1. Rebuild and reshape an existing Customer Success function
2. Play a central role in membership growth and retention
About Our Client
Through online programmes and a paid membership model, the business provides practical education, systems and ongoing support to customers operating Globally. Customers may engage through one-off programmes or through longer-term membership, with Customer Success playing a key role in helping individuals and businesses understand how to get the most value from the full ecosystem.Customer Success sits at the heart of the operating model. It is not a reactive support function, but a proactive, commercially minded capability focused on engagement, retention, membership growth and long-term customer value.The Customer Success function already exists and has evolved over time. The business is now entering a rebuild phase, with the opportunity to strengthen foundations, refine customer journeys and put scalable systems in place to support continued growth. Longer term, the ambition is to build a large, engaged global community of professional customers with a strong sense of identity, trust and shared purpose.
Job Description
The roleThe Customer Success Manager owns customer and member outcomes end-to-end - from first enquiry and onboarding through to adoption, engagement, renewal and retention.A core focus of the role is improving how customers move through the ecosystem: supporting one-off customers to see the value of membership, and ensuring members engage fully with the broader range of products, services and community resources available to them.The role combines hands-on delivery (including inbox and chat-based customer interaction where required) with strategic redesign, focusing on customer journeys, success frameworks, engagement models and internal coordination.The role works closely with Marketing, Education, Technology, Production and Operations to ensure customers don't just purchase - they understand, apply and benefit from what they've invested in.This is a hybrid role, with three days per week based in Holmes Chapel.Key responsibilitiesCustomer journey and onboarding
3. Own onboarding across memberships and one-off programmes
4. Reduce time-to-value by making next steps, outcomes and success paths clear
5. Design and embed structured success plans, milestones and touchpoints
Value, engagement and outcomes
6. Translate customer activity and usage into meaningful outcomes
7. Identify early signs of disengagement or churn
8. Create simple indicators of customer health and success
Retention, growth and conversion
9. Proactively reduce churn through structured engagement
10. Improve conversion between one-off customers and ongoing memberships
11. Support renewals and expansion in a way that feels consultative and value-led
Voice of the customer
12. Capture insight, feedback and friction points
13. Turn qualitative insight into clear, prioritised input for internal teams
14. Represent customer needs internally with confidence and clarity
Internal coordination and delivery
15. Maintain clear ownership, actions and timelines across teams
16. Ensure strong handovers between Marketing, Tech, Education and Support
17. Bring structure, momentum and accountability to customer delivery
Systems and scalability
18. Maintain CRM hygiene, success playbooks and onboarding frameworks
19. Help define metrics that reflect genuine customer health
20. Leverage automation, AI and SaaS tools to enhance service delivery
The Successful Applicant
Core experience and capabilities
21. Experience in Customer Success, Account Management or a similar customer-facing role (in a Saas, Education or similar background)
22. Strong commercial awareness, with an understanding of retention, lifetime value and growth
23. Experience improving or rebuilding existing customer-facing processes or functions
24. Strategic thinker who prioritises impact over activity
25. Calm, decisive and comfortable operating with ambiguity
26. Clear communicator able to align stakeholders and manage challenging conversations
27. Confident using CRM and workflow tools
Nice to have
28. Experience in a scaling or fast-moving SME
29. Exposure to memberships, subscriptions or online communities
30. Experience working with remote or international teams
31. Familiarity with metrics such as NPS, CSAT or customer health scoring
32. Interest in professional education, services or membership-based models
33. Knowledge of AI-driven customer support tools
34. Exposure to direct-response or funnel-based environments
What's on Offer
What's on offer
35. Salary: £45,000-£50,000 per annum (DOE)
36. 28 days' holiday plus bank holidays, plus your birthday off
37. Hybrid working (3 days per week in the office)
38. Company pension
39. Flexitime around core hours (10am-4pm)
40. On-site parking at a stunning office
41. A collaborative, high-energy team with a strong sense of purpose
42. The opportunity to rebuild and shape a critical function