Connect Group
Customer Success Manager
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x2 Roles: Customer Success Roles (Agent & Lead)
Location: Hybrid in Southampton
Salary: £30,000 to £55,000, depending on role and experience
About Us
We are partnering with a specialist in a website platform tailored for visitor attractions, zoos, heritage sites, museums, and theme parks across the UK. With over 70 customers—including prominent destinations like The Blackpool Tower, Continuum Attractions, and the Black Country Living Museum—customer success is at the core of their growth. Because their customers operate on a monthly subscription model, their work doesn't end at launch; they want every client to derive long-term value, expand their platform usage, and become advocates for their product.
Our client is expanding their team and looking for passionate professionals to fill two key openings: Customer Success Agent and Lead Customer Success.
Role Overview & What You Will Do
Depending on your level of experience, your scope will encompass hands-on onboarding, day-to-day support, or end-to-end customer success ownership and team leadership:
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- Onboarding & Rollouts: Own rollout checklists from sales handover to launch—setting up the core CMS, structuring content, coordinating pre-launch technical/DNS/SEO checks, managing rollout targets, and training customers.
- Support & Helpdesk Management: Serve as a primary point of contact on the helpdesk, resolving CMS support queries, monitoring blockers, clearing escalations, and routing specialized issues to the wider team.
- Strategy & Scaling (For Lead Level): Define how they serve customers at scale using health scoring, in-platform prompts, automated reporting, and AI tooling to keep churn under 4% annually.
- Team Leadership & Commercial Impact (For Lead Level): Lead Customer Success Agents, oversee setup budgets, identify commercial opportunities, and feed customer insights into the product roadmap.
- Systemizing: Use AI tools and templates to accelerate setup, support, and reporting, while keeping the user guide and knowledge base up to date.
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What We Are Looking For
Essential Criteria (Need):
- Hands-on experience with a content management system (building pages, structuring content, managing media) alongside strong organization, reliability, and excellent communication skills across calls and writing.
- 3+ years in customer success, onboarding, or support within a subscription software or digital business, backed by a track record of improving retention, reducing support load through systems, and experience coordinating a small team.
- Strong attention to detail, comfort with websites/CMSs, data, or ROI, and curiosity/daily use of AI tools.
Useful Experience:
- Familiarity with web concepts (DNS, redirects, SEO, forms).
- Umbraco or similar CMS platform experience.
- Agency, SaaS, or digital business background.
- Freshdesk, HubSpot, or similar CRM/help desk tools.
- Tourism, leisure, attractions, or hospitality marketing background.
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