UK Customer Success Manager

Paul Gough Media

Become a Key Player at Paul Gough Media as a Customer Success Manager!

At Paul Gough Media, we’re on a mission to help private physical therapy clinics around the world grow, thrive, and deliver better care. Our innovative CRM, powerful marketing systems, and expert team are behind the success of hundreds of clinics worldwide. Now, we’re looking for an enthusiastic Customer Success Manager to join our growing team and ensure that our clients experience seamless, impactful onboarding, and continued success long after their launch.

What You’ll Do

As a Customer Success Manager, you’ll be the go-to expert for your clients, guiding them from their first steps with us to long-term, sustained success. You’ll be part of a team that thrives on delivering exceptional service and helping clients unlock the full potential of our systems.

• Onboard New Clients Like a Pro: You’ll lead welcoming, high-energy Zoom sessions and help clients quickly get familiar with our CRM and marketing tools. Your goal? Make them feel confident and excited about their new system, setting them up for early wins right from the start.
• Build Lasting Relationships: You won’t just wait for clients to reach out, you’ll proactively check in, ensuring they’re happy, engaged, and maximizing the value of what we offer. You’ll be their trusted advisor, offering solutions when challenges arise and celebrating their successes.
• Ensure Smooth Launches & Ongoing Support: You’ll guide clients through the entire onboarding process, ensuring that their website is live, lead capture systems are integrated, and content is activated. Your attention to detail will ensure that nothing slips through the cracks, and you’ll act as a problem solver whenever needed.
• Drive Client Success: Whether it’s through strategic guidance or offering resources, you’ll help clients hit their growth goals, making sure they’re fully leveraging our systems to generate leads, convert patients, and ultimately, grow their practice.
• Collaborate Across Teams: You’ll work closely with our sales and marketing teams to share success stories, identify opportunities for improvement, and help shape the future of our client success initiatives.

Why This Role Is a Perfect Fit for You

You’re passionate about helping others succeed and thrive. You enjoy problem solving, building relationships, and guiding clients through the complex world of technology and marketing. Here’s what makes you stand out:

• Experience with Customer Success: You have 2-4 years of experience in customer success, onboarding, or account management (experience in SaaS or agency settings is a plus).
• Strong Communication Skills: Whether it’s a Zoom call, Slack message, or email, you can communicate clearly, confidently, and with a friendly tone.
• Detail Oriented: You’re the type of person who catches the little things that make a big difference. From contracts to workflows, you ensure that everything is accurate and on track.
• Proactive & Organized: You can manage multiple clients, deadlines, and priorities with ease, ensuring nothing falls through the cracks. You stay on top of everything with a great organizational system.
• Tech Savvy & Client Focused: You’re comfortable with tools like Google Workspace, project management platforms (Monday/Asana/Trello), and basic CRM functions, but most importantly, you love helping clients use tech to solve problems and achieve their goals.

How We Set You Up for Success

We believe in investing in our team and setting you up for growth. Here’s how we’ll help you succeed:

• In Depth Training: You’ll receive a comprehensive 30 day onboarding process, complete with product training, playbooks, and the opportunity to shadow calls to learn the ropes.
• Ongoing Mentorship: Weekly coaching with our Head of Client Success to ensure you’re supported and continuously improving in your role. Plus, there’s a clear path for career growth, whether that’s stepping into a Senior CSM role or becoming a Team Lead.
• Real Time Feedback: You’ll receive constant feedback to help you refine your approach and see the impact you’re making on both the team and the clients you serve.

Why You’ll Love Working Here

• Collaborative Environment: You’ll be joining a tight knit, passionate team who loves supporting each other and celebrating wins together.
• Career Growth: We’re a fast growing company, and there are plenty of opportunities for you to grow within your role and take on new challenges.

Job Details

• Location: Hartlepool, UK (In office, Full time)
• Hours: Monday – Friday, 10:30 AM – 6:30 PM
• Salary: £25,000 – £30,000 (based on experience)

If you’re ready to make an impact in a dynamic, fast growing company and help clients succeed, we’d love to hear from you. Apply today to join the Paul Gough Media team!