Member Success Specialist (Customer Success Assistant)
Help older adults get their strength, mobility, and independence back – and build a career while you do it.
⭐ We help people over 50 stay strong, mobile, and independent for life.
Lifelong Mobility is the online coaching arm of one of the UK's largest healthy-ageing brands: 1.7 million-plus people follow our founder's physiotherapy content, and thousands of members over 50 trust us to help them stay strong and independent for life. We're small, profitable, and growing – which means the person we hire into this role has a genuine seat at the table and a clear path upward.
Our online program helps older adults regain their strength and mobility so they can keep doing the things they enjoy. If you're exceptional at what you do and align with our core values, we want to know you.
Role
You'll be the first real human many members speak to after they join – and the person who makes sure they never feel lost. Your job is simple to describe and hard to do brilliantly: make every new member feel genuinely welcomed, show them exactly what to do next, and give them fast, warm help the moment they're stuck.
This role exists to turn nervous new sign-ups into confident, committed members. That means you directly move the numbers that matter most to us: activation, satisfaction, and retention. Get this right and people stay strong and mobile for years.
This is an entry-level role, but not a low-ceiling one. Do it well, and there's a defined ladder ahead of you – we'll show you exactly what it looks like below.
Responsibilities
- Run 1:1 onboarding calls to guide new members through the program and set clear next steps.
- Handle support tickets and manage the support phone number for both help and warm sales / “save” conversations.
- Engage in our community daily: reply to posts, celebrate wins, answer questions, and escalate issues to the CSM or founder when needed.
- Reply to course comments so members never feel lost or ignored inside the material.
- Make scheduled check-in calls to re-engage quiet or at-risk members.
- Process refunds and basic payment admin with empathy and clarity, while aiming to “save” members when it’s right for them.
- Document common issues, update simple internal notes/FAQs, and suggest improvements to our onboarding and support processes.
Requirements
- 0–3 years experience in a customer-facing role (support, service, sales, coaching, hospitality) or equivalent real-world experience.
- Comfortable and confident on phone and Zoom, especially with people aged 50+.
- Strong written communication: clear, calm, respectful tone without being patronising.
- Organized and reliable: able to manage calls, tickets, and follow-ups without things slipping.
- Tech-comfortable: able to learn tools like helpdesk software, community platforms, and course platforms (we train you on our exact stack).
- High ownership: you take problems from “I’ve got it” to “it’s done,” including follow-up.
- Coachable and growth-minded: open to feedback, willing to roleplay and practice until you’re good.
Results
You own outcomes like:
- High onboarding show-up rates and members leaving calls clear on what to do in their first 2–4 weeks.
- Fast response times on tickets and calls that meet or beat agreed targets.
- Community posts and course comments answered within 24 hours, with high satisfaction.
- Improved activation and retention for new members (measured by completion of early milestones and members staying beyond their first 12 weeks).
- Reduced unnecessary refunds through effective “save” conversations when appropriate.
If this role did not exist, new members would feel lost, questions would go unanswered, and more people would quit before they see results.
Your Path Here
We're upfront about progression because we mean it. This role is designed to grow:
- Months 0–6 — Customer Success Assistant. Master onboarding, support, and community. Learn our members, our stack, and our save-conversation playbook.
- Months 6–18 — Senior CSA / Retention specialist. Own a slice of retention strategy, run your own experiments, and start mentoring the next hire. Base pay and bonus scale with responsibility.
- 18 months+ — Customer Success Manager. Lead the function, own the retention number, and help shape how we support members at scale.
Timelines depend on you, not the calendar. We promote on demonstrated ownership, not tenure.
Schedule
Full-time, hybrid. At least 3 days a week in our Farnham office.
Location
Farnham, GU9 7PG
Compensation
£28,000 – 30,000 base, plus a performance bonus tied directly to member success and retention – with clear, transparent mechanics so you always know how to earn more. As you progress along the path above, both base and bonus grow with you.
We're honest that the starting salary reflects an entry-level role. What we're really offering is the trajectory: mentorship, a real ladder, and the chance to build a career in a business that's going places.
(Final compensation depends on experience, skills, and fit.)
Other Benefits
- Real mentorship from the founder and CSM — you'll work closely with the people running the business, not three layers removed from them. Direct feedback, weekly coaching, and a front-row view of how a modern health business actually works.
- A genuine career ladder (see Your Path Here) with pay and bonus that scale as you take on more.
- Performance bonus tied to member success and retention — when members thrive and stay, you share in it. We'll show you the exact mechanics on day one so you always know how to earn more.
- A dedicated learning budget for courses, books, and training in customer success, communication, and anything that makes you better at the job (and your career).
- Flexible hybrid working — 3 focused days in our Farnham office, the rest from home, with a team that respects your time.
- Free lifetime access to the Lifelong Mobility program for you and a family member — put a parent or grandparent on it and watch what the work actually does.
- Work that matters. Most jobs don't visibly change lives. This one does, every single week — you'll read the messages from members whose lives got better because you helped.
Core Values
Our core values are the heart of this company. They’re how we actually operate day to day, and they're why people who join us tend to stay and grow. If they sound like you, you'll fit fast. If they sound exhausting, we're probably not your place — and that's okay.
Personal Ownership
If you say “I’ve got it,” you take it all the way to resolution. You don’t pass the buck or let things quietly die in the inbox.
Continuous Improvement
We look for patterns in member issues and fix them at the root. You suggest better ways to onboard, support, and delight members over time.
Play to Win
We care about outcomes, not activity. The score is member activation, satisfaction, and retention – and you show up every day to move those numbers.
How to Apply
To apply, submit:
- Your CV, plus...
- A link to a 60-second selfie video (shot on your phone is fine) explaining why you want this job and what you would bring to the team
through our website here: https://info.lifelongmobility.co/csa-careers
APPLICATIONS WITHOUT THE 60-SECOND VIDEO WILL NOT BE CONSIDERED
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Company pension
- Employee mentoring programme
Ability to commute/relocate:
- Farnham GU9 7PG: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Farnham GU9 7PG
