Customer Success Manager

About the role

Our Customer Success team are the single point of contact for customers after a death, guiding them from the very first bereavement call through to the administration of the estate. We're standing this team up now, ahead of the technology build, and we need someone to run it and shape it. As the Customer Success Manager, you'll own the day-to-day running, performance and development of our founding customer success team. You'll bring people together from across New Business and our bereavement support line into one team, make sure they're set up to give customers an exceptional experience while hitting their targets, split work sensibly across the day, coach people to do their best, and keep the team motivated through a period of real change and growth. The Customer Success model is new and still being shaped: the journey, the touchpoints, the targets, and the software around it. There will be ambiguity and a lot of moving parts. Your job is to thrive in that, bringing operational structure, calm and momentum, and helping your team feel supported and reassured as we shape the role and its tooling together.