We are looking for a Customer Success Specialist to own a portfolio of UK customers and be their trusted partner across the whole journey, from onboarding through to long-term success. You will help firms get real value from SuiteFiles: guiding adoption, protecting retention, and spotting the moments where we can do more for them.
This is a hands-on customer success role, not a content or help-desk role. You will spend your time with customers: understanding how their firm runs, helping them get set up well, and making sure SuiteFiles keeps earning its place in the way they work.
What You Will Do
- Own a portfolio of SuiteFiles customers as their primary point of contact and trusted advisor across the full lifecycle.
- Guide new customers through a smooth, structured onboarding and deliver engaging training, so they get up and running quickly and confidently.
- Build strong relationships through regular reviews and check-ins, understanding each firm’s goals and how SuiteFiles supports them.
- Drive adoption and keep an eye on customer health, stepping in early when an account looks at risk.
- Identify and pursue growth opportunities across your portfolio, including upsell, cross-sell and expansion, and own renewals for your accounts.
- Bring the voice of the customer back to our product and CS teams, logging feedback and ideas that make SuiteFiles better.
What We Are Looking For
- 1 to 2 years in a Customer Success, Account Management or similar customer-facing role at a SaaS company.
- A relationship builder who can manage a portfolio and balance onboarding, retention and growth at the same time.
- Clear, confident communication, both written and spoken.
- Comfort learning complex software and translating customer needs into practical solutions.
- Experience keeping customer detail accurate and up to date in a CRM.
- Based in London and happy to work in a hybrid pattern, with occasional flexibility to connect with our New Zealand-based team.
Nice to have
- Experience supporting customers in a Microsoft 365 environment.
- A relevant tertiary qualification.
Why SuiteFiles
We are a small, ambitious team building something genuinely useful for firms that do important work. This role reports directly to our Chief Revenue Officer, so you will have real ownership and a direct line to how the business runs, and a hand in shaping how we do customer success as we grow in the UK.
