Customer Success Manager (UK)

<img src="https://we-work-remotely.imgix.net/logos/0077/5678/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> United States <br /><strong>URL:</strong> <a href="https://coaching.com">https://coaching.com</a> </p> <h1>Customer Success Manager (UK)</h1> <h2>General Information</h2> <div>     <p>Department</p> <p>Customer Success</p> <p>Reports to</p> <p>Director of Customer Success</p> <p>Location</p> <p>Remote, UK</p> <p>Start Date</p> <p>Immediate</p> <p>Compensation</p> <p>£55,000 - £60,000 + quarterly performance bonus*</p> </div> <h2> </h2> <h2>About Coaching.com</h2> <p>Coaching.com is the platform powering the global coaching industry.</p> <p>Our technology helps organizations, coaching companies, and professional coaches manage and scale coaching, from program administration and coach management to participant engagement, reporting, and more.</p> <p>We work with leading organizations and coaching providers around the world to make high-quality coaching easier to deliver, manage, and scale.</p> <h2>The Role</h2> <p>We are looking for a proactive, commercially minded Customer Success Manager to own and strengthen relationships with our Enterprise customers and strategic partners.</p> <p>You will guide customers from onboarding and implementation through adoption, ongoing success, renewal, and expansion. Your goal is not simply to help customers use the Coaching.com platform. It is to understand what they are trying to accomplish and help them use our technology successfully to achieve it.</p> <p>You will work closely with senior stakeholders at leading organizations and coaching companies, becoming a trusted partner who understands their goals, anticipates challenges, identifies opportunities, and ensures they receive meaningful value from Coaching.com.</p> <p>This is an opportunity for someone who loves the intersection of technology, relationships, problem-solving, and business growth and wants to help shape an evolving Customer Success function within a growing SaaS organization.</p> <h2>What You'll Own</h2> <h3>Customer Relationships & Success</h3> <ul> <li> <p>Serve as the primary strategic point of contact for a portfolio of Enterprise customers and partners.</p> </li> <li> <p>Develop a strong understanding of each customer's goals, use cases, stakeholders, and measures of success.</p> </li> <li> <p>Build trusted relationships with customer stakeholders, including senior and executive-level leaders.</p> </li> <li> <p>Proactively guide customers toward stronger adoption, engagement, and outcomes throughout their lifecycle.</p> </li> </ul> <h3>Onboarding, Training & Adoption</h3> <ul> <li> <p>Lead customer onboarding and platform implementation to create a strong first experience with Coaching.com.</p> </li> <li> <p>Deliver engaging virtual training, demonstrations, and enablement sessions for administrators and stakeholders.</p> </li> <li> <p>Help customers translate their business needs into effective platform workflows and practices.</p> </li> <li> <p>Monitor adoption and proactively identify opportunities to help customers gain greater value from the platform.</p> </li> </ul> <h3>Retention & Account Growth</h3> <ul> <li> <p>Own customer health and proactively identify risks before they become renewal concerns.</p> </li> <li> <p>Partner with customers throughout the lifecycle to support strong retention and successful renewals.</p> </li> <li> <p>Identify opportunities for account expansion, additional platform usage, and relevant Coaching.com solutions.</p> </li> <li> <p>Work collaboratively with Sales and internal teams to support expansion and cross-sell opportunities.</p> </li> </ul> <p><strong><br><br></strong></p> <h3>Customer Advocacy & Product Partnership</h3> <ul> <li> <p>Represent the voice of the customer internally.</p> </li> <li> <p>Gather and synthesize customer feedback, needs, and recurring challenges.</p> </li> <li> <p>Partner closely with Product, Support, Sales, and other teams to improve both the platform and overall customer experience.</p> </li> <li> <p>Help identify patterns and opportunities that can improve the experience across the broader customer base.</p> </li> </ul> <h3>Customer Success Excellence</h3> <ul> <li> <p>Maintain accurate account information, activity, opportunities, risks, and next steps within our CRM and Customer Success systems.</p> </li> <li> <p>Use customer data, engagement signals, and business context to prioritize proactive outreach.</p> </li> <li> <p>Contribute to scalable Customer Success processes, resources, webinars, and customer education.</p> </li> <li> <p>Help us continually improve how Coaching.com delivers an exceptional customer experience.</p> </li> </ul> <h2>What We're Looking For</h2> <ul> <li> <p>2+ years of experience in Customer Success, Account Management, or a similar client-facing r