Founding CSM — Build from Scratch with AI

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 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.