leadership will also be considered)

Pace and urgency: removes blockers rather than waiting for them to clear, and instils that mindset in others

Confident with payroll, data and integration requirements, and able to lead those conversations with customers and coach others to do the same

Campaign mindset: knows how to drive employee take-up through clear, well-timed communications

Communicates clearly and confidently with stakeholders at all levels, from payroll teams and HR directors to senior internal leadership

Comfortable balancing hands-on delivery with people management and team-level reporting

Experience & Background

Proven track record delivering customer onboarding, implementation or launches in a SaaS or platform business, ideally as a Customer Launch Manager or equivalent

Experience managing or developing team members, even informally (for example mentoring, leading a workstream, or deputising for a manager)

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

What the Role Is Not

A reactive technical support role

A back-office set-up role: launch success is measured by sign-ups, not just go-live

A long-term account role: once a customer is live, the Account Manager takes over

A role requiring task-level direction

This role suits someone who loves pace and ownership and wants to see every launch go live quickly with employees signed up and ready to benefit.

Benefits

• 🇬🇧 Remote working within the UK
• Work remotely from anywhere in the UK, giving you flexibility to work where you perform at your best.

• 🖥️ Home office budget
• Receive a £200 annual budget to help you set up and improve your home working space.

• 🌴 Annual leave
• 25 days’ annual leave, increasing with tenure, plus the option to purchase up to 5 additional days each year.

• 🎂 Birthday off
• Take your birthday off, because everyone deserves time to celebrate properly.

• 🤝 Collaborative team bonus
• For non-commission roles, you’ll be part of our collaborative team bonus scheme, recognising shared success across the business.

• 💰 Pension scheme
• Access to our pension scheme.

• ✨ Perkbox salary sacrifice schemes
• Access salary sacrifice schemes through Perkbox, including car leasing, gym memberships and tech purchases.

• 🩺 Medical cashback scheme
• Helping with everyday healthcare costs.

• 👶 Enhanced parental leave
• Support during important life moments.

• 🎉 Team connection
• Regular opportunities to connect as a team, including our annual Summer Conference.