Senior Customer Success Manager - Maternity Cover

Senior Customer Success Manager - Maternity Cover


What You'll Do

We're looking for a proactive and experienced Senior Customer Success Manager to join our team on a maternity cover contract. This role is critical to ensuring our customers have an outstanding experience and the team is set up for success during our busiest season. You’ll lead and support the day-to-day running of our Customer Success team, help drive retention and engagement, and ensure we continue delivering excellent support at scale.

Your Key Responsibilities

  • Lead, coach and support the Customer Success team to meet weekly targets and seasonal KPIs

  • Own key customer journeys across onboarding, renewals and support touchpoints

  • Ensure smooth and timely resolution of escalations and high-priority cases

  • Collaborate with Product, Marketing and Ops to surface customer insights and drive improvements

  • Oversee workflows, tools and processes to optimise team efficiency and customer satisfaction

  • Monitor and report on key metrics, identifying opportunities for impact

  • Support seasonal planning, staffing and training, particularly ahead of peak periods

  • Help maintain a positive, motivated team culture during a high-demand period


What We're Looking For

  • 3+ years of experience leading customer success, support or CX teams

  • Comfortable managing teams in fast-paced, seasonal or high-volume environments

  • Strong communicator with a customer-first mindset and attention to detail

  • Confident using CX tools and platforms

  • Data-driven: able to make informed decisions based on customer and performance metrics

  • Calm under pressure and comfortable managing competing priorities

  • Bonus: experience in consumer tech, subscription services or sports/fitness industries


Why Join Carv

  • Work on a game-changing product that combines AI, biomechanics, and coaching

  • Autonomy and impact - you’ll be a key player in shaping the future of digital sports training

  • Work from our Innsbruck office where you can ski with fully subsidised ski tickets and free company accommodation

  • Hybrid working - work from home 2 days per week and work from anywhere for 4 weeks each year

  • Level up your skiing - we are all about skiing and improvement; you’ll get the chance to combine your work with your passion for skiing, and will level up your skills in the process

Join our awesome crew - we are incredibly proud of our Carv team! We care deeply about our customers, building an exceptional product and have a lot of fun in the process

Duration

Starting ASAP, contract length of 12 months.

Location

The role will be primarily based in our London office, a short walk from Vauxhall. This will include three months in Innsbruck, Austria during the ski season. The “heart of the Alps”, Innsbruck is a vibrant and well-connected university town with ski resorts all over the local area - the perfect mountain base.

Compensation

  • Competitive salary

  • Opportunity of working from our Innsbruck office for three months between November and April; subsidised accommodation in the company flat in Innsbruck

  • Innsbruck season pass

  • Travel to/from Innsbruck when required for work

How to apply

  • Please use the form below to submit your application