Most customer success roles are about picking up the phone. This one is about building the technology and the relationships that mean every customer gets the right help at the right time.

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About globalbridge

globalbridge is a digital record of achievement and skills passport. We help young people showcase their skills, achievements and aspirations, and help schools, employers and education providers support them into successful futures. We're growing fast, and we're rethinking what great customer success looks like — combining smart technology, product data, AI and automation with real human support, so every customer gets genuine value from the platform at scale.

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About the role

This is a brand-new, remote-first role for someone who's excited by technology, data and great communication. You'll become our in-house expert in a modern product adoption platform, using product analytics, in-app guidance and smart automation to help customers onboard successfully, discover relevant features and get ongoing value from globalbridge.

Technology will do the heavy lifting, making engagement regular, timely and scalable. Alongside that, you'll be on hand to provide a friendly, knowledgeable voice — talking customers through their questions and helping schools and organisations get the best from the platform whenever they need a human touch.

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How this role is different

Technology-led, but never technology-only. Product data, in-app guidance and automation do the heavy lifting; you step in personally when customers need it.

One-to-many and one-to-one. You'll design experiences that help hundreds of customers at once, and still be the friendly voice on the other end when someone needs help.

You build the system, not just run it. You'll shape how onboarding, adoption and support work at globalbridge, and keep making it better.

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What you'll actually be doing

Give new customers a brilliant start

• Design and run engaging digital onboarding journeys that get new schools and organisations up and running quickly — especially our education and employer customers.

• Build in-app guides, walkthroughs, checklists and short videos that help users find their feet without needing hand-holding.

• Track who's completing onboarding and step in — personally or with an automated nudge — when someone stalls.

• Drive ongoing product adoption & engagement

• Use product data and analytics to understand how customers use globalbridge, and where we can improve their experience.

• Create regular, targeted in-app guides, tooltips and campaigns that help users discover and adopt more of the platform.

• Segment your communications so the right users get the right guidance at the right moment.

• Communicate new features and improvements in clear, engaging ways so customers actually notice and use them.

 

Be there when it matters

• Be available to speak directly with customers when they need extra help, providing a friendly and knowledgeable point of contact.

• Use data to spot where customers may need additional guidance or support, rather than waiting for them to come to you.

• Build genuine relationships with key schools and organisations alongside your product-led work.

 

Turn behaviour into insight

• Analyse engagement and adoption to identify opportunities, remove friction and continuously improve the customer journey.

• Measure the impact of your campaigns and journeys, then improve them based on what the data tells you.

• Build simple, useful dashboards on engagement, adoption and customer health.

• Share what you're learning with Product, Sales, Marketing and Customer Success, so the whole business gets smarter about our customers.

• Make it scale with automation & AI

• Use automation and AI intelligently to make customer engagement more timely and scalable, reducing repetitive manual work and freeing up time for higher-value support.

• Keep customer data tidy and connected across our product adoption platform, CRM and other systems.

• Test new tools and ideas, and champion better ways of working across the team.

 

Who you are

This is an early-career opportunity, so you don't need years of experience. We care most about your curiosity, digital confidence, communication skills and drive to make things better.

You might be a recent graduate, have done an apprenticeship, or picked up some early experience in customer success, digital operations, marketing, education, tech or business support. What matters most is that you love learning new software, enjoy talking to people, and figuring out how things work.

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What you'll bring

• Digitally confident — you love learning new software and figuring out how technology can make things work better.

• A flair for clear, engaging communication, both digitally and when speaking directly with customers.

• Comfortable building positive relationships and providing friendly, practical customer support when needed.

• Strong analytical and problem-solving skills.

• Comfortable working with data, dashboards and digital systems.

• Interested in finding smarter, more efficient ways of working, without losing the human element of great customer service.

• Self-motivated and happy working independently in a remote-first, start-up environment where things change quickly.

• Genuinely interested in customer experience, product adoption, AI and automation.

• Nice to have (but definitely not essential)

• Any experience with a product adoption tool such as Pendo, Userpilot or Appcues.

• Experience with a CRM (HubSpot or similar) or customer success software.

• Experience creating digital guides, training content, videos or knowledge bases.

• Familiarity with automation platforms or AI tools like ChatGPT or Copilot.

• Some knowledge of UK or international education, early careers or employability.

• Experience in an EdTech, SaaS or tech environment.​​

 

What success looks like

In your first year, you'll know you're winning when:

• More new customers complete onboarding, and do it faster.

• Engagement and adoption of key features is clearly going up.

• Customers are noticing and using new features soon after launch.

• Customers who need extra help get a fast, friendly response, not a queue.

• Manual customer success work is shrinking thanks to your automation.

• The wider team has reliable visibility of customer engagement and health.

• Customers are giving positive feedback on their experience with globalbridge.

 

Why globalbridge?

• You'll have the opportunity to help build a new customer success capability from the ground up.

• You'll gain hands-on experience with product adoption technology, product analytics, customer education, AI and automation — while also developing the relationship-building and communication skills at the heart of great customer success.

• Real ownership, room to use your initiative, and clear routes to grow into Customer Success Operations, Product Operations, Product Adoption, Customer Experience, RevOps or Digital Transformation.

• The aim is simple: use technology to make customer engagement smarter and more efficient, while making sure our customers always know there's a knowledgeable, friendly person there when they need one.

 

Interested?

If you're curious about technology, enjoy working with people, love solving problems and want to help thousands of young people get more from globalbridge, we'd love to hear from you. Apply through LinkedIn using the button above, or email your CV directly to russell.paterson@myglobalbridge.com.