Work Location: Home based with monthly travel to clients and weekly travel to the Company Head Office in Godalming.
For all enquiries, please email recruitment@whitespacews.com
Job Purpose:
We are seeking an ambitious and well‑organised Customer Success Associate to join our expanding Customer Success Team.
This entry‑level position is ideal for someone eager to develop a career in Customer Success within a SaaS environment.
The successful candidate will take ownership of designated operational, reporting, and escalation coordination duties, enhancing proactive customer engagement and introducing greater structure to customer communications.
Reporting to the Head of Customer Success, you will collaborate closely with both the Head of Customer Success and the Customer Success Manager to support customer outcomes.
Principal Duties and Responsibilities:
* Support client introductions and onboarding meetings.
* Own preparation and follow‑up coordination for assigned customer meetings.
* Deliver structured proactive outreach calls aligned to customer health scoring and engagement plans.
* Track outreach outcomes, actions, and themes.
* Support upgrade and adoption discussions and record structured feedback.
* Work closely with Customer Support to identify knowledge gaps and training opportunities.
* Attend customer site visits to capture actions, risks, and outcomes and develop relationships.
* Own the coordination and structured triage of customer escalations.
* Ensure clarity of issue, ownership, accountability, and communication timelines.
* Maintain escalation trackers and provide clear internal summaries.
* Escalate internally where clarity, accountability, or urgency is required.
* Identify recurring escalation patterns and propose preventative actions.
* Support post‑escalation reviews to capture learning and reduce recurrence.
* Data, Reporting & Customer Health
* Maintain accurate and up‑to‑date customer records in the CRM system.
* Update monthly Customer Health monitoring datasets and produce structured reports.
* Identify trends in adoption, recurring tickets, and engagement levels.
* Support recurring ticket analysis and follow‑up actions.
* Contribute insight to improve customer satisfaction, retention, and product adoption.
* Coordinate NPS survey cycles, track results, and summarise key themes.
* Support reporting and insight capture from User Group events and workshops.
* Customer Advocacy & Internal Collaboration
* Represent customer perspectives clearly and professionally across internal teams.
* Maintain structured action trackers to ensure accountability across departments.
* Produce reports and account summaries ahead of customer reviews.
* Develop awareness of renewal cycles and commercial risk indicators.
Skills and Experience:
Previous experience in a customer‑facing role, ideally within a software company (customer service, account management, or customer success).
* Strong organisational skills and attention to detail.
* Comfort working with structured data and reports.
* Ability to communicate clearly with stakeholders at different levels of seniority.
* A calm, structured approach to handling high‑pressure or sensitive situations.
* A proactive mindset with the confidence to follow up and seek clarity.
* Basic experience using CRM or helpdesk software.
* Willingness to learn SaaS best practices, reporting tools, and AI‑enabled workflows
* Experience within SaaS or software‑based customer success.
* Ability to ask structured questions to understand customer challenges, and work with colleagues to translate those insights into practical improvements for the customer.
* Knowledge of the public sector, waste, or environmental services.
Compensation and Benefits:
* Annual discretionary bonus
* 25 days holiday + bank holidays (with option to purchase more)
* Contributory pension scheme
* Private healthcare and life insurance
* Free on‑site parking
* Regular company social and team‑building events
* Ongoing training and professional development.
Additional Information:
* A full driving licence and access to a car are requirements for this role.
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