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'll Bring
* Experience delivering customer training (group or 1:1).
* Excellent relationship-building, communication, and negotiation skills.
* Strong organisation, planning, and time management abilities.
* Data-driven mindset with experience tracking key success metrics.
* Familiarity with CRM systems and MS Office.
* Passion for customer success and continuous improvement.
Why Join VisionTrack?
* Be part of a company that's shaping the future of connected solutions.
* Work with a passionate, collaborative, and innovative team.
* Opportunities for professional growth and development.
* Competitive compensation and benefits package.
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