Customer Success Support

Customer Success Support

Location: London, UK
Employment Type: Full-Time

Help Create a Fitter Planet

Purpose and passion. When those two things come together, amazing things happen.

At Les Mills, we've spent decades inspiring millions of people around the world to fall in love with fitness. Every week, our programs are delivered in clubs, gyms, studios, and homes across more than 100 countries, helping people become healthier, happier versions of themselves.

Behind every great fitness experience is a team of people who care deeply about customers, each other, and the impact they make. That's where you come in.

We're looking for a Customer Success Support team member who thrives on organisation, loves helping people, and gets genuine satisfaction from delivering exceptional service. If you're someone who enjoys solving problems, building relationships, and making sure every detail is taken care of, we'd love to hear from you.

The Opportunity

As our Customer Success Support, you'll play a critical role in delivering an outstanding experience for our clubs, instructors, equipment partners, and internal teams.

You'll be at the heart of our customer operations, ensuring enquiries are handled efficiently, customer records are accurate, onboarding runs smoothly, and our systems and processes support world-class service delivery.

This is an ideal opportunity for someone early in their career who wants exposure to a fast-moving global business, enjoys variety, and is excited by the opportunity to learn, grow, and make a meaningful contribution from day one.

What You'll Be Doing

Delivering Exceptional Customer Experiences

• Be a trusted first point of contact for customer enquiries and support requests
• Provide professional, timely, and proactive service across our club, instructor, and equipment customers
• Support customer onboarding activities that help set customers up for long-term success
• Assist with retention initiatives that strengthen customer relationships and engagement

Supporting Business Operations

• Maintain accurate customer records across Salesforce and other business systems
• Manage customer cases, agreements, quotations, reporting, and administrative tasks with a high level of accuracy
• Coordinate customer-related administration and ensure processes are completed within agreed service levels
• Support new business discovery activities and customer lifecycle administration

Driving Continuous Improvement

• Look for opportunities to improve processes, systems, and ways of working
• Help implement best practices and standard operating procedures
• Support business projects and initiatives that improve the customer journey
• Use customer feedback and insights to help inform better business decisions

Collaborating Across Les Mills

• Partner closely with Customer Success, Customer Experience, Finance, Marketing, Sales, and global Les Mills teams
• Build strong relationships with colleagues across the business
• Communicate clearly, proactively, and professionally with a wide range of stakeholders

What Success Looks Like

In this role, you'll be known for:

Delivering an exceptional customer experience

Maintaining highly accurate customer data and records

Managing enquiries and requests efficiently and professionally

Building trusted relationships across the business

Being organised, dependable, and detail oriented

Identifying better ways of working and helping bring improvements to life

Being a strong advocate for our customers and their experience

What You'll Bring

We're less interested in ticking every box and more interested in finding someone with the right mindset, energy, and ambition.

You'll likely bring:

• Previous experience in customer service, sales support, administration, operations, or customer success
• Strong communication skills, both written and verbal
• Excellent attention to detail and organisational skills
• Confidence managing multiple priorities in a fast-paced environment
• Experience working with CRM systems and customer data
• Intermediate Excel skills
• A collaborative and team-first approach
• Curiosity, initiative, and a willingness to learn
• Confidence communicating via phone, email, and virtual meetings
• The ability to build positive relationships with a wide range of people

Bonus Points If You Have

• Salesforce experience
• Adobe Commerce (Magento) experience
• Experience within fitness, health, wellness, hospitality, or membership-based industries
• A passion for fitness and creating great customer experiences

Why Les Mills?

Because we're more than just a fitness company.

We are a team united by a shared purpose: creating a fitter planet.

We empower our people to be brave, challenge convention, grow their careers, and make a genuine impact. You'll join a supportive team that celebrates success, embraces new ideas, and encourages you to bring your whole self to work.

At Les Mills, your work matters. The experience you create for our customers helps millions of people around the world live healthier and more active lives.

That's a pretty great reason to come to work every day.

Our Values

Everything we do is guided by three core values:

United
We win as one team.

Be Brave
We challenge ourselves, take smart risks, and embrace growth.

Change the World
We believe fitness has the power to transform lives and communities.

If you're passionate about people, customer experience, and making a positive impact, we'd love to hear from you.

Join us and help create a fitter planet.

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