Customer Success Manager (UK)

General Information

About Coaching.com

Coaching.com is the platform powering the global coaching industry.

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.

We work with leading organizations and coaching providers around the world to make high-quality coaching easier to deliver, manage, and scale.

The Role

We are looking for a proactive, commercially minded Customer Success Manager to own and strengthen relationships with our Enterprise customers and strategic partners.

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.

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.

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.

What You'll Own

Customer Relationships & Success

• Serve as the primary strategic point of contact for a portfolio of Enterprise customers and partners.

• Develop a strong understanding of each customer's goals, use cases, stakeholders, and measures of success.

• Build trusted relationships with customer stakeholders, including senior and executive-level leaders.

• Proactively guide customers toward stronger adoption, engagement, and outcomes throughout their lifecycle.

Onboarding, Training & Adoption

• Lead customer onboarding and platform implementation to create a strong first experience with Coaching.com.

• Deliver engaging virtual training, demonstrations, and enablement sessions for administrators and stakeholders.

• Help customers translate their business needs into effective platform workflows and practices.

• Monitor adoption and proactively identify opportunities to help customers gain greater value from the platform.

Retention & Account Growth

• Own customer health and proactively identify risks before they become renewal concerns.

• Partner with customers throughout the lifecycle to support strong retention and successful renewals.

• Identify opportunities for account expansion, additional platform usage, and relevant Coaching.com solutions.

• Work collaboratively with Sales and internal teams to support expansion and cross-sell opportunities.

Customer Advocacy & Product Partnership

• Represent the voice of the customer internally.

• Gather and synthesize customer feedback, needs, and recurring challenges.

• Partner closely with Product, Support, Sales, and other teams to improve both the platform and overall customer experience.

• Help identify patterns and opportunities that can improve the experience across the broader customer base.

Customer Success Excellence

• Maintain accurate account information, activity, opportunities, risks, and next steps within our CRM and Customer Success systems.

• Use customer data, engagement signals, and business context to prioritize proactive outreach.

• Contribute to scalable Customer Success processes, resources, webinars, and customer education.

• Help us continually improve how Coaching.com delivers an exceptional customer experience.

What We're Looking For

• 2+ years of experience in Customer Success, Account Management, or a similar client-facing role within a technology or SaaS organization.

• Experience managing ongoing B2B customer relationships, ideally including Enterprise accounts.

• Strong relationship-building skills and confidence communicating with senior and executive-level stakeholders.

• Excellent presentation, facilitation, and virtual communication skills.

• Ability to learn technology quickly and confidently guide customers through software workflows and solutions.

• Strong commercial awareness with an understanding of retention, expansion, churn, adoption, and account health.

• Proactive and highly organized, with the ability to manage multiple customers, priorities, and projects simultaneously.

• Comfortable using data and customer insights to identify risks and opportunities.

• Experience with CRM and customer communication platforms such as HubSpot and Intercom.

• Comfortable operating in a fast-moving environment where priorities evolve and team members take ownership beyond narrowly defined responsibilities.

• A genuine desire to become an expert in the Coaching.com platform and a trusted resource for customers.

• Self-directed and resourceful. You do not wait for a customer problem to become urgent before taking action.

Bonus Points

• Experience working with Enterprise SaaS customers.

• Experience in HRTech, Learning & Development, coaching, talent development, or professional services.

• Experience working successfully within a distributed or remote team.

• Experience supporting software implementations, onboarding, or change management.

How We Define Success

Success in this role means your customers are not simply using Coaching.com. They are getting measurable value from it.

You will help drive:

• Strong customer adoption and engagement

• Successful onboarding and implementation

• Healthy Enterprise relationships

• High retention and renewal rates

• Identification of expansion opportunities

• Strong customer advocacy and satisfaction

• Clear, actionable customer insights that improve our product and experience

How to Apply

Please send the following to [email protected] with the subject line Customer Success Manager - UK:

1. Your resume

2. A short cover letter
   In 2 to 3 paragraphs, tell us why you are interested in Coaching.com and what makes you a strong fit for this position.

3. A short video introduction

Part of this role involves interacting with senior executives, Enterprise partners, and prospective clients, primarily through virtual meetings. You should be confident, professional, and comfortable communicating on camera.

Please record a short video of approximately 2 minutes answering the following questions:

• What is one thing you've learned about Coaching.com that stood out to you?

• Why are you excited about this opportunity?

• What strengths or experience would you bring that would help you succeed in this role?

Upload your video to Google Drive and include a shareable link with your application. Please confirm that the sharing permissions allow our team to view it.

Equal Opportunity

Coaching.com is an Equal Opportunity Employer. Employment decisions are based on merit, competence, and qualifications without regard to race, color, religion, gender, pregnancy, national origin or ethnicity, veteran status, disability, age, sexual orientation, gender identity, marital status, or any other status protected by applicable law.