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Customer Success Manager

Cheshire East Permanent £45,000 - £55,000 per year View Job Description
This growing, education-led business supports health professionals and professional services businesses looking to build commercially sustainable, values-driven organisations.
  • 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.

Job Description

The roleThe 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 responsibilitiesCustomer 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

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



Contact
Katy Bevan
Quote job ref
JN-012026-6931031
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Business Services
Location
Cheshire East
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-012026-6931031