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For Companies At a Glance
- Tasks: Lead customer success initiatives and enhance member engagement for growth and retention.
- Company: Dynamic education-focused company with a mission to empower global customers.
- Benefits: Competitive salary, 28 days holiday, hybrid work, and flexitime.
- Why this job: Shape the future of customer success and make a real impact in a vibrant team.
- Qualifications: Experience in customer success or account management, strong communication skills.
- Other info: Join a collaborative team and enjoy opportunities for professional growth.
The predicted salary is between 39000 - 52000 £ per year.
Rebuild and reshape an existing Customer Success function. Play a central role in membership growth and retention.
About Our Client
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
The Successful Applicant
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
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 employer: Page Personnel
Contact Detail:
Page Personnel Recruiting Team
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 the industry, attend events, and connect on LinkedIn. The more you engage with others, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Prepare for interviews by understanding the company’s mission and values. Be ready to discuss how you can help rebuild their Customer Success function and drive membership growth. Show them you’re not just another candidate!
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate your experience in customer success and how it aligns with their goals. Make it personal and relatable – they want to see the real you!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for Customer Success shine through! We want to see how much you care about helping customers thrive and how you can contribute to our mission of building a strong community.
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success or similar roles. We’re looking for specific examples of how you've improved customer journeys or reduced churn, so don’t hold back on the details!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so use simple language to explain your achievements and how they relate to the role. Remember, we want to understand your impact quickly!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to shape our Customer Success function!
How to prepare for a job interview at Page Personnel
✨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 reduce time-to-value for customers. Think about specific strategies you've used in the past that could apply here.
✨Showcase Your Strategic Thinking
Prepare examples of how you've rebuilt or improved customer-facing processes in previous roles. Highlight your ability to think strategically and prioritise impactful actions over mere activity. This will demonstrate your fit for a role focused on engagement and retention.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing complex ideas like customer health metrics or engagement models. Being able to align stakeholders and manage challenging conversations is key, so show them you can do just that!
✨Demonstrate Your Commercial Awareness
Be prepared to discuss your understanding of retention, lifetime value, and growth. Bring in examples from your experience that illustrate how you've contributed to these areas. This will show that you grasp the commercial side of Customer Success, which is crucial for this role.
