Location
London, UK (5 days in office)
Salary
£44000
About The Chief of Staff Association (CSA)
The Chief of Staff Association is the largest membership organisation for chiefs of staff globally, with members occupying positions of influence in over 70 countries.
Our members are drawn from a variety of different sectors from some of the most prominent businesses and organisations. These include:
- Google
- Deloitte
- US Government
- Salesforce
The Chief of Staff Association will always provide equal opportunities to any employee or job applicant. We will never discriminate or have prejudices on a person’s race, religious beliefs, sex, sexual orientation, gender, relationship status, disabilities or due to pregnancy or maternity.
CSA Limited is the UK subsidiary of The Chief of Staff Association, a public benefit corporation chartered by the State of Delaware in the United States of America.
About the Role
We are seeking a Customer Success Manager who embodies the perfect blend of relationship management and sales acumen, without the typical salesy approach.
In this role, you will be the critical touchpoint for prospective members, guiding them seamlessly from application to becoming a fully engaged member.
Your ability to communicate the value of our membership and services with confidence and authenticity will be key to driving our growth.
As the face of the CSA for potential members, you will handle everything from initial inquiries to finalising memberships. You’ll also manage ad-hoc requests, support the invoicing process, and ensure that each applicant’s journey is smooth and rewarding.
This role is ideal for someone who is personable, organised, and thrives on creating positive experiences.
Your Day to Day
Membership Pipeline Management
- Guide prospective members through the entire application process, ensuring a seamless conversion from application to paid membership.
- Conduct interviews with potential members, confidently explaining the value of CSA membership, products, and services in a way that resonates with their needs.
- Maintain and manage a sales pipeline, tracking progress and ensuring timely follow-ups with all applicants.
External Communication & Support
- Serve as the primary point of contact for all inquiries to our external inbox, providing prompt, informative, and friendly responses.
- Handle ad-hoc requests from applicants and members, going above and beyond to ensure their needs are met.
- Collaborate with accounts teams of organisations to manage sponsorships and facilitate the onboarding of sponsored members.
Invoicing & Administrative Support
- Assist with the invoicing process, ensuring accuracy and timeliness in billing to enhance the overall member experience.
- Work closely with the finance team to resolve any payment-related issues and provide support as needed to streamline the membership process.
Lead Follow-Up
- Proactively follow up with lost leads and previous applicants, re-engaging them with tailored communications that address their previous concerns or hesitations.
- Identify opportunities to bring potential members back into the pipeline and convert them into active members.
Continuous Improvement
- Regularly review and refine the membership application processes, identifying areas for improvement to enhance the applicant experience.
- Provide insights and feedback to the leadership team on trends and potential barriers to membership, helping to shape future strategies.
Qualifications
We like to hire on ability, attitude and aptitude with a big emphasis on potential rather than only past experience.
Education and qualifications are important, but we really want someone who buys into our mission and wants to learn and grow as we scale The CSA together.
Experience and Expertise
- Proven experience as a Customer Success Manager, Account Manager, or in a similar role, with a strong focus on membership organisations or customer-facing roles.
- Bachelor’s degree in Business, Marketing, or a related field, or equivalent professional experience demonstrating strong relationship management and sales skills.
- 3+ years of experience in customer success, sales, or membership engagement, with a demonstrated ability to manage and nurture customer relationships.
- Track record of successfully guiding prospects through the sales funnel, from initial inquiry to final membership, with a focus on creating a positive, value-driven experience.
- Excellent communication and interpersonal skills, capable of serving as the primary point of contact for inquiries and providing clear, supportive responses.
- Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment, ensuring a seamless and efficient membership process.
- A self-starter with a proactive approach to identifying opportunities for improvement, re-engaging lost leads, and driving continuous growth in a dynamic organisation.
Benefits
- 25 days annual leave + bank holidays
- 10 days paid sick leave
- Professional development stipend
- Private health insurance
- Access to the CSA member content library, which includes over 80 hours of learning and development.
- International travel opportunities.
