Customer Success Manager

Once For All; Basingstoke; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Wellness fund

Private Medical Insurance (dependent)

Pension

Life Assurance x 3

Holiday purchase Scheme

Volunteering day

Employee Assistance Programme

Team offsite events

Specsavers eye care voucher

Free tea, coffee and fruit

Job summary

Once For All is seeking a Digital Customer Success Manager in the UK to scale customer success through automated, data-driven engagement. You will drive retention, product adoption and growth by leveraging ChurnZero, defining digital journeys and coordinating with Product, Marketing and CS teams.

The role involves owning automated journeys, building playbooks for onboarding, adoption and renewals, and monitoring health metrics to preempt churn.

Qualifications

• 2 years minimum experience in Customer Success, Sales, Business Development or Account Management.
• Experience using Customer Success platforms such as ChurnZero, Gainsight, Planhat or similar.
• Strong analytical mindset with the ability to interpret customer data and translate into actions.
• Experience managing automated lifecycle campaigns or digital engagement strategies.
• Ability to balance customer experience with commercial outcomes at scale.
• Comfortable working cross functionally across CS, Marketing and Product.
• Sector training in Construction or supply chain risk management preferred.
• Exceptional writing communication skills and tone adaptability.
• Fast learner with ability to adapt to new information and systems.
• Demonstrates agility in learning and applying new skills and technologies.
• Ability to prioritise and work effectively under pressure.
• Dependable and organised with follow-through.
• Enthusiastic about technology with strong computer literacy.

Responsibilities

• Own and optimise automated customer journeys within ChurnZero to ensure timely and relevant engagement.
• Build and manage digital automation playbooks for onboarding, adoption, renewal and expansion.
• Test and improve digital engagement strategies using performance data.
• Monitor customer health metrics at scale and identify anomalies.
• Translate data insights into targeted interventions to prevent churn and boost product adoption.
• Guide customers to self-service resources, webinars and training content.
• Support renewal readiness through automated engagement and value reinforcement campaigns.
• Collaborate with Product, Marketing and Customer Success to improve messaging and journeys.
• Feed back insights from automation performance and customer data to drive improvements.
• Maintain accurate tracking of journeys, engagement metrics and campaign performance.
• Ensure all automated communications align with brand and customer value messaging.
• Manage end-to-end customer journey and optimize lifecycle coverage for techtouch customers.
• Identify gaps where customers are not receiving timely engagement.
• Define customer segments based on behaviour, product usage and lifecycle stage.
• Deliver personalised communications at scale.
• Inform future campaigns and content strategy based on insights.
• Build early warning systems to intervene before churn.
• Become internal expert on ChurnZero capabilities.
• Identify opportunities to improve system usage, efficiency and scalability.

Skills

2 years experience

Customer Success

Analytical mindset

Lifecycle campaigns

Cross-functional

Tech-savvy

Tools

ChurnZero

Gainsight

Planhat

Job description

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary:

As a Digital Customer Success Manager, you will be responsible for delivering customer success at scale through automated and data driven engagement strategies. Your mission is to drive customer retention, product adoption and growth across a large customer base by leveraging tools such as ChurnZero, identifying behavioural trends, and delivering targeted lifecycle communications and enablement.

Rather than managing a traditional portfolio, you will oversee digital customer journeys, ensuring customers receive the right message, at the right time, to maximise value from their membership.

Salary offered: £32,000

Job Responsibilities:

• Own and optimise automated customer journeys within ChurnZero, ensuring engagement is timely, relevant and aligned to customer lifecycle stages.
• Build and manage digital automation playbooks for onboarding, adoption, renewal preparation and expansion opportunities.
• Continuously test, refine and improve digital engagement strategies using performance data and insight.
• Monitor customer health metrics at scale, identifying anomalies within ‘healthy’ customers such as:
• Usage gaps,
• Drop in engagement, and
• Missed feature adoption.
• Translate data insights into targeted interventions to prevent unexpected future churn and increase product adoption.
• Ensure customers are guided towards self-service resources, webinars and training content to drive adoption.
• Support renewal readiness through automated engagement and value reinforcement campaigns.
• Partner with Product, Marketing and Customer Success teams to improve messaging, journeys and customer experience.
• Support continuous improvement initiatives by feeding back insights from automation performance and customer data.
• Maintain accurate tracking of customer journeys, engagement metrics and campaign performance.
• Ensure all automated communications align with brand, tone and customer value messaging.
• Manage end-to-end customer journey and continuously improve lifecycle coverage for our techtouch customers.
• Identify gaps where customers are not receiving timely engagement.
• Define customer segments based on behaviour, product usage, and lifecycle stage.
• Deliver personalised communications at scale rather than one size fits all messaging.
• Use insights to inform future campaigns and content strategy.
• Build early warning systems to ensure intervention happens before a customer churns.
• Become an internal expert on ChurnZero automation capabilities.
• Identify opportunities to improve system usage, efficiency and scalability.

Skills and Experience

The ideal candidate we would like would have most, if not all the following qualities or experience:

• 2 years minimum experience working in Customer Success, Sales, Business Development or Account Management.
• Experience using Customer Success platforms such as ChurnZero, Gainsight, Planhat or similar.
• Strong analytical mindset with the ability to interpret customer data and translate into actions.
• Experience managing or contributing to automated lifecycle campaigns or digital engagement strategies.
• Ability to balance customer experience with commercial outcomes at scale.
• Comfortable working cross functionally across Customer Success, Marketing and Product.
• We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.
• Someone with exceptional writing communication skills and is able to adapt tone for different audiences.
• Someone who is enthusiastic and shows passion and excitement for their job.
• A fast learner with the ability to adapt to new information and systems efficiently.
• Demonstrates agility in learning and applying new skills and technologies.
• Someone who can prioritise, and perform effectively under pressure.
• Someone who is dependable and organised and can follow through on commitments they make both internally and externally.
• Enthusiastic about technology with strong computer literacy.

What we offer:

As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:

• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office