At a Glance
- Tasks: Manage strategic accounts and drive customer success with innovative AI solutions.
- Company: Join Keepme.ai, a leading AI-powered platform in the fitness industry.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- Other info: Dynamic startup culture with a focus on innovation and continuous learning.
- Why this job: Make a real impact in the fitness industry while working with cutting-edge AI technology.
- Qualifications: 2-4 years in Customer Success or Account Management within a SaaS environment.
The predicted salary is between 25000 - 45000 £ per year.
SALARY RANGE: £25k - £45k (Depending on experience)
About Keepme.ai
Keepme is the leading AI-powered sales and retention platform for the global fitness industry. Founded in 2019, we help fitness operators drive predictable revenue growth by transforming how they acquire, engage, and retain members. Our flagship product, Keepme Antares, deploys intelligent AI Sales Agents across every communication channel – web chat, email, voice, WhatsApp, SMS, and social media – enabling fitness clubs to capture and convert leads 24/7, in any language.
We’re a fast-growing, globally distributed SaaS company that blends deep fitness industry expertise with cutting-edge AI technology. Joining Keepme means working at the intersection of artificial intelligence and real-world business impact, in a team that values innovation, customer obsession, and continuous learning.
The Opportunity
We’re looking for an experienced and commercially minded Customer Success Manager to join our team in the UK. This is a key hire for us – you’ll own and manage a portfolio of strategic accounts across the UK and Europe, acting as the primary relationship holder and trusted adviser to fitness operators ranging from independent clubs to major multi-site leisure groups. Your mission is to drive retention, expansion, and advocacy by ensuring every customer achieves measurable results with Keepme.
Key Responsibilities
- Strategic Account Management
- Own and manage a portfolio of mid-market and enterprise accounts, building deep, trust-based relationships with key stakeholders from operations managers to C-suite executives.
- Develop and execute tailored success plans for each account, aligning Keepme’s platform capabilities with the customer’s specific business goals and growth targets.
- Conduct regular business reviews (QBRs) to showcase ROI, share insights, and identify new opportunities to deliver value.
- Serve as the strategic voice of your customers internally, ensuring their priorities are reflected in our product roadmap and go-to-market strategy.
- Onboarding & Adoption
- Lead the end-to-end onboarding of new customers: scoping requirements, configuring AI agents, integrating with CRM and booking systems, and driving first-value milestones.
- Design and deliver bespoke training programmes, workshops, and webinars that accelerate product adoption across customer teams.
- Proactively monitor product usage and engagement data to identify adoption gaps and intervene before they become churn risks.
- Retention, Expansion & Commercial Impact
- Own net revenue retention for your portfolio – driving renewals, upsells, cross-sells, and multi-site expansions.
- Identify and qualify expansion opportunities (new channels, additional locations, advanced features) and collaborate with Sales to close them.
- Monitor customer health scores, NPS, and satisfaction data to proactively manage at-risk accounts with clear intervention plans.
- Build customer advocates and champions who contribute to case studies, testimonials, referrals, and speaking opportunities.
- Technical Expertise & Troubleshooting
- Develop expert-level knowledge of the Keepme platform – including Antares AI Sales Agents, automations, campaign workflows, and analytics dashboards.
- Act as the first point of escalation for complex technical issues, triaging effectively and working with Engineering to ensure fast resolution.
- Translate customer feedback and pain points into clear, actionable product requirements for the Product and Engineering teams.
- Team Leadership & Process Development
- Mentor and support junior members of the Customer Success team, sharing best practices and helping develop their skills.
- Contribute to the design and continuous improvement of CS playbooks, processes, health scoring models, and automation workflows.
- Create and maintain high-quality customer-facing resources including onboarding guides, best-practice documentation, and video content.
- Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to ensure a seamless end-to-end customer journey.
What We’re Looking For
Essential Requirements
- SaaS experience: 2–4+ years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS environment. You have a strong understanding of SaaS metrics (NRR, churn, expansion, LTV) and what it takes to drive long-term customer value.
- Commercial acumen: Proven ability to manage renewals, identify upsell and cross-sell opportunities, and contribute directly to revenue growth. You think like a business partner, not just a support contact.
- Communication: Exceptional written and verbal communication skills. You’re equally comfortable presenting a QBR to a CEO as you are running a hands-on training session with a front-desk team.
- Relationship builder: A natural ability to build rapport and trusted adviser relationships with diverse stakeholders across all levels of an organisation.
- Analytical mindset: Comfortable working with data – you can interpret dashboards, spot trends in customer health metrics, and use data to inform your strategy and recommendations.
- Problem-solver: A proactive, solutions-oriented approach. You take ownership of issues, think strategically about root causes, and drive them through to resolution.
- Organisation: Excellent time management and prioritisation skills. You can manage a complex book of business without letting things slip through the cracks.
- Self-starter: Thrives in a fast-paced, remote-first startup environment. You’re comfortable with ambiguity, take initiative, and hold yourself to a high standard of accountability.
Desirable (Nice to Have)
- Experience in or passion for the fitness, health, leisure, or wellness industry.
- Experience managing enterprise or multi-site accounts with complex stakeholder structures.
- Familiarity with platforms (e.g., Monday.com, Gainsight, ChurnZero) and CRM tools (e.g., HubSpot, Salesforce).
- Experience with AI-powered products, conversational AI, or marketing automation platforms.
- Track record of building or contributing to CS processes and playbooks in a scaling organisation.
- Experience creating customer-facing content such as training materials, video tutorials, or knowledge base articles.
AI Architect - (Customer Success) in Wolverhampton employer: Keepme.ai
At Keepme.ai, we pride ourselves on being an exceptional employer that fosters a culture of innovation and continuous learning. Our team is dedicated to driving meaningful impact in the fitness industry through cutting-edge AI technology, offering employees ample opportunities for professional growth and development. With a focus on collaboration and customer success, working with us means being part of a dynamic, remote-first environment where your contributions directly influence our mission to transform member engagement and retention.
StudySmarter Expert Advice🤫
We think this is how you could land AI Architect - (Customer Success) in Wolverhampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Keepme.ai. 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 Keepme.ai 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 AI Architect - (Customer Success) in Wolverhampton
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 Keepme.ai:Your cover letter is your chance to shine! Tell us why you want to work at Keepme.ai 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 Keepme.ai!
How to prepare for a job interview at Keepme.ai
✨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.
