Customer Success Manager

Remote, UK based

£40,000 - £50,000

My client, is a start-up in the Media industry and you will be coming onboard as their first Customer Success Manager, you’ll shape the foundation of everything user-facing—from onboarding and support to community-building and lifecycle engagement. You’ll work closely with key stakeholders to launch the customer success function, help build out the team, and put in place scalable processes that turn curious new users into active, long-term community members.

Early on, the role will also be quite hands-on. You’ll be responding to emails, helping users troubleshoot, and figuring out how to best support their creative goals. It’s a great fit for someone who loves building things from the ground up and doesn’t mind jumping into the details.

What You'll Be Doing

• Setting up the customer success function from scratch
• Onboarding new users and making sure they feel supported from day one
• Managing day-to-day customer support (email, chat, video calls)
• Troubleshooting issues and coordinating with the product team to get them resolved
• Building relationships with artists, studios, curators and other creative users
• Creating helpful resources—FAQs, guides, templates, etc.
• Gathering user feedback and feeding it into product and company strategy
• Laying the groundwork for a customer success team as the company grows

What They're Looking For

• 3+ years in customer success, client services, or account management
• Experience working with creative clients or in media, art, or tech
• Great communication skills—you’re clear, friendly, and confident
• Someone who’s comfortable in a fast-paced, early-stage environment
• Organised, self-motivated, and good at juggling a few things at once
• Curious and empathetic—you like understanding people’s needs and helping them out
• Bonus if you’ve used tools like Intercom, HubSpot, Notion, or Airtable

Nice-to-Haves

• Experience with SaaS or platform-based products
• Some exposure to the creative industries or cultural sector
• Comfortable writing help docs or building support workflows
• Interest in community-building or events