Customer Success Graduate Programme in London, White City

Fospha is dedicated to building the world's most powerful measurement solution for online retail. For over 10 years, we've been pioneering privacy-safe, full-funnel marketing measurement, empowering all teams to make smarter decisions. Our platform unites Finance, Marketing, Data, and Leadership with a shared view of performance and profitability—combining full-funnel measurement, forecasting, and optimisation. With Fospha, every team moves faster and grows smarter. Trusted by over 200 leading brands across three continents, including Huel, Oh Polly, and Represent, Fospha manages $2.5 billion in annual ad spend.

The Graduate Opportunity in our Centre of Excellence:

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:

• Hands-on Exposure to Customers: Working directly with brands in Customer Success provides practical experience and deep product knowledge essential for future progression within the business.
• 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.

The Role:

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. Key responsibilities:

• Support and learn from Customer Success team on matters specific to Fospha customers.
• Own and project manage customer onboarding, ensuring quality for our customers.
• Become a go-to expert in Marketing and Fospha products and provide training sessions to customers and on-going support.
• Track, interpret and react to key account health metrics: Including product usage, relationship scores, value delivery and product feature requests.
• Creating and delivering mitigation plans for at risk customers to ensure retention.
• Independently prepare and deliver insight meetings to customers, highlighting their marketing performance, providing recommendations on ad investment and progress against their goal.
• Build and manage key customer stakeholder relationships.
• Continually strive to provide the best customer service possible and exceed expectations.

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!

What are we looking for?

We hire for potential – you don’t need a technical degree or marketing background. We’re looking for:

• 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.