Customer Success Manager

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 roleAs 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 retentionImproving subscription health, reducing churn and increasing customer lifetime valueBuilding Customer Success processes, workflows and playbooks from an early starting pointDeveloping support operations including ticket management, escalation processes and knowledge resourcesIdentifying opportunities to use AI and automation to improve the customer experienceReviewing and developing the CS and support tooling stackCreating a strong voice-of-customer feedback loop across product, clinical and marketingWhat we’re looking for:Three years of experience within Customer Success, Customer Experience or a similar customer-focused roleExperience working within a startup or early-stage environmentExposure to a D2C, B2C or subscription-based productExperience improving or building customer journeys, processes and playbooksA strong understanding of retention, churn, engagement and LTVHands-on experience with Customer Success, support or ticketing platformsAn interest in AI and automation and how technology can be used to create a better, more scalable customer experienceA proactive approach and the confidence to take ownership without needing an established structure around youWhat's in it for you?£45,000–£65,000 basic salary + meaningful equityHybrid working with around 2 days per week in the London officeDirect access to AI expertise, with the freedom to introduce new tools, automation and ways of workingJoin a fast-growing neurotech business with customers already across the UK and USWork on a genuinely meaningful product focused on improving people's health and wellbeingClear progression into Customer Success leadership, with the opportunity to build and lead the team as the business grows internationallyIf 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!abbie@3searchgroup.com