Customer Success Representative
Company
Location
London, England, United Kingdom
Posted At
6/6/2025
Advertise with us by contacting: [email protected]
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Description
What We Do Matters
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.
About The Role And The Team
We’re dedicated to providing a best in class vendor journey, and as part of that, we’re building a new ‘Account Success Team’ to engage with all of the new vendors as they join the Hitched platform.As an Account Success Manager you’ll be responsible for vendor ‘incubation’, managing new accounts in all categories, irrespective of value - during their first 3 months on the platform. Your key focus will be to accelerate vendor ‘time to value’ through: account set-up, expectation management, and 6 month ‘operational health’ performance. Achieved in part by maintaining consistent levels of communication & support.
You’ll be working to tight turnaround times, using your communication skills, empathy and problem solving abilities to navigate requests from vendors across the country
Responsibilities
This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
What We Love About You
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.
Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: TKWW processes your personal data as part of the recruitment process, based on the legal basis of executing pre-contractual measures at your request. This means we use your information to assess your application and carry out the necessary steps for a potential employment contract. Only the information strictly necessary for evaluating your application is collected. You can request access, rectification, or deletion of your data. For more information on how we handle your personal data, please refer to our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.
At The Knot Worldwide, we champion celebration - and that starts with celebrating our people. Our employees are passionate dreamers, thoughtful doers, and lifelong learners who power meaningful moments for millions around the world. We’re united by authentic connection, shared purpose, and a deep commitment to the global community we serve. Here, flexibility and belonging go hand in hand with high performance. We believe the best ideas come from empowered teams: those who consistently collaborate with intention to design solutions, spark ideas, and drive impact. We inspire, we build, and we celebrate. We dream big, love our users, hustle every day, and always do the right thing to win - together. Our people are at the heart of our success.
About The Role And The Team
We’re dedicated to providing a best in class vendor journey, and as part of that, we’re building a new ‘Account Success Team’ to engage with all of the new vendors as they join the Hitched platform.As an Account Success Manager you’ll be responsible for vendor ‘incubation’, managing new accounts in all categories, irrespective of value - during their first 3 months on the platform. Your key focus will be to accelerate vendor ‘time to value’ through: account set-up, expectation management, and 6 month ‘operational health’ performance. Achieved in part by maintaining consistent levels of communication & support.
You’ll be working to tight turnaround times, using your communication skills, empathy and problem solving abilities to navigate requests from vendors across the country
Responsibilities
- You’ll be on the phone, helping our new vendors get set up and ready to start generating a couple enquiries.
- You’ll be working with those clients across a 6 month period in training and supporting them ensuring success on the platform
- Working alongside the rest of the commercial team, the new business sales team, and our account managers, you’ll be the face of Hitched for all of our newest partners
- You’ll be results driven, and ready to take on challenging KPI’s, whilst maintaining excellent customer service. Key focuses will include: platform adoption and utilisation, storefront optimisation.
- You’ll need to manage your own time, whilst developing and maintaining daily call plans in order to get results.
- A strong phone presence, with excellent communication skills (verbal and written)
- Native or Fluent in English
- The confidence to make regular calls, and remain resilient
- Be IT literate and keep our systems up to date with all relevant information
- You’ll be working as part of a small team so be a good team player, and be someone others want to work with
- Effective organisational skills
- Commitment to professional development and a motivation to make things happen
- It’s important to keep in mind it’s not just what you do, but how you do it - be someone others enjoy working with, take the initiative and be a positive influence on other team members.
- Hybrid working
- 25 days of holiday + bank holiday
- Pension Scheme
- Life insurance
- Private health insurance with AXA
- Birthday day off
This role is Together@TKWW-eligible and based near one of our office hubs. You’ll be expected to work in the office two days a week as part of our hybrid work model.
At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference!
What We Love About You
- You Dream Big. You iterate and experiment to drive innovation.
- You Love Our Users. You keep our global community at the center of everything you do.
- You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
- You Hustle Every Day. You favor urgency and own your outcomes.
- You Win Together. People are at the heart of our success and you play as a team.
We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the “office”. We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.
Together@TKWW is our approach to hybrid work. It’s designed to support how we work best: combining the flexibility we value with meaningful opportunities to connect in person. Whether a role is Together@TKWW-eligible or not, we believe in purposeful moments to come together, build strong relationships, and drive bold ideas forward.
- For Together@TKWW-eligible roles, this includes regular in-office time to foster collaboration and connection.
- For roles not eligible for in-office expectations, we support connection through virtual collaboration and intentional gatherings.
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US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
Privacy Notice: TKWW processes your personal data as part of the recruitment process, based on the legal basis of executing pre-contractual measures at your request. This means we use your information to assess your application and carry out the necessary steps for a potential employment contract. Only the information strictly necessary for evaluating your application is collected. You can request access, rectification, or deletion of your data. For more information on how we handle your personal data, please refer to our Privacy Policy. If you wish to file a complaint, you may contact the competent data protection authority.
Advertise with us by contacting: [email protected]
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