Customer Success Manager
Help Older People Stay Strong, Mobile, and Independent for Life
The Role
If you love looking after people, spotting risk before it becomes a problem, and turning “I’ll probably cancel” into “I’m so glad I stuck with this”… this is for you.
Lifelong Mobility is looking for a full‑time Customer Success Manager to own the member experience after purchase: onboarding, engagement, community, and churn reduction.
Your mission:
Get new members using the program in their first 30 days, keep them progressing through their plan, and make it easy for them to stay with us for years.
This is not a call‑centre support role. You’ll be the operator behind our retention systems: designing touch points, running onboarding calls, watching the data, and constantly improving how we support our members.
About Lifelong Mobility
Lifelong Mobility is an online health brand set up by physiotherapist Will Harlow helping people over 50 regain strength, improve movement, and stay independent for life.
* 2,000+ paying members worldwide
* Globally recognised brand (Will Harlow / HT Physio)
* Programs specifically designed for older people, with a simple 20‑minute‑a‑day structure
We’re a small, mission‑driven team. If you want to work closely with our founder and see your work directly reduce pain, fear, and decline for thousands of people, you’ll like it here.
What You’ll Do
Day to day, you will:
* Welcome new members and run short onboarding calls (1:1 or small group)
* Help our members pick the right path within the program
* Show them exactly how to use the program
* Book the next touchpoint before they leave the call (BAMFAM)
* Own the first 30 days of the journey with simple, thoughtful follow‑ups (email / message) at key moments so they feel guided, not left alone
* Check in with members at 2, 4, 8 and 12 weeks to keep them on track and catch issues early
* Manage the member support inbox: clear, warm replies within 24 hours, plus spotting patterns and fixing root causes
* Look after the members’ community:
o 2–3 helpful posts each week
o Make sure no post goes unanswered
o Encourage members to share wins and support each other
* Track core retention metrics (activation, completion, churn, common issues) and bring simple ideas to improve them
* Turn repeat questions into FAQs, templates, and checklists so the system gets better over time
Who You Are
You’ll thrive in this role if:
* You genuinely like helping people and can speak with empathy to older adults who may be anxious about their health
* You are organised and reliable; people trust you to keep your word and follow through
* You notice patterns: “We’re getting the same question every week – let’s fix the root cause”
* You are calm under pressure and good at de‑escalating worries over email or Zoom
* You’re happy in a blend of “talking to people” and “quiet time in systems and spreadsheets”
* You love making other people’s day and consistently go above and beyond to surprise and delight customers
Must‑haves
* Excellent written and spoken English
* Confident on Zoom and over the phone
* Strong organisation and attention to detail
* Comfortable and fast with tools like Gmail, Google Calendar, Calendly, Zoom, Kajabi, online groups, and basic CRM/helpdesk software
* Able to work full‑time in our Farnham office
Nice‑to‑haves
* Experience in customer success / account management / community for a digital product or membership
* Experience working with an older audience
* Basic familiarity with platforms like Kajabi, GoHighLevel, or similar
What We Offer
* Salary: £30,000–£36,000 depending on experience + potential for performance bonus
* Potential for growth and progression within the company
* In‑office role for first 6 months minimum, then more flexibility depending on performance
* Direct mentorship from founder Will Harlow
* A front‑row seat inside a fast‑growing media + education company
* The satisfaction of seeing your work directly improve people’s strength, confidence, and independence
How To Apply
Read this carefully. Applications without the following will NOT be considered. Email will@lifelongmobility.co with:
* A short cover letter (max 500 words) answering:
o Why this role and why now?
o Tell us about a time you prevented a customer from cancelling or dropping off. What did you do?
o How would you help a 68‑year‑old new member who feels overwhelmed and is thinking of quitting after week 2?
* Use the subject line: “Customer Success Manager – [Your Name]”.
Seniority level
* Entry level
Employment type
* Full‑time
Job function
* Customer Service
Industries
* Health and Human Services
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