Client Relationship Manager
Location: Remote (UK-based), with travel within your territory as required (GM/Cheshire and Merseyside/Lancashire OR Midlands in West and East)
Start Date: As soon as possible
Contract Type: Permanent
Salary: £40,000 base | OTE £45,000
About Smoke Free
Smoke Free is a UK-based health tech company with a simple mission: to help people quit smoking for good.
Over 8 million smokers have used our app to stop, supported by behavioural science, data-driven tools, and evidence-based methods.
We've been profitable for over a decade, are established in Germany with DiGA approval, and are now scaling up across both markets.
We're looking for a purpose-driven Client Relationship Manager to help us deepen our impact - working with NHS commissioners and local authority partners to help make the app available for free to more people who want to quit smoking.
The Role
This is a relationship-first Client Relationship Manager role for someone who understands how the NHS and local authorities work and knows how to be a genuinely useful partner to the people within them.
We work with over 100 NHS and local authority accounts across the UK. Our commissioners are busy public health professionals; your job is to make sure they get real value from the app and always feel supported, informed, and ahead of what's next.
You'll own a territory of accounts - monitoring licence usage, sending reports before they're requested, helping commissioners understand how to get more people using the service, and bringing ideas for how to reach residents in their area.
This isn't a sales role; we're looking for someone who wants to be a trusted partner to healthcare providers and commissioners, building long-term relationships grounded in outcomes, not targets.
What You'll Do
- Own a portfolio of NHS and local authority accounts within your territory, acting as a trusted day-to-day partner and primary point of contact
- Initiate regular, structured contact with commissioners - know who you're speaking to this week, what you're sharing, and why it matters to them
- Send performance reports, licence updates, and renewal reminders on schedule and without being asked
- Monitor licence usage across all accounts, flag under-utilisation early, and work with commissioners to understand and address the root causes
- Track renewal pipelines and proactively open conversations about contract extensions and additional funding - informed by your knowledge of how commissioning cycles work
- Help commissioners promote the Smoke Free app locally - bring ideas around GP outreach, hospital road-shows, Tobacco Dependency Advisor engagement, waiting room materials, and more
- Deliver demos and training sessions for commissioners, Tobacco Dependency Advisors, NHS staff, and wider stakeholders - in person where it matters
- Interpret usage data and build clear, commissioner-ready reports that tell a story and recommend next steps
- Maintain accurate records in HubSpot across all accounts, activity, and pipeline
- Travel within your territory on an as-needed basis - occasional in-person visits to build relationships and support key moments (once or twice a month)
What We're Looking For
- Proven experience in account management, client success, or a relationship-focused role - you've managed multiple partnerships simultaneously and built trust over time
- Experience working within or alongside NHS trusts, local authorities, or public health commissioning teams - you understand how these organisations operate, how decisions get made, and what commissioners actually need
- A genuine partner mindset: you're not here to sell, you're here to help - and you know the difference between the two
- Demonstrably proactive: you send the update before it's requested, you flag the risk before it escalates, you bring the idea before you're asked for one
- Comfortable interpreting data and building reports that mean something - not just pulling numbers but explaining what they show and what to do next
- Confident engaging with senior stakeholders - commissioners, NHS leads, public health directors, Tobacco Dependency Advisors - with credibility and without needing support
- Familiar with commissioning cycles, procurement processes, and the funding pressures that shape how public health decisions get made
- Comfortable using CRM tools - HubSpot experience is a bonus - and working with licence dashboards and performance data
- Self-motivated and organised: you manage your own diary, your own accounts, and your own workload without needing to be chased
- Genuine passion for public health and helping people make positive, lasting changes
What We Offer
- A meaningful role contributing to improved public health outcomes across the UK
- The opportunity to play a central role in Smoke Free's next stage of growth
- A supportive, collaborative, and flexible working culture
- Autonomy to manage your territory and build lasting commissioner relationships
- Remote-first working with travel to accounts as required
- Performance-based bonus - rewarding relationship quality and outcomes, not hard sales
- Share options and competitive salary (£40,000 base | OTE £45,000 - bonus based on both individual and company-wide objectives)
How to Apply
If you're excited about using your relationship skills to make a genuine difference to people's lives, we'd love to hear from you.
Our Commitment to Inclusivity
We're committed to building an inclusive workplace and encourage applications from individuals of all backgrounds and abilities.
We value inclusivity and diversity, believing it creates a better working world.
We love to see applicants from all different backgrounds and hire based on skills and potential, not solely focusing on prior experience.
Qualified applicants will receive consideration for employment without regard to age, disability, gender perception or identity, marital status, pregnancy or maternity, race or ethnicity, religion or belief, sex, or sexual orientation.
If you require any accessibility support, please let us know how we can improve your experience.
