At a Glance
- Tasks: Shape the customer success journey for independent retailers using a digital platform.
- Company: Join a forward-thinking company focused on empowering small businesses.
- Benefits: Competitive salary, remote work, and a chance to make a real impact.
- Other info: Remote role with occasional office visits; great opportunity for career growth.
- Why this job: Be the voice of retailers and drive their success through innovative digital experiences.
- Qualifications: Experience in customer onboarding and a passion for helping small businesses thrive.
The predicted salary is between 50000 - 55000 £ per year.
This role represents the voice of independent retailers, shaping the end-to-end customer success journey for small business partners using a self-serve digital platform. The Customer Success Manager will design and optimise the journeys, guidance, and interventions that enable partners to onboard smoothly, create high-performing offers, and achieve value quickly.
This is an AI-native, product-led role focused on building scalable success through digital experiences, content, automation, and self-serve support. Working closely with Product, Engineering, UX, Marketing, and Member Services, you will help ensure partners can succeed independently, without the need for a traditional, high-touch success function.
What You’ll Be Doing- Own and continuously enhance the end-to-end journey, from onboarding and activation through to offer creation, optimisation, and ongoing re-engagement.
- Design and deliver scalable, digital-first support experiences, including structured onboarding flows, help centre content, templates, FAQs, in-product guidance, and automated communications.
- Develop an AI-enabled support model by identifying opportunities to leverage AI assistants, knowledge bases, and automation to resolve common partner needs without manual intervention.
- Collaborate with Product, Engineering, and UX teams to define requirements and improve the self-serve experience, informed by behaviour data, friction points, and success outcomes.
- Analyse feedback, usage data, and behavioural insights to identify drop-off points and prioritise improvements across journeys, content, and product experience.
- Support marketing and lifecycle initiatives by providing insight into drivers of partner activation, improved offer quality, and long-term engagement.
- Support partner activation and re-engagement campaigns, ensuring messaging and approach resonate with SMEs.
- Work closely with the project team and operational stakeholders to ensure ideas turn into action.
- Experience designing customer onboarding, activation, or success journeys in a software, platform, or digital product environment.
- Ability to create clear, effective self-service content and scalable support experiences for customers.
- Ability to analyse customer behaviour, common friction points, and performance data to identify opportunities for experience improvement.
- Skilled in using insight, experimentation, and feedback to improve journeys, content, and product adoption.
- Understanding of SMEs and the needs of local small retailers using digital platforms to promote their business.
- Familiarity with customer success, lifecycle, or product-led growth approaches in software or marketplace environments.
- Experience working in an Agile software development environment and translating customer needs into product and experience improvements.
- Experience in AI tools and automation, with the ability to apply them practically to customer journeys and online support.
Please note: Although the role is remote, ideally we are looking for candidates based in the East Midlands, as there may be occasional requirements to visit the head office. This role is a Fixed-Term Contract for 6 months.
Customer Success Manager employer: Harper Recruitment Group
As a Customer Success Manager with us, you'll thrive in a dynamic and supportive remote work environment that champions innovation and collaboration. We prioritise employee growth through continuous learning opportunities and a culture that values your insights, ensuring you play a pivotal role in shaping the success of independent retailers. Located in the East Midlands, our team enjoys the flexibility of remote work while having access to occasional in-person engagements that foster strong connections and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their needs, especially in customer success and digital platforms.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific projects where you improved customer journeys or used AI tools effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in designing customer journeys and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences where you've successfully created self-service content or improved customer journeys. This will help us understand how you can contribute to our mission.
Be Data-Driven:Since this role involves analysing feedback and usage data, mention any experience you have with data analysis. Share how you've used insights to drive improvements in customer success or product adoption. We love a candidate who can back up their claims with data!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Harper Recruitment Group
✨Know Your Customer Success Journey
Familiarise yourself with the end-to-end customer success journey, especially in a digital product environment. Be ready to discuss how you would enhance onboarding and activation processes, as well as share examples of your past experiences in designing effective customer journeys.
✨Showcase Your Analytical Skills
Prepare to talk about how you've used data to identify friction points and improve customer experiences. Bring specific examples of how you've analysed feedback and usage data to drive enhancements in self-service content or support experiences.
✨Emphasise Collaboration
This role requires working closely with various teams like Product, Engineering, and UX. Be ready to discuss your experience collaborating across departments and how you’ve translated customer needs into actionable improvements. Highlight any Agile experience you have, as it’s crucial for this position.
✨Demonstrate Your Understanding of SMEs
Since the role focuses on supporting small business partners, show that you understand their unique challenges and needs. Prepare to discuss how you would tailor support experiences for independent retailers and leverage AI tools to enhance their success.
