At a Glance
- Tasks: Manage customer accounts and drive satisfaction through proactive engagement and support.
- Company: Join Kerv, a dynamic, customer-first tech company transforming the digital landscape.
- Benefits: Enjoy a hybrid work model, competitive salary, and a focus on employee experience.
- Other info: Collaborative team culture with a commitment to diversity and inclusion.
- Why this job: Be the voice of the customer and make a real impact in their success journey.
- Qualifications: Early career in Customer Success; strong communication and relationship-building skills.
Please note: We are a hybrid working company and this role will require to attend Richmond (TW9) based office once or twice a week depending on business needs.
About Us
Launched in July 2020, Kerv is a next-generation "Customer-first, cloud-first" provider, created to help customers achieve successful business outcomes in a new digital era. We are undergoing an exciting period of transformation and growth following the merger of five highly successful organisations.
One of those organisations is Kerv Experiencewho live and breathe customer engagement. Every day, we create and implement award-winning, cloud omnichannel solutions to help our customers deliver industry-leading customer experience.
About the Team
The Kerv Customer Success team partners closely with our customers to ensure they achieve their desired business outcomes and realise ongoing value from our services. As the primary point of contact throughout the customer journey, we take ownership of customer health, satisfaction, and success, delivering service excellence at every touchpoint.
We are a fast-growing, collaborative team operating in a dynamic environment, united by a customer-first mindset and a shared commitment to driving positive outcomes, strong relationships, and measurable ROI.
Your part to play
- Own and manage a defined portfolio of customer accounts, acting as the primary point of relationship ownership.
- Drive customer retention and ensure renewals are completed accurately and on time.
- Develop, maintain, and execute customer success plans, identifying and delivering opportunities for account growth and expansion.
- Take ownership of customer health metrics and Net Promoter Score (NPS), actively driving customer feedback towards positive outcomes through proactive engagement and issue resolution.
- Serve as the customer advocate, ensuring timely, effective resolution of customer questions, issues, and requests.
- Represent the voice of the customer internally, sharing insights and proactively highlighting risks and opportunities to the wider business.
- Act as the escalation point for unresolved issues, coordinating internal teams to achieve prompt resolution.
- Produce regular customer reporting, lead business reviews where applicable, and proactively monitor renewal risks, customer satisfaction levels, and training requirements.
- Collaborate closely with Marketing to ensure relevant and timely content is communicated to customers.
- Manage customer-related administrative tasks in partnership with Sales Support and other internal stakeholders.
All about You
- At the beginning or in the early stages of a career in Customer Success.
- Experience in a SaaS or CCaaS environment is advantageous but not essential.
- Customer-centric, with strong communication and relationship-building skills.
- Enthusiastic, positive, and brings a proactive, can-do attitude.
- Self-motivated, forward-thinking, and methodical in your approach.
- Strong critical-thinking and problem-solving skills; comfortable working in fast-paced, ambiguous environments.
- Able to collaborate effectively across teams to deliver an excellent customer experience.
- Open to travel and engaging directly with customers and events when required.
You will live the Kerv values
- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Location
- United Kingdom
Job Type
- Full Time
Application Closing Date
- 30th October 2026
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Customer Success Manager in Richmond employer: Kerv
Kerv is an exceptional employer that prioritises the well-being and growth of its employees, fostering a collaborative and inclusive work culture. As a certified B Corp and Great Place To Work, Kerv offers meaningful opportunities for professional development while encouraging innovation and creativity in a supportive environment. Located in a vibrant area, employees benefit from a dynamic atmosphere that promotes both personal and professional fulfilment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Richmond
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kerv. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kerv before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager in Richmond
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kerv:Your cover letter is your chance to shine! Tell us why you want to work at Kerv specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kerv!
How to prepare for a job interview at Kerv
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
