Customer Success Graduate Programme in London

Requirements

• Curious, proactive individuals who are keen to learn and grow
• Excellent verbal and written communication skills
• Strong relationship-building ability, both internally and externally
• Analytical mindset, comfortable interpreting data and creating insights – proficiency in Excel!
• Organised and able to manage multiple priorities simultaneously
• Passionate about customer success and solving problems for customers
• Interest in emerging technologies and excited by the potential and opportunity AI brings

What the job involves

The Centre of Excellence is Fospha's early‑careers programme that develops ambitious, high‑performing talent through focused training, hands‑on experience and cross‑functional exposure. Starting in Customer Success, you’ll gain foundational experience while being prepared for future opportunities across the organisation. The programme operates on four key principles:

• Individual Responsibility from the Get Go: You will quickly be responsible for the success of your accounts, able to make an individual impact early in your career
• Work alongside SLT at Leading Businesses: You will be engaging with Senior Leadership and C‑Level executives at the leading retail brands, getting exposure to how the top companies operate
• Become a Client Facing Expert: You will be working directly with clients, often meeting them in person and developing your ability to create strong interpersonal relationships
• Cross-Functional Exposure: Customer Success offers unique opportunities to learn from and collaborate with every department in the business—many on a daily basis
• Comprehensive Training: In addition to the extensive on‑the‑job learning opportunities, you’ll receive a broad and blended in‑person training curriculum covering essential topics such as Business Storytelling, Account Management, Market Research & Product and Financial Management
• Career Development: High performers have clear opportunities to quickly advance their careers at Fospha—whether progressing within Customer Success toward strategic and/or management roles or moving into other departments that align with their skills and interests

Joining the team as a Customer Success Coordinator you will be at the heart of the business delivering the best possible experience to our customers. You will independently own a portfolio of accounts, being the main point of contact from the point of signature onwards. You will be responsible for the customer health and product adoption with the ultimate goal of client retention. You will be focused on delivering value for your customers, deeply understanding their goals and pains, and solving their issues effectively via your comprehensive knowledge of our product. You will own and project manage the onboarding of your clients, hitting time to value targets. You will bring clients through our adoption playbook, preparing high‑quality insights decks to input into the clients marketing strategy, and running use‑case focused training sessions to drive product adoption. You will identify risks to adoption & renewal, and prepare mitigation plans to execute on to improve outcomes. You will develop strong interpersonal relationships with your customers, be confident and effective on client calls, and take initiative in building relationships (e.g. in person meetings, gifts, pro‑active advice, attending events). You will be collaborative in working with our other departments, giving regular progress updates to your team, giving our product team insight into customer pains, and helping our partnership teams communicate with our strategically important partners. In addition to your core responsibilities, we expect you to be excited by the opportunity Gen AI brings and find new ways of working utilising our Gen Ai hub to increase our efficiency.