At a Glance
- Tasks: Support clients, manage meetings, and enhance customer engagement in a dynamic SaaS environment.
- Company: Join a growing tech company focused on customer success and innovation.
- Benefits: Enjoy 25 days holiday, private healthcare, and ongoing professional development.
- Other info: Work from home with monthly travel to clients and exciting team events.
- Why this job: Kickstart your career in Customer Success and make a real impact on client relationships.
- Qualifications: Customer-facing experience and strong organisational skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Work Location: Home based with monthly travel to clients and weekly travel to the Company Head Office in Godalming.
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.
Customer Success Associate in Godalming employer: Job Search Place Limited
Join a dynamic and supportive team as a Customer Success Associate, where your career in the SaaS industry can flourish. With a strong emphasis on employee growth, we offer ongoing training, a generous benefits package including private healthcare and a contributory pension scheme, and a vibrant work culture that encourages collaboration and social engagement. Enjoy the flexibility of home-based work while building meaningful relationships with clients and contributing to their success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Associate in Godalming
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in customer success roles. A friendly chat can lead to valuable insights and even job referrals.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer success. Think about how you can showcase your organisational skills and proactive mindset through real-life examples.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After interviews or networking events, send a quick thank-you email. It shows your enthusiasm and keeps you fresh in their minds.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our awesome team at StudySmarter.
We think you need these skills to ace Customer Success Associate in Godalming
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Success Associate role. Highlight any customer-facing experience and skills that match what we're looking for, like organisational skills and a proactive mindset.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer success and how your background makes you a great fit for our team. Keep it friendly and professional!
Showcase Your Skills:In your application, don’t forget to mention your experience with CRM systems or any relevant software. We love seeing candidates who are comfortable with data and reporting, so make sure to highlight those skills!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. We can’t wait to hear from you!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Customer Success Basics
Before the interview, brush up on the fundamentals of customer success, especially in a SaaS environment. Understand key concepts like customer health scoring and proactive outreach. This will help you speak confidently about how you can contribute to the team.
✨Showcase Your Organisational Skills
Since this role requires strong organisational skills, prepare examples from your past experiences where you successfully managed multiple tasks or projects. Be ready to discuss how you keep track of details and ensure accountability, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities, especially in high-pressure situations. Think of scenarios where you had to handle customer escalations or provide structured feedback. Practising these responses will help you articulate your thought process clearly during the interview.
✨Demonstrate Your Proactive Mindset
The company values a proactive approach, so come prepared with ideas on how to improve customer engagement or streamline processes. Share any insights you've gained from previous roles or research, showing that you're eager to contribute from day one.
