Customer Success Specialist

GPTMate LTD; Chorley; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Free parking

Modern office in Chorley

Job summary

GPTMate is seeking a Customer Success & Operations Manager to own the post-sale journey from onboarding through renewal and expansion. You’ll manage 25+ live accounts, drive onboarding, and coordinate with product and development teams to improve the customer experience.

You’ll run first-line support, track health metrics, and build scalable processes as we grow from 25+ to 125+ clients. A hands-on, office-based role in Chorley with opportunities to influence product direction.

Qualifications

• 2+ years in customer success, account management or onboarding at a SaaS or digital business.
• Proven ownership of a customer book with retention and upgrade results.
• Technically confident: comfortable installing scripts on websites and working in CMS platforms.
• Organised and process-minded; you build checklists and playbooks.
• Clear, confident communicator with business owners and marketing teams.
• Able to commute to Chorley and work from the office.
• Experience with chatbots, AI tools, Google Ads or Meta Ads.
• Familiarity with CRM and billing tools (HubSpot, GoCardless, QuickBooks).

Responsibilities

• Take ownership of onboarding and rollout for new accounts from handover to go-live.
• Run regular check-ins and quarterly reviews showing leads, conversions and revenue.
• Own a book of 25+ live client accounts and scale to 125+ as we grow.
• Run first-line support and triage issues to development.
• Keep CRM and billing data accurate; track health and churn monthly.

Skills

Customer success

Account management

On onboarding

Communication

Organisation

Technical confidence

Tools

HubSpot

GoCardless

QuickBooks

Shopify

WordPress

Job description

Customer Success & Operations Manager – GPTMate

THE ROLE

You own every GPTMate customer from the moment they sign to the day they renew and upgrade. Sales closes the deal; you make it work, keep it working, and grow it.

Location: Strawberry Fields Digital Hub, Euxton Lane, Chorley, Lancashire PR7 1PS (close to M61 J8) – office-based, must be able to commute to Chorley

Hours: Full-time, Monday to Friday

Salary: £28,000–£33,000 base + retention and expansion bonus

Reports to: Richard Whyte, Founder

Works with: Account & Sales Manager, product and development team

ABOUT GPTMATE

GPTMate is an AI overlay for business websites. It qualifies leads, answers buyer questions, scores enquiries back into Google and Meta ads, and now handles inbound phone calls through an AI agent.

Businesses across optometry, retail, hire and more already run on GPTMate, with live deployments at Stotts Opticians, Armaplate and Fitbox. We're a small, funded team scaling quickly, and this is one of the core hires that gets us there.

WHAT YOU'LL OWN

Handover and rollout

• Take every new account from Sales with a clean handover: goals, package, key contacts, go-live date
• Run onboarding and rollout end to end – widget install, knowledge base setup, scoring and ads connections, phone agent configuration
• Get customers live fast and to first measurable result within 30 days
• Write and maintain the onboarding playbook, checklists and help content

Account management

• Own a book of 25+ live client accounts, growing as we scale
• Run regular check-ins and quarterly reviews showing customers the leads, conversions and revenue GPTMate drives
• Spot accounts at risk early and fix them before they churn
• Identify upgrade and add-on opportunities and either close them or pass them to Sales
• Be the customer's voice internally – feed product issues and feature requests to the dev team

Operations

• Run first-line support and triage technical issues to development
• Keep the CRM, billing records (GoCardless, QuickBooks) and account data accurate
• Track and report customer health, churn, NRR and onboarding times monthly
• Build the processes that let us scale from 25+ clients to 125+ without things breaking

WHAT SUCCESS LOOKS LIKE

First 90 days: you know every live account, have run a review with each, and have a documented onboarding playbook in use.

First 12 months: you are running a book of 80+ accounts with low churn, fast go-lives and a steady flow of upgrades.

• Time from signup to go-live: under 7 days
• Monthly logo churn: under 3%
• Accounts with a quarterly review: 100%
• Upgrades and add-ons from existing base: tracked monthly, bonus-linked

ABOUT YOU

• 2+ years in customer success, account management or onboarding at a SaaS or digital business
• Proven ownership of a customer book – you can point to retention and upgrade results
• Technically confident: comfortable installing scripts on websites, working in CMS platforms like Shopify or WordPress, and troubleshooting before escalating
• Organised and process-minded – you build the checklist rather than wait for one
• Clear, confident communicator with business owners and marketing teams
• Able to commute to Chorley and work from the office
• Experience with chatbots, AI tools, Google Ads or Meta Ads
• Familiarity with CRM and billing tools (HubSpot, GoCardless, QuickBooks)
• Startup or small-team experience where you wore several hats

WHAT WE OFFER

• A founding role in a funded AI business with real ownership of the customer side
• Bonus tied to retention and account growth
• Direct access to the founder and a say in how the product develops
• Modern office at Strawberry Fields Digital Hub, Chorley, with free parking