Customer Success Manager

Go1 Europe; United Kingdom; Remote; GBP 35,000 - 45,000; Full time

Job summary

A global learning solutions company in the UK is seeking a Customer Success Associate to enhance customer engagement and retention. You will support an expanding client base, ensuring they maximize their use of the platform while collaborating closely with teams to develop strategic initiatives. The ideal candidate will have a strong track record in customer success and data-driven decision-making.

Benefits

Competitive incentive plan

Employee Stock Option Plan

Monthly work from home reimbursement

One-time home office setup budget

Unlimited access to Learning Hub

Volunteer leave

Flexible public holidays

Family planning and parental leave

Wellness initiatives

Qualifications

• At least two years of experience in customer success with proven KPIs.
• Ability to engage with customers and understand their needs.
• Experience with data and analytics to drive customer engagement.

Responsibilities

• Support a rapidly growing customer base while focusing on retention.
• Develop strategies for customer engagement and success.
• Utilize data insights to mitigate churn risk and enhance customer growth.

Skills

Creative problem-solving

Customer relationship building

Data analysis

Client success planning

Job description

Overview

At Go1, we’re on a mission to enable companies to achieve the impossible by maximizing the potential of their people. From a small startup to the world’s largest aggregator of learning content, we’ve grown by solving hard problems, embracing ambiguity, and never standing still. If you thrive on change, get energy from big, complex challenges, and are excited to grow fast alongside smart, ambitious people, then Go1 might be exactly what you’re looking for. We offer autonomy with accountability, space to experiment, and the opportunity to shape solutions that impact millions of learners worldwide. We don’t have all the answers — and that’s the point. We figure it out together. Every line of code, every conversation, every bold idea helps move us closer to our mission: to enable individuals, organizations, and society to progress. There’s still so much to build — and even more to discover. Go there with us.

What you’ll do

As a Customer Success Associate at Go1, you’re pivotal in driving lasting customer value through engagement, adoption, and advocacy. Your focus spans customer retention and responsiveness for our SMB clients and reseller partners. You’ll identify segments needing support, collaborate on scalable solutions, and ensure our customers derive maximum value from our platform. We’re seeking individuals with a knack for creative problem-solving, resilience, and a passion for customer success.

How you’ll make a difference

• Support a rapidly growing customer base while balancing an “at-scale” mentality with a customer-centric approach.
• Work closely with the Customer Strategy team to research and develop customer engagement strategies through email, live training and proactive scaled at-risk outreach.

Responsibilities and expectations

• Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support that results in customer success at Go1.
• Respond promptly to customer inquiries, leveraging our resources and tools to empower them to maximise their use of Go1.
• Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets.
• Contribute to the development and iteration of the scaled CS model, knowledge base, tools and resources, and repeatable group engagement programs.
• Maintain accurate and complete customer records, activities, interactions, and risks using internal tools & systems.
• Utilise Gainsight’s action insights and data for proactive outreach to mitigate churn risk and facilitate customer growth.
• Identify customer champions to join a growing community of advocates that positively reflect and promote the Go1 brand.
• Mentor, coach and support other CSMs in pursuit of overall Go1 success.
• Share GRR and Customer Satisfaction targets, working as a team to renew and retain the portfolio of customers.

Why you’ll love this role

• Drive Results: Utilise data, our technology stack and customer insights to achieve company objectives in product adoption and engagement.
• Shape Education: Directly influence how customers engage with our learning catalogue, revolutionising how employees up-skill and build a love of learning.
• Be the voice of customers: Provide best-in-class support, take ownership and escalate as appropriate, enabling product improvements.
• Grow personally and professionally: Learn and share best practices at global scale, invest in your growth and well-being with available resources, and collaborate with colleagues worldwide.

Why You’re a Great Fit

• Track Record of Success: At least two years of demonstrated history of surpassing KPIs including customer retention, health scores, product adoption, and customer satisfaction.
• Relationship Building: Excel at establishing meaningful connections with customers at different leadership levels and drive action.
• Data & Analytics: Enjoy diving into customer data to uncover trends and insights that drive engagement with the Go1 product.
• Collaborative Mindset: Reliable teammate who values diverse perspectives while advocating for your convictions.
• Client Success Mindset & Planning: Experience in client success planning, using discovery questions, active listening, and synthesis of goals to uncover needs.

We welcome you to apply even if you don’t exactly meet the criteria above, because we value diverse perspectives and potential contributions.

Benefits

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One-time work from home office setup budget
• Unlimited access to the Go1 Learning Hub
• Volunteer leave to give back to the community
• Flexible public holidays — take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.