Customer Success Specialist

Customer Success Specialist

Location: Hybrid (Halifax/Leeds/Remote)

Salary: £26,000-£28,000

Contract: Fixed Term (One Year)

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.