Contract: Fixed Term (One Year) | Location: Hybrid (Halifax/Leeds/Remote) | Salary: £26,000-£28,000
We are looking for a commercially focused Customer Success Specialist to manage and develop customer relationships, driving retention, engagement and long-term value while delivering high-quality day-to-day support.
This role sits at the heart of the customer lifecycle, ensuring customers are onboarded effectively, supported responsively and proactively engaged to maximise usage and reduce churn.
Key Responsibilities
* Manage a defined portfolio of customers with accountability for retention, engagement and customer satisfaction.
* Monitor and maintain customer health scores, using data such as usage, engagement and support activity to assess risk.
* Proactively identify and manage at‑risk customers, implementing actions to reduce churn.
* Lead onboarding for new customers, ensuring early adoption and a strong foundation for long-term retention.
* Deliver regular customer engagement activity (e.g. check-ins, usage reviews, targeted outreach).
* Provide high-quality, timely customer support, resolving queries and issues efficiently.
* Capture, categorise and analyse customer feedback to identify trends and areas for improvement.
* Maintain accurate records of customer interactions, health status and risk indicators.
* Work closely with internal teams (Product, Sales, Operations, Finance) to resolve issues impacting customer experience.
* Support renewal activity by ensuring customers understand and realise value from our products and services.
Requirements
* Strong customer relationship management and communication skills.
* Commercial awareness, with understanding of retention and customer value.
* Ability to interpret data and identify patterns, risks and opportunities.
* Proactive and solutions-focused approach.
* Strong organisational skills and ability to manage multiple priorities.
* Experience in customer success, account management or customer support (desirable).
Success Measures
* Customer retention and renewal rates within portfolio.
* Reduction in churn and at-risk accounts.
* Customer engagement and usage levels.
* Quality and timeliness of customer support.
* Customer feedback and satisfaction.
Benefits
* A meaningful role in a mission‑led organisation making a real difference to teachers and learners.
* Collaborative and supportive team culture.
* Generous holiday allowance and benefits package.
* Opportunity to grow with a fast‑scaling, values‑driven company.
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