Once For All UK
Digital Automation Specialist
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Digital Customer Success Manager
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. We work across public and private sector and have over 250k customers across the UK, spanning 20 different sectors including:
- Construction
- Transport
- Retail
- Hospitality
- Education
- Facility and property management
- Manufacturing
- Local and central government
Role Summary
As a Digital Customer Success Manager, you will be responsible for delivering customer success at scale through automated and data-driven engagement strategies. Your mission is to drive customer retention, product adoption and growth across a large customer base by leveraging tools such as ChurnZero, identifying behavioural trends, and delivering targeted lifecycle communications and enablement.
Rather than managing a traditional portfolio, you will oversee digital customer journeys, ensuring customers receive the right message, at the right time, to maximise value from their membership.
Job Responsibilities
- Own and optimise automated customer journeys within ChurnZero, ensuring engagement is timely, relevant and aligned to customer lifecycle stages.
- Build and manage digital automation playbooks for:
- Onboarding
- Adoption
- Renewal preparation
- Expansion opportunities
- Continuously test, refine and improve digital engagement strategies using performance data and insight.
- Monitor customer health metrics at scale, identifying anomalies within ‘healthy’ customers such as:
- Usage gaps
- Drop in engagement
- Missed feature adoption
- Translate data insights into targeted interventions to:
- Prevent unexpected future churn
- Increase product adoption
- Ensure customers are guided towards:
- Self-service resources
- Webinars
- Training content
- Support renewal readiness through automated engagement and value reinforcement campaigns.
- Partner with Product, Marketing and Customer Success teams to improve:
- Messaging
- Journeys
- Customer experience
- Support continuous improvement initiatives by feeding back insights from:
- Automation performance
- Customer data
- Maintain accurate tracking of:
- Customer journeys
- Engagement metrics
- Campaign performance
- Ensure all automated communications align with:
- Brand
- Tone
- Customer value messaging
- Manage end-to-end customer journey and continuously improve lifecycle coverage for our tech-touch customers.
- Identify gaps where customers are not receiving timely engagement.
- Define customer segments based on:
- Behaviour
- Product usage
- Lifecycle stage
- Deliver personalised communications at scale rather than ‘one size fits all’ messaging.
- Use insights to inform:
- Future campaigns
- Content strategy
- Build early warning systems to ensure intervention happens before a customer churns.
- Become an internal expert on ChurnZero automation capabilities.
- Identify opportunities to:
- Improve system usage
- Enhance efficiency
- Increase scalability
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Skills and Experience
The ideal candidate should have most, if not all, of the following qualities or experience:
- 2 years minimum experience working in:
- Customer Success
- Sales
- Business Development
- Account Management
- Experience using Customer Success platforms such as:
- ChurnZero
- Gainsight
- Planhat
- Similar platforms
- Strong analytical mindset with skills to:
- Interpret customer data
- Translate data into targeted actions
- Experience managing or contributing to:
- Automated lifecycle campaigns
- Digital engagement strategies
- Ability to balance:
- Customer experience
- Commercial outcomes
- At scale
- Comfortable working cross-functionally across:
- Customer Success
- Marketing
- Product
- Basic understanding (onboarding provided for specific training) of:
- Construction
- Supply chain risk management
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Preferred:
- Demonstrated understanding of the above sectors
Soft Skills and Mindset:
- Exceptional writing and communication skills
- Ability to adapt tone for different audiences
- Passionate and enthusiastic about their role and objectives
- Fast learner with the ability to adapt to new information and systems efficiently
- Demonstrates agility in learning and applying new skills and technologies
- Ability to prioritise and perform effectively under pressure
- Dependable and meticulously organised with the ability to follow through on commitments internally and externally
- Enthusiastic about technology with strong computer literacy
What We Offer
We provide a dynamic career opportunity in a fast-paced, growing environment as well as the following benefits:
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance (x3)
- 25 days holiday + 8 bank holidays
- Ongoing continuous professional development (CPD)
- Holiday purchase scheme (up to 5 days)
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365-day Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free tea, coffee, and fruit (Basingstoke office)
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