This growing, education-led business supports health professionals and professional services businesses looking to build commercially sustainable, values-driven organisations.
Client Details
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.
Description
The role
The 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 responsibilities
Customer journey and onboarding
Own onboarding across memberships and one-off programmes
Reduce time-to-value by making next steps, outcomes and success paths clear
Design and embed structured success plans, milestones and touchpoints
Value, engagement and outcomes
Translate customer activity and usage into meaningful outcomes
Identify early signs of disengagement or churn
Create simple indicators of customer health and success
Retention, growth and conversion
Proactively reduce churn through structured engagement
Improve conversion between one-off customers and ongoing memberships
Support renewals and expansion in a way that feels consultative and value-led
Voice of the customer
Capture insight, feedback and friction points
Turn qualitative insight into clear, prioritised input for internal teams
Represent customer needs internally with confidence and clarity
Internal coordination and delivery
Maintain clear ownership, actions and timelines across teams
Ensure strong handovers between Marketing, Tech, Education and Support
Bring structure, momentum and accountability to customer delivery
Systems and scalability
Maintain CRM hygiene, success playbooks and onboarding frameworks
Help define metrics that reflect genuine customer health
Leverage automation, AI and SaaS tools to enhance service delivery
Profile
Core experience and capabilities
Experience in Customer Success, Account Management or a similar customer-facing role (in a Saas, Education or similar background)
Strong commercial awareness, with an understanding of retention, lifetime value and growth
Experience improving or rebuilding existing customer-facing processes or functions
Strategic thinker who prioritises impact over activity
Calm, decisive and comfortable operating with ambiguity
Clear communicator able to align stakeholders and manage challenging conversations
Confident using CRM and workflow tools
Nice to have
Experience in a scaling or fast-moving SME
Exposure to memberships, subscriptions or online communities
Experience working with remote or international teams
Familiarity with metrics such as NPS, CSAT or customer health scoring
Interest in professional education, services or membership-based models
Knowledge of AI-driven customer support tools
Exposure to direct-response or funnel-based environments
Job Offer
What's on offer
Salary: £45,000-£50,000 per annum (DOE)
28 days' holiday plus bank holidays, plus your birthday off
Hybrid working (3 days per week in the office)
Company pension
Flexitime around core hours (10am-4pm)
On-site parking at a stunning office
A collaborative, high-energy team with a strong sense of purpose
The opportunity to rebuild and shape a critical function
