Customer Success Manager

3Search; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Equity

Hybrid work (2 days in London)

Job summary

3Search is partnering with a fast-growing UK neurotech company to hire their first Customer Success Manager. You will build CS from the ground up, owning onboarding, activation and retention while shaping scalable processes and tooling.

Join a budding, early-stage business with a unique health tech product that helps manage chronic stress, and grow into leadership as the company scales across UK and US.

Qualifications

• 3+ years in Customer Success, CX or similar role.
• Experience in startup or early-stage environments.
• Experience with D2C or subscription-based products.
• Ability to map and improve customer journeys and playbooks.
• Interest in using AI/automation to scale CS.
• Proactive, ownership-driven mindset.

Responsibilities

• Own end-to-end post-purchase journey from onboarding to retention.
• Improve subscription health, reduce churn, increase LTV.
• Build CS processes, workflows and playbooks from scratch.
• Develop support operations incl. ticketing, escalation, knowledge resources.
• Identify opportunities to use AI/automation to enhance experience.
• Review and develop CS tooling stack and feedback loop with product/marketing.

Skills

Customer Success

Startup experience

D2C/subscription

Journey mapping

AI/Automation interest

Ownership mindset

Tools

Ticketing platforms

Job description

3Search is partnering with one of the UK’s fastest-growing neurotech companies to hire their first Customer Success Manager.

This is a really exciting opportunity for someone who wants to do more than step into an established CS function. You’ll be joining an early-stage, rapidly growing business where you’ll have the autonomy to build Customer Success from the ground up and as the company grows, have the opportunity to grow into a leadership role.

The business has developed a first-of-its-kind health technology product designed to help people better manage chronic stress.

The role

As the first Customer Success hire, you’ll take ownership of the entire post-purchase customer journey, from onboarding and activation through to engagement, retention and ongoing support.

You’ll have the opportunity to look at what exists today, understand the customer journey and decide what great Customer Success should look like as the business scales.

A key part of the role will be building the systems, processes and technology behind the function, using AI and automation wherever possible to create a customer experience that can scale without simply adding more people.

You’ll be responsible for:

• Owning the end-to-end customer journey across onboarding, activation, engagement and retention


• Improving subscription health, reducing churn and increasing customer lifetime value


• Building Customer Success processes, workflows and playbooks from an early starting point


• Developing support operations including ticket management, escalation processes and knowledge resources


• Identifying opportunities to use AI and automation to improve the customer experience


• Reviewing and developing the CS and support tooling stack


• Creating a strong voice-of-customer feedback loop across product, clinical and marketing

What we’re looking for:

• Three years of experience within Customer Success, Customer Experience or a similar customer-focused role


• Experience working within a startup or early-stage environment


• Exposure to a D2C, B2C or subscription-based product


• Experience improving or building customer journeys, processes and playbooks


• A strong understanding of retention, churn, engagement and LTV


• Hands-on experience with Customer Success, support or ticketing platforms


• An interest in AI and automation and how technology can be used to create a better, more scalable customer experience


• A proactive approach and the confidence to take ownership without needing an established structure around you

What's in it for you?

• £45,000-£65,000 basic salary + meaningful equity


• Hybrid working with around 2 days per week in the London office


• Direct access to AI expertise, with the freedom to introduce new tools, automation and ways of working


• Join a fast-growing neurotech business with customers already across the UK and US


• Work on a genuinely meaningful product focused on improving people's health and wellbeing


• Clear progression into Customer Success leadership, with the opportunity to build and lead the team as the business grows internationally

If you’re currently working in Customer Success or Customer Experience and like the idea of taking everything you’ve learned and using it to build a function from the ground up, I’d love to hear from you!