Job Description

Customer Success Manager (Full-Time)

Help Older People Stay Strong, Mobile, and Independent for Life

The Role

Do people often tell you that conversations with you make their day?

If you're the kind of person who leaves others feeling calmer, clearer, and more confident after a conversation, we want to hear from you.

This is

not

a call-centre role.

Lifelong Mobility is looking for a full-time

Customer Success Manager

to own the member experience after purchase: onboarding, engagement, community, and retention.

Your job isn't to answer tickets. It's to make sure our members actually

use the program, feel supported, and stay with us long-term

.

Your Mission

Get new members confidently started in their

first 30 days

Reduce overwhelm and uncertainty early Spot churn risk before it turns into cancellations Build systems that help members succeed withouthand-holding forever
This is a role for someone who likes both

people and systems

.

About Lifelong Mobility

Lifelong Mobility is an online health and education brand founded by physiotherapist

Will Harlow

, helping people regain strength, mobility, and independence.

2,000+ paying members worldwide 1.5M+ YouTube subscribers Globally recognised brand (HT Physio / Will Harlow) Simple, science-backed programs designed specifically for older adults
We're a small, mission-driven team. Your work will directly reduce pain, fear, and decline for thousands of people.

What You'll Do

1. Own onboarding and early success

Welcome new members and run short onboarding calls (1:1 or small group) Help them choose the rightpath within the program Show them exactly how to use it without overwhelm Always book the next touchpoint before the call ends

2. Own the first 30 days

Run simple, thoughtful check-ins at key moments (2, 4, 8, 12 weeks) Catch confusion, fear, or loss of momentum early Make members feel guided, not chased

3. Manage member communication

Own the support inbox with warm, clear replies within 24 hours Spot repeated questions and fix the root cause*
Turn issues into FAQs, templates, and better systems

4. Care for the community

Post 2-3 helpful, reassuring community posts per week Ensure no member post goes unanswered Encourage wins, sharing, and peer support

5. Improve retention intentionally

Track simple metrics: activation, completion, churn, common blockers Bring ideas to improve the member journey every month Help turn Lifelong Mobility into the safest place on the internet for older people to exercise

Who This Role Is For

You'll thrive here if:

You genuinely enjoy helping people -- especially older adults You are calm, warm, and reassuring under pressure You notice patterns and fix problems at the system level You keep your word and follow through You like a mix of calls, written communication, and quiet thinking time You take pride in going above and beyond for people who need reassurance

This Role Is

Probably Not

For You If:

You're looking for a ticket-only support role You need rigid scripts for every situation You avoid difficult conversations You prefer volume over depth You don't enjoy speaking to people regularly on Zoom or phone

Must-Haves

Excellent written and spoken English Confident and warm on Zoom and phone Strong organisation and follow-up habits Comfortable with Gmail, Google Calendar, Calendly, Zoom, Kajabi, online communities, and basic CRM/helpdesk tools Able to work full-time

in our Farnham office

Nice-to-Haves

Experience in customer success, account management, or memberships Experience working with an older audience Familiarity with Kajabi, GoHighLevel, or similar platforms

What We Offer

Salary:

30,000-36,000 DOE + potential performance bonus Clear ownership and responsibility Direct mentorship from founder Will Harlow Weekly team training and development In-office role for first 6 months, with flexibility thereafter The satisfaction of seeing your work directly improve people's lives

How To Apply (Read Carefully)

We receive a high volume of applications. To protect our members and our time, we only review applications that follow the steps below.

Step 1: Email your basics

Email

will@lifelongmobility.co

with:

Your CV

Step 2: Record a short Loom (required)

Record a

single Loom video (5-7 minutes max)

and include the link in your email.

In your Loom, cover

all three

of the following:

Why this role?

What genuinely attracts you to supporting older adults in a health membership -- and why customer success (not sales or support)?

Show your judgement

A member emails saying:
"I'm two weeks in, I feel overwhelmed, and I don't think this is for me."
Walk us through

exactly

how you'd respond and what you'd do next.

Pattern thinking

Imagine you notice 10 members asking the same question every week.
What steps would you take to fix this long-term?

Important:

We are not judging presentation quality We are looking for empathy, clarity, and common sense

Step 3: One-line proof you read this

At the

end of your email

, include this exact sentence:

"Great customer success prevents churn before it happens."

Applications missing this line

will not be reviewed

.

Subject line

Customer Success Manager - [Your Name]

Job Type: Full-time

Pay: 30,000.00-36,000.00 per year

Ability to commute/relocate:

Farnham GU9 7PG: reliably commute or plan to relocate before starting work (required)
Application question(s):

How many years of experience do you have in customer service (any setting)?
Work Location: In person