Once For All
Digital Customer Success Manager
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Digital Customer Success Manager – Once For All
Once For All is a high-growth, cloud-based SaaS subscription business. Our technology helps customers to manage their supply chain governance, risk management, and compliance—serving over 250,000 customers across the UK in sectors including construction, transport, retail, hospitality, education, facility & property management, manufacturing, and government.
About the Role
As the Digital Customer Success Manager, you’ll deliver customer success at scale through automated, data-driven engagement strategies. Your mission is to ensure customer retention, product adoption, and growth by leveraging tools like ChurnZero, identifying behavioural trends, and tailoring outreach across the customer’s lifecycle.
Unlike traditional account management, you’ll focus on optimising digital customer journeys, ensuring the right messages reach the right customers at the right time—maximising value from every membership.
Key Responsibilities
Journey & Engagement Strategy
- Own and optimise automated customer journeys in ChurnZero, ensuring engagement remains timely, relevant, and lifecycle-aligned.
- Build and manage automated 'playbooks' for:
- Onboarding
- Adoption acceleration
- Renewal preparation
- Expansion opportunities
- Continuously test, refine, and improve engagement strategies using performance data and insights.
- Monitor customer health metrics at scale to flag anomalies, including:
- Usage gaps
- Declining engagement
- Unmet feature adoption
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Data-Driven Interventions
- Translate insights into targeted interventions to:
- Proactively prevent churn
- Increase product adoption
- Guide customers toward self-service resources, webinars, and training to foster independent adoption.
Strategic & Cross-Functional Collaboration
- Partner with Product, Marketing, and Customer Success teams to improve:
- Messaging strategies
- Journey flows
- Customer experience
- Support continuous improvement initiatives by feeding back trends and automation performance.
- Maintain clear tracking of customer journeys, engagement metrics, and campaign performance.
Messaging & Upsell Targeting
- Ensure all automated communications align with brand tone and customer value messaging.
- Identify segmentation gaps based on behaviour, usage, and lifecycle stage.
- Craft personalised, scalable communications (not one-size-fits-all) to drive retention.
- Build early warning systems to intervene before churn risks materialise.
Tool & Process Expertise
- Become an internal authority on ChurnZero automation.
- Continuously explore opportunities to improve system efficiency, scalability, and usability.
Skills & Experience
The ideal candidate should bring most—or all—of these qualities:
Technical & Industry Related
- 2+ years in Customer Success, Sales, Account Management, or Business Development.
- Experience with Customer Success platforms like ChurnZero, Gainsight, or Planhat (or similar).
- Basic understanding of supply chain risk management and construction industry challenges (though sector-specific training is provided).
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Analytical & Strategic
- Strong analytical mindset: Ability to interpret data-driven trends and spot intervention opportunities.
- Experience managing automated campaign ecosystems or digital engagement strategies.
- Comfort balancing customer experience with commercial outcomes at scale.
Behavioural & Attitudinal
- Clear, adaptable communicator: Whether writing emails, webinar scripts, or tool feedback, messaging must feel personal yet scalable.
- Passion for technology: Enthusiastic about adopting new tools while maintaining high computer literacy.
- Fast learner: Quick to absorb new systems, processes, and best practices.
- Private Medical Insurance (role-dependent)
- 25 days holiday + 8 Bank Holidays
- Ongoing CPD (Continuing Professional Development)
- 5-day holiday purchase scheme
- 1 paid, 1 unpaid day volunteering
- 24/7 Employee Assistance Programme
- Team/company offsites (industrial retreats, social events)
- Specsavers eye care voucher
- Fresh fruit, tea & coffee weekly (Basingstoke office)
We’re not just a team—we’re a force building a safer supply chain. Are you ready to help win?
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