Customer Success Manager

Customer Success Manager 
East Midlands, Remote
50-55k (doe)
Fixed Term Contract, 6 months
Monday to Friday, 35 hours

This role represents the voice of independent retailers, shaping the end-to-end customer success journey for small business partners using a self-serve digital platform. The Customer Success Manager will design and optimise the journeys, guidance, and interventions that enable partners to onboard smoothly, create high-performing offers, and achieve value quickly.

This is an AI-native, product-led role focused on building scalable success through digital experiences, content, automation, and self-serve support. Working closely with Product, Engineering, UX, Marketing, and Member Services, you will help ensure partners can succeed independently, without the need for a traditional, high-touch success function.

What You’ll Be Doing

• Own and continuously enhance the end-to-end journey, from onboarding and activation through to offer creation, optimisation, and ongoing re-engagement.
• Design and deliver scalable, digital-first support experiences, including structured onboarding flows, help centre content, templates, FAQs, in-product guidance, and automated communications.
• Develop an AI-enabled support model by identifying opportunities to leverage AI assistants, knowledge bases, and automation to resolve common partner needs without manual intervention.
• Collaborate with Product, Engineering, and UX teams to define requirements and improve the self-serve experience, informed by behaviour data, friction points, and success outcomes.
• Analyse feedback, usage data, and behavioural insights to identify drop-off points and prioritise improvements across journeys, content, and product experience.
• Support marketing and lifecycle initiatives by providing insight into drivers of partner activation, improved offer quality, and long-term engagement.
• Support partner activation and re-engagement campaigns, ensuring messaging and approach resonate with SMEs
• Work closely with the project team and operational stakeholders to ensure ideas turn into action

What You’ll Bring

• Experience designing customer onboarding, activation, or success journeys in a software, platform, or digital product environment.
• Ability to create clear, effective self-service content and scalable support experiences for customers
• Ability to analyse customer behaviour, common friction points, and performance data to identify opportunities for experience improvement.
• Skilled in using insight, experimentation, and feedback to improve journeys, content, and product adoption
• Understanding of SMEs and the needs of local small retailers using digital platforms to promote their business.
• Familiarity with customer success, lifecycle, or product-led growth approaches in software or marketplace environments.
• Experience working in an Agile software development environment and translating customer needs into product and experience improvements.
• Experiences in AI tools and automation, with the ability to apply them practically to customer journeys and online support.

Please note: Although the role is remote, ideally we are looking for candidates based in the East Midlands, as there may be occasional requirements to visit the head office. This role is a Fixed-Term Contract for 6 months. 

Unfortunately, due to the volume of applications we receive, we are unable to contact all candidates. If you have not heard from a consultant within three days, please assume that you have been unsuccessful. 

INDTEMP