3Search is partnering with one of the UK’s fastest-growing neurotech companies to hire their first Customer Success Manager. You’ll be joining an early-stage, rapidly growing business where you’ll have the autonomy to build Customer Success from the ground up and as the company grows, have the opportunity to grow into a leadership role. The business has developed a first-of-its-kind health technology product designed to help people better manage chronic stress. As the first Customer Success hire, you’ll take ownership of the entire post-purchase customer journey, from onboarding and activation through to engagement, retention and ongoing support. You’ll have the opportunity to look at what exists today, understand the customer journey and decide what great Customer Success should look like as the business scales. A key part of the role will be building the systems, processes and technology behind the function, using AI and automation wherever possible to create a customer experience that can scale without simply adding more people. Building Customer Success processes, workflows and playbooks from an early starting point Developing support operations including ticket management, escalation processes and knowledge resources Identifying opportunities to use AI and automation to improve the customer experience Reviewing and developing the CS and support tooling stack Creating a strong voice-of-customer feedback loop across product, clinical and marketing Three years of experience within Customer Success, Customer Experience or a similar customer-focused role Experience improving or building customer journeys, processes and playbooks Hands-on experience with Customer Success, support or ticketing platforms An interest in AI and automation and how technology can be used to create a better, more scalable customer experience Hybrid working with around 2 days per week in the London office ~ Clear progression into Customer Success leadership, with the opportunity to build and lead the team as the business grows internationally If you’re currently working in Customer Success or Customer Experience and like the idea of taking everything you’ve learned and using it to build a function from the ground up, I’d love to hear from you!
CSM Manager in London employer: 3Search
Join an innovative international consumer technology business that values creativity and offers real ownership from day one. With a flexible hybrid working model in London, you'll have the chance to influence video strategy across global markets while collaborating with experienced professionals in a supportive and inclusive environment. This role not only promises immediate project impact but also provides opportunities for personal and professional growth in a dynamic and ambitious setting.
