Customer Success Specialist
Location: Hybrid to Tunbridge Wells (2 days per week)
Here at VisionTrack, we're on an exciting journey to empower businesses through innovation. We're looking for a proactive and people-focused Customer Success Specialist (CSS) to join our growing team and help our SME customers succeed.
You'll play a key role in driving adoption, managing renewals, and delivering measurable customer value through a combination of scalable programs and hands-on engagement. If you thrive on helping others succeed and enjoy turning customers into long-term advocates, we want to hear from you!
What You'll Do
* Lead onboarding and implementation for new SME customers, ensuring smooth deployment.
* Deliver engaging customer training sessions and create self-service learning resources.
* Manage a portfolio of SME accounts with a focus on retention, renewals, and satisfaction.
* Identify upsell and cross-sell opportunities in collaboration with the Account Management team.
* Run scalable success programs (webinars, playbooks, success toolkits).
* Track key success metrics including adoption, renewals, NPS, and churn.
* Partner with Marketing to develop case studies, testimonials, and customer stories.
* Be the trusted point of contact for client inquiries and feedback.
What You'l...