Customer Success & Operations Manager – GPTMate
THE ROLE
You own every GPTMate customer from the moment they sign to the day they renew and upgrade. Sales closes the deal; you make it work, keep it working, and grow it.
Location: Strawberry Fields Digital Hub, Euxton Lane, Chorley, Lancashire PR7 1PS (close to M61 J8) – office-based, must be able to commute to Chorley
Hours: Full-time, Monday to Friday
Salary: £28,000–£33,000 base + retention and expansion bonus
Reports to: Richard Whyte, Founder
Works with: Account & Sales Manager, product and development team
ABOUT GPTMATE
GPTMate is an AI overlay for business websites. It qualifies leads, answers buyer questions, scores enquiries back into Google and Meta ads, and now handles inbound phone calls through an AI agent.
Businesses across optometry, retail, hire and more already run on GPTMate, with live deployments at Stotts Opticians, Armaplate and Fitbox. We're a small, funded team scaling quickly, and this is one of the core hires that gets us there.
WHAT YOU'LL OWN
Handover and rollout
- Take every new account from Sales with a clean handover: goals, package, key contacts, go-live date
- Run onboarding and rollout end to end – widget install, knowledge base setup, scoring and ads connections, phone agent configuration
- Get customers live fast and to first measurable result within 30 days
- Write and maintain the onboarding playbook, checklists and help content
Account management
- Own a book of 25+ live client accounts, growing as we scale
- Run regular check-ins and quarterly reviews showing customers the leads, conversions and revenue GPTMate drives
- Spot accounts at risk early and fix them before they churn
- Identify upgrade and add-on opportunities and either close them or pass them to Sales
- Be the customer's voice internally – feed product issues and feature requests to the dev team
Operations
- Run first-line support and triage technical issues to development
- Keep the CRM, billing records (GoCardless, QuickBooks) and account data accurate
- Track and report customer health, churn, NRR and onboarding times monthly
- Build the processes that let us scale from 25+ clients to 125+ without things breaking
WHAT SUCCESS LOOKS LIKE
First 90 days: you know every live account, have run a review with each, and have a documented onboarding playbook in use.
First 12 months: you are running a book of 80+ accounts with low churn, fast go-lives and a steady flow of upgrades.
- Time from signup to go-live: under 7 days
- Monthly logo churn: under 3%
- Accounts with a quarterly review: 100%
- Upgrades and add-ons from existing base: tracked monthly, bonus-linked
ABOUT YOU
- 2+ years in customer success, account management or onboarding at a SaaS or digital business
- Proven ownership of a customer book – you can point to retention and upgrade results
- Technically confident: comfortable installing scripts on websites, working in CMS platforms like Shopify or WordPress, and troubleshooting before escalating
- Organised and process-minded – you build the checklist rather than wait for one
- Clear, confident communicator with business owners and marketing teams
- Able to commute to Chorley and work from the office
- Experience with chatbots, AI tools, Google Ads or Meta Ads
- Familiarity with CRM and billing tools (HubSpot, GoCardless, QuickBooks)
- Startup or small-team experience where you wore several hats
WHAT WE OFFER
- A founding role in a funded AI business with real ownership of the customer side
- Bonus tied to retention and account growth
- Direct access to the founder and a say in how the product develops
- Modern office at Strawberry Fields Digital Hub, Chorley, with free parking
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