At a Glance
- Tasks: Manage enterprise customer relationships and leverage AI to enhance success.
- Company: Join a forward-thinking company revolutionising Customer Success with AI.
- Benefits: Competitive salary, remote work, generous leave, and equity opportunities.
- Other info: Enjoy a collaborative culture with regular team socials and personal growth.
- Why this job: Shape the future of Customer Success while building impactful relationships.
- Qualifications: 5+ years in Customer Success with strong technical and commercial skills.
The predicted salary is between 50000 - 70000 £ per year.
About Club
At Club, we help some of the world's biggest consumer brands build thriving ambassador communities that generate content, sales and genuine customer advocacy.
Our platform powers brands including Celsius, Optimum Nutrition, Daniel Wellington, Desenio, Bethesda, NA-KD and hundreds more across fashion, beauty, food, fitness and lifestyle.
One day you might be helping a global brand launch a creator campaign across ten countries.
Then next you'll be solving an integration challenge with a customer's development team or showing a CMO how their community generated thousands of pieces of content and millions in tracked revenue.
No two days are the same.
We're also building what we believe Customer Success will look like over the next five years.
AI isn't something we're experimenting with.
It's become part of how we work every day.
We're redesigning Customer Success around Claude, automation and intelligent workflows so our team spends less time on repetitive tasks and more time solving meaningful customer problems.
If you're excited by technology, love building relationships and want to help shape the future of Customer Success, you'll fit right in.
About the role
This isn't a traditional Customer Success Manager role. We're looking for someone who combines exceptional relationship management with technical curiosity and AI capability.
You'll own a portfolio of strategic enterprise customers across multiple markets.
You'll become a trusted advisor to senior stakeholders, solve complex technical challenges, identify commercial opportunities and use AI to improve customer outcomes while increasing your own capacity.
Building great customer relationships is expected. Using AI to make yourself and your team dramatically more effective is what will set you apart.
What you'll do
- Own a portfolio of enterprise customers with responsibility for retention, expansion and customer health.
- Build trusted relationships with senior stakeholders and become their strategic partner.
- Lead Business Reviews on request, Success Planning and executive conversations.
- Monitor customer health, adoption, ROI and commercial performance.
- Identify churn risks early and create recovery plans before problems escalate.
- Spot expansion opportunities and partner with Sales to grow existing accounts.
- Troubleshoot technical issues including integrations, discount codes, affiliate tracking and platform configuration.
- Work closely with Product, Engineering and Integrations to resolve complex customer challenges.
- Build bespoke reports and translate data into clear recommendations customers can act on.
- Keep CRM records, success plans and account documentation accurate and up to date.
- AI is part of the job. This is not a company where AI is optional. We expect every Senior CSM to use AI every day to improve how they work.
You'll be expected to
- Utilise Claude Code and skills to enhance customer management
- Create AI workflows that remove repetitive manual work.
- Develop prompts that produce consistent, high-quality customer communications.
- Turn customer knowledge into reusable AI resources for the wider team.
- Find new ways to increase capacity without sacrificing quality.
- Share successful AI workflows and skills so the whole team benefits.
The goal is simple: spend less time on admin and more time creating value for customers.
What we're looking for
Essential
- 5+ years in Customer Success, Account Management or a similar customer-facing Saa S role.
- Experience managing complex enterprise customers.
- Strong commercial mindset with a track record of retaining and growing accounts.
- Confident presenting to senior stakeholders and executives.
- Excellent written and verbal communication.
- Highly organised with strong prioritisation skills.
- Comfortable analysing data and turning insights into action.
- Curious about AI with proven experience using tools such as Claude Code to improve productivity.
- Bonus points
- Experience with Shopify, e Commerce or marketing technology.
- Experience working with APIs or software integrations.
- Metabase, SQL or data analysis experience.
- Experience building AI workflows and automations using tools such as Claude Code and n8n
- How we'll measure success
Within your first 12 months you'll
- Build strong executive relationships across your customer portfolio.
- Deliver high retention and expansion performance.
- Reduce manual work through AI and automation.
- Introduce reusable AI workflows and skills that improve how the wider Customer Success team operates.
- Improve customer health and engagement across your accounts.
- Raise the standard for how Customer Success is delivered at Club.
Why Club?
Customer Success is changing rapidly. We believe AI will create the biggest shift our profession has ever seen.
We're building a team that embraces that change instead of fearing it. If you're the kind of person who constantly asks, \"How could AI do this better?\", you'll fit right in.
Benefits
- Competitive salary
- we pay well & reward performance
20 days annual leave , plus up to 5 additional days based on length of service, in addition to bank holidays.
- 12 Club Days each year
- dedicated monthly days - we call them ‘Club Days’ where the whole company takes a step back from day-to-day work, resets, relaxes, plans, and prepares for the month ahead.
A perfect day for life admin so you can enjoy your weekends.
Fully remote working , giving you the flexibility to work from wherever you’re most productive.
Company socials to connect, celebrate successes, and have fun as a team.
Equity opportunities , giving you a genuine stake in the company’s future success.
A collaborative, supportive, and enjoyable team culture where your contributions make a real impact.
Senior Customer Success Manager in Cambridge employer: Club (formerly Brandbassador)
At Club, we pride ourselves on being an innovative employer that champions the future of Customer Success through AI and technology. Our fully remote work culture offers flexibility and a strong focus on employee well-being, with generous leave policies and dedicated 'Club Days' for personal development. We foster a collaborative environment where your contributions are valued, and you have ample opportunities for growth and to make a meaningful impact on global brands.
Contact Details:
Club (formerly Brandbassador) Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in Cambridge
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Club (formerly Brandbassador). Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Club (formerly Brandbassador) before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager in Cambridge
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Club (formerly Brandbassador):Your cover letter is your chance to shine! Tell us why you want to work at Club (formerly Brandbassador) specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Club (formerly Brandbassador)!
How to prepare for a job interview at Club (formerly Brandbassador)
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
