Customer Success and Automation Lead

Madfish; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading e-commerce company is hiring a Customer Success & Automation Lead to drive operational excellence within their rapidly scaling CS team. In this role, you will design and implement automated workflows, manage processes, and lead Customer Success Associates. Candidates should have 2-3 years of relevant experience and expertise in AI automation tools. This is an opportunity to shape the future of customer success practices while working in a dynamic environment that emphasizes performance-based growth.

Benefits

Competitive salary with performance-based reviews

Generous Time Off

Comprehensive training programs

Qualifications

• Minimum 2–3 years in Customer Success Operations or similar roles.
• Demonstrated experience building automations using tools.
• Proven record of optimization and documentation in a fast-paced environment.

Responsibilities

• Audit existing workflows and identify opportunities for automation.
• Build processes using Airtable, Make, and HubSpot to streamline operations.
• Collaborate with Product Development and other teams to maintain workflows.

Skills

Building structured processes

Leveraging AI/automation tools

Coaching junior team members

Communication clarity

Problem solving

Education

Customer Success Operations or similar workflow-heavy roles experience

Tools

Airtable

Make

Zapier

HubSpot workflows

Job description

We are hiring a Customer Success & Automation Lead for one of our U.S.-based clients in the e-commerce and influencer marketing industry. This company is rapidly scaling, and the CS team is transitioning from a fully manual support model to a hybrid product–automation, operations system.

Your mission is to work as a strategic partner to the VP of Customer Success: you will design internal workflows, automate operational processes, improve efficiency, and oversee the work of Customer Success Associates who will execute the workflows you create.

This is not a typical Customer Success role. This is a systems, automation, and team-leadership position, combining operational excellence with customer-centric thinking.

If you excel at building structured processes, leveraging AI/automation tools, and guiding junior team members, this role is for you.

Key Responsibilities

• Audit existing Customer Success workflows and identify opportunities for automation, efficiency, and system upgrades.
• Build automated processes using Airtable, Make, HubSpot, and other tools to replace manual work and streamline CS operations.
• Design and maintain internal operational systems (project management, CRM workflows, OKR tracking), ensuring they are scalable and easy to adopt across the team.
• Create clear documentation, SOPs, templates, and checklists that guide CS Associates in daily execution.
• Collaborate daily with Product Development, Creator Support, Billing, Fulfillment, and Marketing teams to keep workflows aligned and running smoothly.
• Act as a strategic thought partner to the VP of CS by evaluating bottlenecks, proposing automation plans, and supporting system-level improvements.
• Lead and support CS Associates: ensure workflow adherence, provide guidance on communication standards, and oversee progress through structured development plans.
• Support CSMs with escalations, campaign structure, and client communication templates (when needed), while focusing on improving and automating these processes long-term.
• Enhance reporting and operational visibility by optimizing templates, dashboards, and automated reporting structures.
• Willingness to complete the A-Players Startup Training Program as part of the onboarding and development process.
  

Requirements

• Minimum 2–3 years in Customer Success Operations, Support Operations, or similar workflow-heavy roles.
• Demonstrated experience building automations using tools such as Airtable, Make, Zapier, and HubSpot workflows.
• Proven record of process design, optimization, and documentation inside a fast-paced environment.
• Experience working with or supporting CS teams in tech, SaaS, or e-commerce.
• Experience in leadership or team oversight roles (formal or informal).
• Strong proficiency in English — C1 level spoken and written.

Soft Skills

• Systems thinker with the ability to zoom out and design end-to-end workflows.
• High ownership and autonomy — able to propose solutions, not just execute tasks.
• Strong communication, clarity, and ability to align multiple stakeholders.
• Problem-solving mindset and comfort working under fast-paced, dynamic conditions.
• Detail-oriented and structured — strong documentation discipline.
• Ability to coach and guide junior team members.

Bonus Skills

• Experience in influencer marketing, e-commerce operations, or EdTech.
• Familiarity with project management tools (ClickUp, Asana, Notion).
• Experience working closely with product/technical teams.

Why Join This Project

• Performance-Based Growth: Competitive salary with annual reviews tied to your impact.
• Supportive Environment: Work with a team that values your ideas and expertise.
• Generous Time Off: 20 paid vacation days + unlimited sick leave.
• Learning Opportunities: Join internal workshops and skill-building sessions.
• Exclusive Resources: Access our Internal Library and premium tools.
• Skill Development: Comprehensive training to grow both hard and soft skills.

Recruiting Flow

1. Initial interview with the Team Lead.
2. Take-home test assignment.
3. In-depth interview with our CEO (optional).
4. Offer.
5. Reference check.

What Is the Startup Training Program?

Our training is a 2-week, hands-on onboarding phase designed to help you succeed from day one.

During this time, you’ll:

• Work on real tasks reflecting startup operations — lead research, outreach, and CRM tracking.
• Receive daily assignments via your personal task board and individual feedback.
• Learn A-Players' level standards for communication, organization, and client support.
• Develop your understanding of startup workflows, AI tools, and growth funnels.
• Gain mentorship from the A-Players' core team and connect with fellow Associates.
• Upon successful completion, you’ll receive a Certificate of Completion.

⭐️ The training is not a test — it’s your launchpad for mastering the skills needed to collaborate effectively with U.S. founders and fast-growing startups.

Note

Note: Salary for this position depends on your experience and the results of the test assignment.