Customer Success Manager

About us

We’re on a mission to change people's relationship with alcohol around the world. Since 2015, our award-winning alcohol-free challenges have helped over 100,000 members to transform their lives.

We’re a preventative health company, helping people have a better relationship with alcohol with an approach based on positive psychology and the latest behavioural science. For some that means going completely alcohol-free, but for many it just means drinking less.

Not drinking isn’t a prerequisite for working at OYNB, but we’re confident that once you start working here, you’ll want to drink less, exercise more, and ultimately change your life in positive ways you never imagined. That’s the by-product of working at OYNB. We change lives... yours too.

We’re a dynamic start-up at a scaling-up stage, looking for great talent to help us make an extraordinary impact on people’s lives!

About the role

As a Customer Success Manager at OYNB, you will play a pivotal role in driving the success and satisfaction of our executive level members of our flagship high ticket coaching program. Your primary focus will be to provide outstanding support and guidance to our Complete

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Control/Limitless Control community, empowering them to navigate their journey and achieve their goals.

In this dynamic position, you will actively engage with our members, creating strong relationships, and delivering personalised assistance tailored to their unique needs. As their trusted ally, you will ensure that their experience with OYNB is seamless and fulfilling. This relationship will be pivotal in the individuals long term success and continued retention within the program.

Your responsibilities will encompass providing exceptional customer support across various channels, including Email, Slack, Phone and Video Calls. Proactively addressing inquiries, concerns, and feedback, you will deliver timely resolutions while nurturing a sense of trust and fulfilment among our valued members. Your dedication might also involve weekend contact with members to ensure continuous support if needed.

Key Responsibilities:

• ● Serve as the primary point of contact for our Complete Control community, building strong relationships and providing personalised assistance.
• ● Customer Onboarding: Running the onboarding process for your allocated new customers, guiding them through product/service setup, and ensuring a smooth transition into the program.
• ● Participate in daily calls with facilitators to ensure effective communication and collaboration.
• ● Maintain and update all trackers regularly to ensure accurate and up-to-date data.
• ● Efficiently track and record coaching sessions for each member to maintain
• comprehensive records and monitor progress effectively.
• ● Proactively monitor the experience of each of your assigned members, asking questions
• to uncover the difficult answers and solving a problem before the member realises there
• is one.
• ● Respond within company KPIs to members' Slack messages and emails, addressing
• their inquiries, issues, and requests
• ● Engage with coaches addressing any concerns or requests they may have and advising
• any concerns you have relating to your assigned members.
• ● Review the Health Management Slack Channel, providing guidance on managing
• health-related issues.
• ● Assist in setting up SMS reminders and email notifications for members.

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• ● Set up SMS reminders and Emails - with the designated CC call topic.
• ● Review graphs generated from Firstbeat/Oura data and explain to the member how to
• interpret and read the graphs
• ● Schedule measurement dates for progress tracking.
• ● Process and monitor device deliveries
• ● Look for ways in which the program delivery can be improved and streamlined to
• ensuring the best possible experience for the member within a scalable model.
• Requirements:
• ● At least 3+ experience in a customer success, account management, project management or similar customer-facing role (Required)
• ● Experience in a corporate environment and interacting with leaders
• ● Excellent leadership and communication skills, both written and verbal, with the ability to
• effectively engage and empathise with members.
• ● Adept at data analysis.
• ● Strong problem-solving abilities, with a solution-oriented mindset to address member
• challenges and exceed their expectations.
• ● Ability to build and maintain positive relationships, demonstrating a genuine
• commitment to member success.
• ● Exceptional organisational skills, with the ability to manage multiple priorities and deliver
• timely and high-quality support.
• ● Familiarity with customer success tools and platforms is a plus. E.g Slack, Zoom Google
• Site, Firstbeat, Oura - training will be provided.
• ● Passion for health and wellness, with an understanding of the challenges individuals
• may face in their personal growth journeys.
• ● High speed/connection internet and a good working set up
• ● Basic understanding of different screening tools/tests e.g. AUDIT, BIS etc..
• Benefits...
• And why would you want to work with us?
• ● High Impact Purpose, Driven Company Changing Lives 🤝
• ● Full Holiday Allowance 🌟 
• ● Competitive salary between £40,000 - £50,000 (depending on experience) 💰
• ● Full equipment and software to go about executing your day-to-day work 💻
• ● Fully Remote 💼