Customer Success Manager

Own the Delegate Experience. Improve the System. Drive Innovation.

The Hatchery connects people with knowledge to inspire change. We deliver over 100 research-driven hybrid conferences, seminars, and masterclasses each year, primarily across the public sector.

We’re looking for a Customer Success Manager who doesn’t just manage a customer journey, but actively improves it.

This role is for someone who sees patterns in customer experience, questions current processes, and builds smarter, more scalable ways to deliver exceptional delegate outcomes.

What you'll Do

You will own the end-to-end delegate experience from first contact through to post-event engagement, with a clear focus on both service excellence and continuous improvement.

• Maintain exceptional service standards while actively identifying opportunities to improve the delegate experience
• Use Salesforce and other systems to streamline workflows, improve visibility, and enhance customer interactions
• Turn customer data and feedback into actionable insights and meaningful improvements
• Partner with finance, operations, marketing, sales, and leadership to ensure a seamless delegate journey
• Step back from day-to-day delivery to identify patterns and implement better ways of working

This role moves fast operationally, but creates impact through strategic thinking, systems improvement, and proactive problem-solving.

Who you are

You are proactive, commercially aware, and naturally systems-minded. You care deeply about customer outcomes and understand they are shaped through both empathy and well-designed processes.

You will bring:

• Strong communication skills and stakeholder confidence
• Comfort working across multiple systems, ideally including Salesforce
• A mindset focused on improvement, not maintenance
• The ability to balance immediate customer needs with longer-term optimisation
• Curiosity for how things work and how they could work better

Experience in customer success or customer operations is important. Experience improving processes or working in fast-moving environments is highly regarded.

What's in it for you

• Hybrid working, genuine career growth in a scaling business, wellness days, fitness reimbursement, generous paid parental leave, and a CBD office culture that balances high performance with a vibrant, collaborative environment.