At a Glance
- Tasks: Help older adults regain strength and independence while providing exceptional support.
- Company: Join a growing, profitable brand focused on healthy ageing.
- Benefits: Competitive salary, performance bonuses, mentorship, and flexible working.
- Other info: Clear career progression with opportunities for growth and development.
- Why this job: Make a real difference in people's lives every day.
- Qualifications: Customer-facing experience and strong communication skills required.
The predicted salary is between 28000 - 30000 £ per year.
Member Success Specialist (Customer Success Assistant)
Help older adults get their strength, mobility, and independence back – and build a career while you do it.
We help people over 50 stay strong, mobile, and independent for life.
Lifelong Mobility is the online coaching arm of one of the UK's largest healthy‑ageing brands: 1.7 million‑plus people follow our founder's physiotherapy content, and thousands of members over 50 trust us to help them stay strong and independent for life.
We're small, profitable, and growing – which means the person we hire into this role has a genuine seat at the table and a clear path upward.
Our online program helps older adults regain their strength and mobility so they can keep doing the things they enjoy.
If you're exceptional at what you do and align with our core values, we want to know you.
Role
You’ll be the first real human many members speak to after they join – and the person who makes sure they never feel lost.
Your job is simple to describe and hard to do brilliantly: make every new member feel genuinely welcomed, show them exactly what to do next, and give them fast, warm help the moment they’re stuck.
This role exists to turn nervous new sign-ups into confident, committed members.
That means you directly move the numbers that matter most to us: activation, satisfaction, and retention.
Get this right and people stay strong and mobile for years.
This is an entry‑level role, but not a low‑ceiling one. Do it well, and there's a defined ladder ahead of you – we'll show you exactly what it looks like below.
Responsibilities
- Run 1:1 onboarding calls to guide new members through the program and set clear next steps.
- Handle support tickets and manage the support phone number for both help and warm sales / “save” conversations.
- Engage in our community daily: reply to posts, celebrate wins, answer questions, and elevate issues to the CSM or founder when needed.
- Reply to course comments so members never feel lost or ignored inside the material.
- Make scheduled check‑in calls to re‑engage quiet or at‑risk members.
- Process refunds and basic payment admin with empathy and clarity, while aiming to “save” members when it’s right for them.
- Document common issues, update simple internal notes/FAQs, and suggest improvements to our onboarding and support processes.
Requirements
- 0–3 years experience in a customer‑facing role (support, service, sales, coaching, hospitality) or equivalent real‑world experience.
- Comfortable and confident on phone and Zoom, especially with people aged 50+.
- Strong written communication: clear, calm, respectful tone without being patronising.
- Organized and reliable: able to manage calls, tickets, and follow‑ups without things slipping.
- Tech‑comfortable: able to learn tools like helpdesk software, community platforms, and course platforms (we train you on our exact stack).
- High ownership: you take problems from “I’ve got it” to “it’s done,” including follow‑up.
- Coachable and growth‑minded: open to feedback, willing to role‑play and practice until you’re good.
- Results
You own outcomes like
- High onboarding show‑up rates and members leaving calls clear on what to do in their first 2–4 weeks.
- Fast response times on tickets and calls that meet or beat agreed targets.
- Community posts and course comments answered within 24 hours, with high satisfaction.
- Improved activation and retention for new members (measured by completion of early milestones and members staying beyond their first 12 weeks).
- Reduced unnecessary refunds through effective “save” conversations when appropriate.
If this role did not exist, new members would feel lost, questions would go unanswered, and more people would quit before they see results.
- Your Path Here
- We’re upfront about progression because we mean it. This role is designed to grow:
- Months 0–6 — Customer Success Assistant. Master onboarding, support, and community. Learn our members, our stack, and our save‑conversation playbook.
- Months 6–18 — Senior CSA / Retention specialist.
Own a slice of retention strategy, run your own experiments, and start mentoring the next hire.
Base pay and bonus scale with responsibility.
- 18 months+ — Customer Success Manager. Lead the function, own the retention number, and help shape how we support members at scale.
Timelines depend on you, not the calendar. We promote on demonstrated ownership, not tenure.
Schedule
Full‑time, hybrid. At least 3 days a week in our Farnham office.
- Location
- Farnham, GU9 7PG
Compensation
£28,000 – 30,000 base, plus a performance bonus tied directly to member success and retention – with clear, transparent mechanics so you always know how to earn more.
As you progress along the path above, both base and bonus grow with you.
We’re honest that the starting salary reflects an entry‑level role.
What we’re really offering is the trajectory: mentorship, a real ladder, and the chance to build a career in a business that’s going places.
- (Final compensation depends on experience, skills, and fit.)
- Other Benefits
- Real mentorship from the founder and CSM — you’ll work closely with the people running the business, not three layers removed from them.
Direct feedback, weekly coaching, and a front‑row view of how a modern health business actually works.
- A genuine career ladder (see Your Path Here ) with pay and bonus that scale as you take on more.
- Performance bonus tied to member success and retention — when members thrive and stay, you share in it.
We’ll show you the exact mechanics on day one so you always know how to earn more.
- A dedicated learning budget for courses, books, and training in customer success, communication, and anything that makes you better at the job (and your career).
- Flexible hybrid working — 3 focused days in our Farnham office, the rest from home, with a team that respects your time.
- Free lifetime access to the Lifelong Mobility program for you and a family member — put a parent or grandparent on it and watch what the work actually does.
- Work that matters. Most jobs don’t visibly change lives. This one does, every single week — you read the messages from members whose lives got better because you helped.
- Core Values
Our core values are the heart of this company.
They’re how we actually operate day to day, and they’re why people who join us tend to stay and grow.
If they sound like you, you’ll fit fast.
If they sound exhausting, we’re probably not your place – and that’s okay.
Personal Ownership
If you say “I’ve got it,” you take it all the way to resolution. You don’t pass the buck or let things quietly die in the inbox.
Continuous Improvement
We look for patterns in member issues and fix them at the root. You suggest better ways to onboard, support, and delight members over time.
Play to Win
We care about outcomes, not activity. The score is member activation, satisfaction, and retention – and you show up every day to move those numbers.
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Customer Success Specialist in Farnham employer: Lifelong Mobility
Lifelong Mobility is an exceptional employer that offers a unique opportunity to make a real difference in the lives of older adults while building a rewarding career. With a strong focus on mentorship, clear progression paths, and a supportive work culture, employees are empowered to grow and thrive in their roles. The hybrid working model allows for flexibility, and the chance to directly impact member success ensures that every day at Lifelong Mobility is meaningful and fulfilling.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist in Farnham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lifelong Mobility. 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 Lifelong Mobility 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 Customer Success Specialist in Farnham
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 Lifelong Mobility:Your cover letter is your chance to shine! Tell us why you want to work at Lifelong Mobility 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 Lifelong Mobility!
How to prepare for a job interview at Lifelong Mobility
✨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.
