Once For All
Customer Success Manager
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Customer Success Manager
Once For All: Digital Customer Success Manager
About the Company
Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps customers manage supply chain governance, risk management, and compliance. We serve public and private sectors with 250,000+ customers across the UK across 20 different sectors, including:
- Construction
- Transport
- Retail
- Hospitality
- Education
- Facility and property management
- Manufacturing
- Local and central government
About the Role
As a Digital Customer Success Manager, you’ll be responsible for delivering customer success at scale through automated and data-driven engagement strategies. Your mission? Drive customer retention, product adoption, and growth for a large customer base by leveraging tools like ChurnZero, identifying behavioural trends, and delivering targeted lifecycle communications.
Unlike a traditional portfolio management role, your focus will be on digital customer journeys—ensuring customers receive the right message, at the right time, to maximise value from their membership.
Responsibilities
Autoflows & Campaigns
- Own and optimise automated customer journeys within ChurnZero, ensuring engagement remains timely, relevant, and aligned with customer lifecycle stages.
- Build and manage digital automation playbooks for:
- Onboarding
- Product adoption
- Renewal preparation
- Expansion opportunities
Data-Driven Automation
- Continuously test, refine, and improve digital engagement strategies using performance data and insights.
- Monitor customer health metrics at scale, highlighting anomalies in “healthy” customers—such as:
- Usage gaps
- Drop in engagement
- Missed feature adoption
Proactive Interventions
- Translate data insights into targeted interventions to:
- Prevent unexpected churn
- Increase product adoption
Enablement & Education
- Guide customers toward:
- Self-service resources
- Webinars and training content
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Strategic Leadership
- Partner with Product, Marketing, and Customer Success teams to improve:
- Messaging
- Journeys
- Customer experience
Performance Tracking
- Maintain accurate records of:
- Customer journeys
- Engagement metrics
- Campaign performance
Scale with Scalability
- Ensure all automated communications align with the brand’s tone, messaging, and value propositions.
Key Accountabilities
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Manage the end-to-end customer journey and continuously improve lifecycle coverage for all TechTouch customers.
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Identify gaps in timely engagement and address them proactively.
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Define customer segments based on:
- Behaviour
- Product usage
- Lifecycle stage
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Deliver personalised (not ‘one-size-fits-all’) communications at scale.
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Forecast churn risks with early-warning systems that ensure proactive intervention.
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Build expertise in ChurnZero automation capabilities to optimise system usage.
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Drive improvements in efficiency and scalability across automated workflows.
Qualifications
The ideal candidate will bring most, if not all, of the following attributes:
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2+ years’ experience in Customer Success, Sales, Business Development, or Account Management.
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Familiarity with Customer Success platforms such as:
- ChurnZero
- Gainsight
- Planhat
- (or similar tools)
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A strong analytical mindset, able to:
- Interpret customer data
- Convert insights into actionable strategies
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Experience with:
- Automated lifecycle campaigns
- Digital engagement strategies
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Ability to balance customer experience with commercial outcomes at scale.
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Comfortable collaborating across multiple teams, including:
- Customer Success
- Marketing
- Product
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While sector-specific training will be provided, a basic understanding of Construction or supply chain risk management would be advantageous.
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Exceptional writing and communication skills, including:
- Customising tone for different audiences
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Passion and enthusiasm for the role and purpose.
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Fast learner with the ability to:
- Adapt to new systems, technologies, and workflows quickly
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Capable of:
- Prioritising tasks
- Performing under pressure
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Demonstrates dependability and organisation by:
- Delivering on commitments internally
- Following through externally
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Tech-savvy with strong computer literacy.
Benefits Package
When joining Once For All, you’ll enjoy a fast-paced, growing business with a comprehensive benefits package.
| Benefit | Details |
|---|---|
| Wellness & Health | Wellness fund or Private Medical Insurance (role-based) |
| Pension | |
| Life Assurance | |
| Holiday | 25 days (per annum) + 8 Bank Holidays |
| Development | Continuing Professional Development (CPD) support |
| Holiday Purchase | Up to 5 additional paid holiday days |
| Volunteering | 1 paid + 1 unpaid volunteering day per year |
| Employee Assistance | 24/7 & 365-day Employee Assistance Programme |
| Social Benefits | Team and company offsite events |
| Eye Care | Specsavers voucher for eye care |
| Office Perks | Free tea, coffee, and fruit (Basingstoke office) |
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