Relationship Manager

Job Title: Relationship Manager 

Reports to: Regional Director 

Direct Reports: 0 

Full time position

Location: Field-based, covering ICBs across London, Kent and Medway 

Salary Range: Up to £48,000, plus commission 

Close Date: 17th August

Kooth PLC are on a mission to use technology as a way to remove any barriers that could prevent someone accessing the mental health support that they need. At Kooth, we create a welcoming space for effective, personalised digital mental health care. Kooth's products are available to over 18 million users in the US and UK, who are able to go online and access effective therapy and wellbeing support by speaking to qualified counsellors to manage their mental health in a safe and anonymous way.

Kooth is the longest-established digital mental health provider in the UK, and became the first digital mental health company to list on the London Stock Exchange in 2020, so now is a great time to join and help us support more people towards better mental health.

We're looking for a Relationship Manager to hold responsibility for a patch of around 10 existing contracts across ICBs in London, Kent and Medway, retaining and growing this book of business while identifying new opportunities within the region.

This is a commercially-minded, consultative role. You'll work closely with Integrated Care Boards (ICBs) to ensure Kooth and Qwell's services are genuinely meeting local priorities for children, young people, and adults—helping to make sure people can access the right mental health support when they need it, whether that's through schools, the NHS, local authorities, employment services, or other community pathways. You won't be "selling" in the traditional sense; you'll be asking insightful questions, understanding gaps in local provision, and demonstrating how Kooth and Qwell can help address those needs.

Essential

• 2+ years' experience in a Relationship Manager, Account Manager, Customer Success, or similar client-facing role.
• Good working knowledge of the NHS; experience within healthcare is preferred, but candidates from other industries with transferable experience are welcome to apply.
• Good working knowledge of PowerPoint and Excel.
• A positive attitude and high work ethic.

Responsibilities

• Own the retention and renewal of a portfolio of circa 10 existing ICB contracts across London, Kent and Medway.
• Identify and convert new business opportunities within your patch, supporting Kooth's wider growth targets.
• Build a clear understanding of each ICB's strategic goals for children and adults mental health, and track how Kooth is performing against them.
• Work consultatively with commissioners and stakeholders -asking open questions, challenging assumptions, and identifying gaps in local service provision.
• Understand the wider health and care landscape in your region, including how schools, NHS services and local authorities fit together to support young people and adults.
• Bring commercial rigour to every conversation -understanding contract value, pricing, and the numbers behind renewal and growth targets.
• Deliver clear, confident presentations to commissioners and stakeholders.
• Report accurately and consistently on contract status, pipeline and performance.

 NHS Knowledge

• Strong understanding of the NHS and how it operates, particularly ICBs, commissioners, and local healthcare priorities.
• Awareness of current healthcare challenges, employment and priorities within local communities.

 Relationship Management

• Build and maintain strong relationships with NHS customers and stakeholders.
• Retain existing contracts and ensure high levels of customer satisfaction.
• Act as a trusted partner rather than a salesperson.

 Consultative Approach

• Understand customer needs through effective consultation.
• Ask insightful, open-ended questions to uncover challenges and service gaps.
• Demonstrate how Kooth's services can help address those needs, without a hard-selling approach.

 Communication & Stakeholder Management

• Excellent verbal and written communication skills.
• Ability to engage confidently with senior NHS stakeholders.
• Present information clearly and build credibility.

Commercial Awareness

• Strong numeracy skills with an understanding of commercial implications.
• Comfortable discussing contract value, renewal opportunities, and performance metrics.
• Success measured partly on Annual Recurring Revenue (ARR) through contract retention and growth.

Customer Success & Retention

• Focus on retaining and strengthening existing partnerships.
• Identify opportunities to expand or improve services where appropriate.
• Ensure customers achieve value from Kooth's services.

Are you looking for a fulfilling career with attractive perks and a supportive work environment? Look no further! We're excited to offer an incredible opportunity with a range of benefits that cater to your professional growth, well-being, and work-life balance.

1. Salary: Up to £48,000, plus up to 20% performance-related commission, based on ARR.
2. Generous Annual Leave: Enjoy 28 days of annual leave, in addition to public holidays, providing you ample time to recharge and spend quality moments with your loved ones.
3. Professional Development: Benefit from our yearly professional training programmes, tailored to your career aspirations and designed to enhance your skills and knowledge.
4. Financial Security: Secure your financial future with our pension contributions and annual company share option awards, giving you a stake in the success of the company.
5. Health and Well-being: Prioritise your health and well-being with our comprehensive AXA Health Insurance and access to an Employee Assistance Programme (EAP), offering 24/7 telephone mental health support and access to GP consultations.
6. Life Assurance: Gain peace of mind knowing that you're covered with life assurance, providing up to four times your annual salary to your loved ones in the unfortunate event of your passing.
7. Flexible Working: Embrace the flexibility of remote and field-based working, allowing you to create a work-life balance that suits your needs.
8. Lifestyle Benefits: Participate in the Cycle to Work Scheme, promoting a healthy and eco-friendly lifestyle, and take advantage of our Incapacity Income Protection to safeguard your financial stability in case of unforeseen circumstances.

At Kooth, we are committed to fostering an inclusive and diverse workplace that values and embraces the unique contributions of every individual. We believe in equal opportunities for all, regardless of race, colour, religion, gender, gender identity or expression or sexual orientation.

Our dedication to creating a fair and unbiased environment is reflected in all aspects of our recruitment, hiring, and employment practices. We strive to provide a work environment that is free from discrimination, where every employee is treated with respect and dignity.

Request for Reasonable Adjustments: We are dedicated to providing reasonable adjustments to applicants and employees with disabilities or individuals who require accommodations to participate in the application process, interviews, or job-related tasks. If you require any reasonable adjustments to ensure your equal participation in our recruitment process, please inform our Human Resources team.

Your openness will allow us to work together to provide appropriate accommodations and ensure a fair and accessible application and employment experience for everyone.

Kooth plc is committed to our responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. We are committed to recruiting candidates who share this commitment to safeguarding, and therefore we apply robust recruitment and selection procedures to ensure that the people selected are right for the job, and that all candidates are appropriately screened prior to appointment. This will include a DBS check.