If you love making things run smoothly and helping people get the most from services, this role puts you right at the centre of it.
Location:
Hybrid
• 1–2+ days/week in Winchester, Hampshire
Type:
Full-time preferred (open to 3–5 days per week, pro-rated accordingly)
Salary:
£30,000–£35,000 per year (full-time equivalent, depending on experience)
About Stellafai:
Stellafai is reinventing how coaching and consulting services are delivered. Our platform aligns coaches, consultants, and coachees around measurable outcomes and helps organisations achieve value faster. By combining immersive workshops, on-demand coaching, AI-powered tools, and engaging storytelling, Stellafai ensures services are outcome-oriented, scalable, and future-ready.
We are now looking for a
Customer Success & Ops Lead
to ensure that those delivering services through Stellafai — and those receiving them — get the very best experience.
About the Role:
This is a hands-on, people-facing role designed to elevate the experience for both coaches and coachees. You'll sit at the heart of Stellafai's delivery, helping us capture, curate, and amplify coaching content while ensuring smooth operations and measurable value delivery.
You'll report into the Co-Founder and work closely with our Engineering, Marketing, and Coaching teams.
While much of the role can be carried out remotely, we'd like you to be
based in or accessible to Winchester
, so you can join the Founder and other team members
1–2 days a week
when it makes sense. A
membership at an inspiring co-working space in Winchester
will be included.
What you'll do:
* Support our Acquire journey
: help turn workshop moments into platform journeys, follow-ups, and compelling stories that attract and retain customers.
* Onboarding & Journeys
– Design onboarding journeys that give coaches and coachees confidence from day one.
* Delivery Ops
– Keep the coaching engine running: sessions scheduled, notes shared, no balls dropped.
* Content & Engagement
– Turn workshops and coaching moments into reusable stories and case studies. Be a trusted point of contact for coaches and coachees, ensuring their needs are understood and followed through.
* Insight & Experimentation
– analyse engagement data, design small experiments, and drive improvements in NPS, activation, and retention.
* AI & Automation
– use AI tools (including our "vibe programming" approach) to accelerate workflows and enhance experiences.
What success looks like (30/60/90):
* 30 days:
Running onboarding playbooks and weekly delivery stand-ups; sessions are scheduled, notes are captured, and nothing slips.
* 60 days:
Time-to-value down (customers onboard faster); coaches have materials and support; weekly content highlights are consistently shipped.
* 90 days:
Engagement + outcome metrics dashboard live; at least two operational workflows automated with AI (e.g. scheduling or content capture).
You'll thrive if:
* You've
shipped customer outcomes
in CS or service Ops at a startup (≈3+ yrs).
* You're
organised and communicative
: calendars, calls, clips, and comms run on rails.
* You're
data-curious
: you look at engagement numbers and adjust.
* You're
tools-savvy
(Sheets/Notion/HubSpot/Calendars) and happy to prompt AI to go faster.
Nice to have:
* Experience with
coaching/learning products
or content editing (basic video/audio trims).
* Light marketing coordination (handing assets to Marketing).
What We're Looking For
* 3+ years' experience in customer success, learning experience design, coaching support, or consulting operations.
* Be based in or near Winchester, with flexibility to work remotely and join us in person 1–2 days a week.
* Strong communication skills — comfortable engaging with coaches, coachees, and stakeholders in energising conversations.
* Curious about AI and excited to explore its applications in service delivery.
* Data-driven mindset with the ability to learn from engagement metrics and translate them into action.
* Creative and organised — equally comfortable capturing video highlights, producing written content, and coordinating operational workflows.
* Experience in customer success, content marketing, or SaaS delivery is a plus.
Why Join Stellafai?
* You'll be joining at a formative stage. As Stellafai grows, you'll shape how our services are delivered and have the chance to evolve into a leader in Customer Success & Operations. We see this role as a long-term cornerstone of our team.
* Enjoy a
membership to a vibrant co-working space
in Winchester, fostering collaboration and creativity.
* Annual UK retreats to the exciting places (recent examples include Isle of Wight and Cornwall)
* Collaborate with smart, values-driven people in a fast-paced, exploratory environment.
* Opportunity for early-stage equity and long-term career growth.
Interview Process:
1. 30-min intro call with Founder
2. 45-min team fit calls
3. Practical task (asynchronous, ≤60 mins) + debrief
4. Founder conversation + references