Founding Customer Success Architect

Bolter; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

Bolter is seeking a Founding Customer Success Manager to build Bolter's CS function from scratch. You will onboard operators, map their processes to blueprints, and drive retention with a scalable success model.

You will own the feedback loop with users and work closely with the product team to shape future features, while creating the onboarding playbooks and health metrics to scale the department.

Qualifications

• 5+ years in customer success or related role in fast-scaling tech startups.
• Ability to map processes into steps, exceptions and sign-offs.
• Fluent with AI tools and curious about agents.
• Excellent written and spoken English.
• Willingness to own outcomes in ambiguity.

Responsibilities

• Lead concierge onboarding sessions for each new operator batch.
• Collaborate with operators to map processes into blueprints.
• Maintain live, recurring work through proactive check-ins and reactivation efforts.
• Synthesize user feedback and present to the product team for action.
• Develop onboarding playbooks and engagement metrics; support team hiring.

Skills

Customer success

Account management

Onboarding

AI tools

English fluency

Communication

Job description

Bolter is seeking a Founding Customer Success Manager to build Bolter's CS function from scratch. You will onboard operators, map their processes to blueprints, and drive retention with a scalable success model.

You will own the feedback loop with users and work closely with the product team to shape future features, while creating the onboarding playbooks and health metrics to scale the department.