At a Glance
- Tasks: Own client accounts, ensuring their success and satisfaction with our product.
- Company: Join Fospha, a fast-growing tech company transforming online retail measurement.
- Benefits: Competitive salary, flexible benefits, 25 days holiday, and free snacks!
- Other info: Exciting career growth opportunities and a supportive team culture.
- Why this job: Make an immediate impact while learning from industry leaders in a dynamic environment.
- Qualifications: Curiosity, strong communication skills, and a passion for customer success.
The predicted salary is between 34000 - 37000 £ per year.
Are you excited by the idea of joining a high-growth, data-led business at the intersection of marketing, analytics, and technology? Do you want to learn how fast-scaling tech businesses operate while developing valuable customer, data, and commercial skills? Are you looking for a role that allows you to make an immediate impact with real responsibility while being supported to grow? If so, we’d love to hear from you!
About us
Fospha is dedicated to building the world's most powerful measurement solution for online retail. For over a decade, we've helped teams make smarter decisions with full-funnel marketing insights, forecasting, and optimisation. With Fospha, every team moves faster and grows smarter. Trusted by leading brands across three continents, including Huel, Oh Polly, and Represent, Fospha manages $4 billion in annual ad spend. We're scaling fast across London, Mumbai, and Austin – and we're now looking for Customer Success Coordinators to join our Customer Success team to support the growth of the business from all things client facing.
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:
- 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.
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:
- 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 need to 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 need to 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.
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.
Our Values and Principles
You will be able to demonstrate examples of our core principles:
- Seek inclusion & diversity: We create an environment where everyone feels welcome, and people are encouraged to speak and be heard.
- Work Hard, Work Well, Work Together: We take responsibility for making things happen, independently and together; we help colleagues in need and close loops, making sure our work is complete and has lasting impact.
- Grow: We are proactive, curious and unafraid of failure.
- Customer at the heart: We care about the customer, feel their pain and love building product that solves their biggest problems.
- Candour with caring: We deliver candid feedback with kindness and receive it with gratitude.
Above all, our people show a willingness to work together and get their hands dirty to deliver product success, which means our customers are successful!
What we can offer you:
- Salary: £34k + discretionary 10% bonus.
- Be part of a leading global venture builder, Blenheim Chalcot and learn from the incredible talent in BC.
- Be exposed to the right mix of challenges and learning and development opportunities.
- Flexible Benefits including Private Medical and Dental, Gym Subsidiaries, Life Assurance, Pension scheme etc.
- 25 days of paid holiday + your birthday off! One day extra after 3 years!
- Free snacks in the office!
- Quarterly team socials.
The Process:
- 20-minute screening call with a member of the Talent Team.
- 48hr take home data task.
- In‑Person Assessment Centre at our office White City, London.
- 2x final interviews in person with SLT in Fospha.
Top tip: Make sure to thoroughly research Fospha and tell us why you would be a great fit for the role! Please note, we are experiencing a high volume of applications so please bear with us and we will ensure to get back to every application! For any questions, please reach out to us at careers@fospha.com. We look forward to receiving your application!
Graduate Programme - Customer Success employer: Liberis
Fospha is an exceptional employer that fosters a dynamic and inclusive work culture, where ambitious individuals can thrive in a high-growth, data-driven environment. With a strong focus on employee development through comprehensive training and cross-functional exposure, you will have the opportunity to make a meaningful impact while working alongside industry leaders. Located in the vibrant White City, London, Fospha offers competitive benefits, including flexible perks, generous holiday allowances, and a supportive atmosphere that encourages collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Graduate Programme - Customer Success
✨Join Customer Support Communities
Get involved in online forums and communities dedicated to customer support, like those on Reddit or specialised Facebook groups. Networking with industry peers can open doors to trainee opportunities with companies like Liberis.
✨Attend Local Job Fairs
Check out local job fairs and career expos, especially those focusing on customer service roles. Meeting potential employers face-to-face can give you an edge over others applying for the trainee position at Liberis.
✨Leverage Your University Resources
If you're still in education, make use of your university's career services—they often have strong ties with companies looking for trainees. They might have insider knowledge about openings at places like Liberis that you're keen on.
✨Showcase Your Soft Skills
Since customer support is all about people, highlight your communication and problem-solving skills in your interactions. When you apply to Liberis, make sure they see your passion for helping others!
We think you need these skills to ace Graduate Programme - Customer Success
Some tips for your application 🫡
Show off your people skills!:For a customer support trainee role, it's super important to highlight any experience you have in dealing with customers, whether that's through part-time jobs, volunteering, or even helping out at events. We want to see how you connect with people, so share examples of how you've successfully resolved issues or enhanced someone's experience.
Tailor your CV to us!:When applying for a trainee role at Liberis, make sure your CV reflects your enthusiasm for customer support. List any relevant experiences, even if they're informal, and don't forget to mention your communication skills. A concise, clear layout will help us see how you're a perfect fit for our team.
Write about your learning goals!:Since this is a trainee position, we love seeing your motivation to learn and grow. In your cover letter, let us know what you hope to gain from working with us at Liberis. This could include specific skills or knowledge areas—show us you’re keen to dive in and develop your customer support expertise!
Demonstrate your problem-solving skills!:Customer support is all about solving problems, so make sure to highlight any experiences where you've had to think on your feet! Whether it was a tricky school project or helping a friend out, share how you approached the issue and what the outcome was. This will show us you're ready for the challenges at Liberis.
How to prepare for a job interview at Liberis
✨Know Your Customer Support Basics
Make sure you're familiar with the key skills in customer support, like active listening and empathy. Expect questions on how to handle difficult customers or resolve common issues – we might want to hear how you’d approach a real-life scenario, so think of a few examples where you showcased these skills.
✨Brush Up on the Tools
Familiarise yourself with common customer support tools like Zendesk or Freshdesk. Even if you haven't used them before, understanding how they work will show Liberis that you’re proactive and willing to learn. They might ask about your experience with similar software or how you'd adapt quickly to new tools.
✨Show Your Willingness to Learn
As a trainee, emphasising your desire to learn and grow is crucial. Think about what you hope to gain from this experience at Liberis and be ready to discuss how you plan to develop your skills in customer support. Demonstrating a positive attitude and openness to feedback can go a long way!
✨Prepare for Role-Playing
In customer support interviews, it's fairly common to have a role-playing exercise where you'll need to handle a customer query. Practice your approach not just in resolving issues, but also in how you communicate clearly and professionally. This is your chance to shine, so don’t hesitate to showcase your verbal skills!
