Customer Success Representative in Wroughton

As a Customer Success Representative, you will play a key role in building strong customer relationships, supporting customer retention, and helping drive long-term customer satisfaction and growth. Working closely with the Head of Sales and wider business teams, you will help ensure customers receive a high-quality experience while supporting the continued development of scalable customer success processes.

Our offices are located in Uffcott, Wroughton near Swindon, easily accessible from Junctions 15 and 16 on the M4. This is a hybrid role, with on-site presence to be agreed. Occasional travel to client sites and UK-wide conferences will be required.

Your key responsibilities will include (but will not be limited to):

• Customer Retention & Growth

• Own and drive the customer success strategy to strengthen relationships with our existing customers.
• Focus on top named strategic customers, ensuring high engagement, satisfaction, and identification of upsell and cross-sell opportunities.
• Collaborate with the Head of Sales to ensure sales campaigns and communications are aligned with customer needs, commercial goals, and scalable processes for managing and growing the customer base effectively.
• Drive improvements in customer satisfaction and Net Promoter Score (NPS) through proactive engagement and strong relationship management.

• Identify opportunities for upselling, cross-selling, and increasing customer lifetime value.
• Deliver on KPIs for the customer success and B2B sales functions, ensuring alignment with business priorities.
• Monitor and report on key metrics, including retention, churn, customer satisfaction, and revenue contribution.
• Work to reduce attrition across all customer segments through proactive engagement and service delivery excellence.

• Report to Head of Sales to align campaigns, messaging, and promotions with customer growth strategies.
• Collaborate cross-functionally with Professional Services (PS) to ensure customer bookings, campaigns, and communications run smoothly.
• Share insights and customer feedback to help shape product and service improvements.

• Provide regular reports to the Head of Sales on performance, trends, risks, and opportunities within the customer base.
• Maintain accurate customer records, pipeline updates, and activity tracking using CRM systems and evolving customer insight tools.
• Present strategic insights on retention, growth, customer engagement, and NPS trends to support data-driven decision-making.
• Build and update Customer Account Plans for each named customer to understand their strategic landscape and opportunity development potential.

We are seeking a motivated Customer Success Representative who embodies our values and brings a proactive, relationship-driven approach to the role. You will thrive in a collaborative, customer-focused environment and be excited to contribute to a passionate, close-knit team.

• Proven experience as a Customer Success Representative, Account Manager, or Relationship Manager, ideally within a software or B2B environment.
• Strong background in customer growth, retention, and revenue optimisation.
• Demonstrated success in identifying upsell and cross-sell opportunities.
• Excellent analytical and reporting skills, with experience working to KPIs and performance targets.
• Skilled communicator with strong relationship-building and influencing abilities.
• Comfortable working with CRM platforms and excited by the opportunity to help shape and evolve customer analytics and insight capabilities as the function grows.

• Customer-centric and commercially astute.
• Strategic thinker with strong operational execution skills.
• Data-driven with excellent problem-solving abilities.
• Collaborative, proactive, and adaptable in a fast-paced environment.

• Own transport and a valid driving licence.
• Excited about joining an initially small team that cares passionately about its customers.

Rialtas is the market leader in providing accounting and administrative software and services for local councils in England and Wales. Rialtas is proud to be part of the Harris Computer family, a provider of mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia, and Australia. The opportunity for personal career growth, as a result, is significant.

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325 per annum/pro rata.

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. If your application is progressed, please make us aware of any adjustments or additional support we can provide you with.