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For Companies At a Glance
- Tasks: Own customer journeys, improve engagement, and drive membership growth.
- Company: Dynamic education-led business focused on health professionals.
- Benefits: Competitive salary, 28 days holiday, hybrid work, and flexitime.
- Why this job: Shape a critical function and make a real impact in customer success.
- Qualifications: Experience in customer-facing roles and strong commercial awareness.
- Other info: Join a collaborative team with opportunities for personal and professional growth.
The predicted salary is between 45000 - 50000 £ per year.
This growing, education-led business supports health professionals and professional services businesses looking to build commercially sustainable, values-driven organisations. Through online programmes and a paid membership model, the business provides practical education, systems and ongoing support to customers operating globally. Customers may engage through one-off programmes or through longer-term membership, with Customer Success playing a key role in helping individuals and businesses understand how to get the most value from the full ecosystem.
Customer Success sits at the heart of the operating model. It is not a reactive support function, but a proactive, commercially minded capability focused on engagement, retention, membership growth and long-term customer value. The Customer Success function already exists and has evolved over time. The business is now entering a rebuild phase, with the opportunity to strengthen foundations, refine customer journeys and put scalable systems in place to support continued growth. Longer term, the ambition is to build a large, engaged global community of professional customers with a strong sense of identity, trust and shared purpose.
The role
The Customer Success Manager owns customer and member outcomes end-to-end - from first enquiry and onboarding through to adoption, engagement, renewal and retention. A core focus of the role is improving how customers move through the ecosystem: supporting one-off customers to see the value of membership, and ensuring members engage fully with the broader range of products, services and community resources available to them. The role combines hands-on delivery (including inbox and chat-based customer interaction where required) with strategic redesign, focusing on customer journeys, success frameworks, engagement models and internal coordination. The role works closely with Marketing, Education, Technology, Production and Operations to ensure customers don’t just purchase - they understand, apply and benefit from what they’ve invested in. This is a hybrid role, with three days per week based in Holmes Chapel.
Key responsibilities
- Customer journey and onboarding
- Own onboarding across memberships and one-off programmes
- Reduce time-to-value by making next steps, outcomes and success paths clear
- Design and embed structured success plans, milestones and touchpoints
- Value, engagement and outcomes
- Translate customer activity and usage into meaningful outcomes
- Identify early signs of disengagement or churn
- Create simple indicators of customer health and success
- Retention, growth and conversion
- Proactively reduce churn through structured engagement
- Improve conversion between one-off customers and ongoing memberships
- Support renewals and expansion in a way that feels consultative and value-led
- Voice of the customer
- Capture insight, feedback and friction points
- Turn qualitative insight into clear, prioritised input for internal teams
- Represent customer needs internally with confidence and clarity
- Internal coordination and delivery
- Maintain clear ownership, actions and timelines across teams
- Ensure strong handovers between Marketing, Tech, Education and Support
- Bring structure, momentum and accountability to customer delivery
- Systems and scalability
- Maintain CRM hygiene, success playbooks and onboarding frameworks
- Help define metrics that reflect genuine customer health
- Leverage automation, AI and SaaS tools to enhance service delivery
Profile
Core experience and capabilities
- Experience in Customer Success, Account Management or a similar customer-facing role (in a SaaS, Education or similar background)
- Strong commercial awareness, with an understanding of retention, lifetime value and growth
- Experience improving or rebuilding existing customer-facing processes or functions
- Strategic thinker who prioritises impact over activity
- Calm, decisive and comfortable operating with ambiguity
- Clear communicator able to align stakeholders and manage challenging conversations
- Confident using CRM and workflow tools
Nice to have
- Experience in a scaling or fast-moving SME
- Exposure to memberships, subscriptions or online communities
- Experience working with remote or international teams
- Familiarity with metrics such as NPS, CSAT or customer health scoring
- Interest in professional education, services or membership-based models
- Knowledge of AI-driven customer support tools
- Exposure to direct-response or funnel-based environments
Job Offer
What’s on offer
- Salary: £45,000-£50,000 per annum (DOE)
- 28 days’ holiday plus bank holidays, plus your birthday off
- Hybrid working (3 days per week in the office)
- Company pension
- Flexitime around core hours (10am-4pm)
- On-site parking at a stunning office
- A collaborative, high-energy team with a strong sense of purpose
- The opportunity to rebuild and shape a critical function
Customer Success Manager in Nottingham employer: Michael Page
Contact Detail:
Michael Page Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Nottingham
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and customer success strategies. This will help you tailor your conversations and show that you're genuinely interested in how you can contribute.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by thinking about how you can improve customer journeys and retention. Have specific examples ready that demonstrate your strategic thinking and ability to drive engagement.
✨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, it shows you’re serious about joining our team and making an impact.
We think you need these skills to ace Customer Success Manager in Nottingham
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for helping customers succeed. Share specific examples of how you've made a positive impact in previous roles, especially in customer-facing positions.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience that aligns with the Customer Success Manager role. We want to see how your skills can help us improve customer journeys and engagement.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and how they relate to the responsibilities outlined in the job description. We appreciate clarity!
Apply Through Our Website: We encourage you to submit your application through our website. This way, we can ensure your application is reviewed promptly and you get the best chance to shine in front of our hiring team!
How to prepare for a job interview at Michael Page
✨Know the Customer Journey
Familiarise yourself with the customer journey outlined in the job description. Be ready to discuss how you would improve onboarding and engagement for both one-off customers and members. Think about specific strategies you've used in the past that could translate well into this role.
✨Showcase Your Commercial Awareness
Demonstrate your understanding of retention, lifetime value, and growth during the interview. Prepare examples of how you've successfully reduced churn or improved customer engagement in previous roles. This will show that you can think strategically and prioritise impact.
✨Communicate Clearly and Confidently
As a Customer Success Manager, clear communication is key. Practice articulating your thoughts on customer needs and how you would represent them internally. Be prepared to discuss how you handle challenging conversations and align stakeholders effectively.
✨Be Ready to Discuss Metrics
Brush up on metrics like NPS, CSAT, and customer health scoring. Be prepared to explain how you’ve used these metrics to drive decisions in your previous roles. Showing familiarity with these indicators will highlight your analytical skills and commitment to customer success.
