Customer Success Manager

About the role

We’re working with a fast‑growing B2C healthcare retailer to hire a Customer Success Manager at a key stage of their journey. This is a transformation role, focused on evolving a reactive support function into a proactive, efficient, and tech‑enabled customer success operation.

Responsibilities

• Take ownership of the end‑to‑end customer experience while leading a team of 6 remote support agents.
• Manage escalations and improve how the function operates, introducing better processes, optimising tools like Zendesk, and implementing automation and AI to reduce manual workload and improve customer engagement.
• Build a function that not only supports customers but actively drives retention, efficiency, and growth.
• Work closely with operations, logistics, and product teams to ensure a seamless customer journey, acting as the voice of the customer internally.
• Use data and insight to identify trends, improve service delivery, and influence decision‑making.
• Lead the role in a hybrid setting, with an expectation of four days a week in the office to begin with, with flexibility to move to three days over time.

Qualifications

• Experience in customer success or support with a strong operational mindset.
• Comfortable working in a high‑volume environment and confident in implementing new systems or processes.
• Ideally have exposure to automation or AI within a customer function.
• Background in B2C businesses, particularly retail or companies selling physical products at scale.
• Experience or exposure to healthcare or regulated environments is a bonus.
• Hands‑on, pragmatic, and commercially aware, either a step‑up candidate ready to take ownership or an experienced operator who enjoys building and improving functions in a scaling business.

Benefits and Culture

• Opportunity to shape a customer success function and use technology to drive smarter, more efficient ways of working.

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