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- Tasks: Enhance customer experiences and ensure seamless onboarding and support.
- Company: Join a leading Chartered Institute focused on customer success.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Dynamic role with opportunities for career advancement and skill development.
- Why this job: Make a real difference in customer satisfaction and drive business growth.
- Qualifications: Experience in customer success or account management with strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
We are recruiting a Customer Success Manager to strengthen the experience of our business customers, ensuring they receive outstanding support, seamless onboarding, smooth administration, and proactive engagement across their journey with the Chartered Institute. This role is critical to improving customer satisfaction, enhancing the value customers receive from our services, and supporting our Business Development Managers to focus on strategic relationships and revenue growth.
The Customer Success Manager plays a pivotal role in delivering a consistent, high-quality customer experience across our portfolio of membership, training, qualifications, and advisory services. You will be the main point of contact for a defined set of customers with responsibility for ensuring that those customers have a seamless journey from onboarding through to delivery, renewal and expansion. You will also identify and drive improvements to administrative processes, training logistics, invoicing accuracy, and customer communications to ensure an improved customer experience for all our customers. By smoothing operational complexity, resolving issues early, and ensuring customers understand and fully use the services they have purchased, you will help drive retention, repeat business and satisfaction—whilst enabling our BDMs to focus on strategic account management and revenue generation.
RESPONSIBILITIES
- Customer Experience & Relationship Support: Deliver a consistent, positive experience tailored to customer needs.
- Collaborate with BDMs, the Sales & Marketing Director and Membership to agree focus customer relationships to develop.
- Monitor customer satisfaction and proactively identify friction points.
- Maintain strong professional relationships with operational contacts.
- Customer Onboarding & Journey Management: Work with the Membership team to agree focus business customers.
- Review, improve and lead the onboarding process for new focus business customers.
- Coordinate access to training, qualifications, and membership services.
- Provide clear guidance on how to get value from our products and services.
- Ensure documentation and setup steps are completed accurately and on time.
- Ensure customers understand renewal timelines and offerings.
- Identify upsell opportunities and hand off to BDMs.
- Administration & Operational Excellence for customers under your management: Ensure bookings, documentation, and customer records are kept up-to-date.
- Coordinate training and qualifications administration with the Education team.
- Coordinate invoicing and finance queries with the Finance team.
- Ensure CRM records are accurate and up to date.
- Smoothing the Customer Journey: Work cross-functionally to remove friction for all of our customers and improve processes.
- Track engagement metrics and identify improvement opportunities.
- Provide structured insights including risks, needs and engagement history.
- Maintain alignment with BDMs for a coordinated customer experience.
PERSON SPECIFICATION
- Strong experience in customer success management, account support or management, or customer experience roles.
- Practical working experiences of Customs and International Trade.
- Exceptional organisational skills with ability to manage multiple workflows.
- Experience coordinating onboarding, training or operational delivery.
- Strong communication and relationship-building skills.
- Attention to detail and proactive problem-solving ability.
- Commercial awareness with ability to spot opportunities and risks.
- Strong administrative capability and CRM proficiency (ideally Microsoft Dynamics).
HOW TO APPLY
Fill in your details below and upload your CV for review by the Talent Acquisition team. If you are having difficulty completing the application or have questions, please contact our Head of Talent Acquisition, Gary Watson at 01733 404 400 or g.watson@export.org.uk.
Customer Success Manager employer: The Chartered Institute of Export & International Trade
Contact Detail:
The Chartered Institute of Export & International Trade Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at events. Ask them about their experiences and get the inside scoop on what it’s really like to work there.
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent projects. We want to see that you’re genuinely interested in what we do and how you can contribute to our mission.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Share specific examples of how you’ve tackled challenges in previous roles, especially those related to customer success and relationship management.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role and keeping you top of mind for us.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Success Manager role. Highlight your experience in customer success management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role is all about building relationships, don’t forget to showcase your strong communication skills in your application. Use clear and concise language to demonstrate how you’ve successfully managed customer interactions in the past.
Highlight Problem-Solving Abilities: We love proactive problem solvers! In your application, share examples of how you've identified and resolved issues for customers. This will show us that you’re ready to tackle challenges head-on and improve the customer journey.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures it gets into the right hands. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at The Chartered Institute of Export & International Trade
✨Know Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand key metrics like NPS and CSAT, and be ready to discuss how you've used these in past roles to improve customer satisfaction.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've proactively resolved customer issues in the past. Think about specific situations where your attention to detail and organisational skills made a difference in the customer journey.
✨Demonstrate Cross-Functional Collaboration
Since this role involves working with various teams, be ready to share experiences where you've successfully collaborated with sales, marketing, or finance. Highlight how you ensured a seamless experience for customers through teamwork.
✨Ask Insightful Questions
Prepare thoughtful questions that show your interest in the company and the role. Inquire about their current customer success strategies or how they measure customer engagement. This not only shows your enthusiasm but also helps you gauge if the company is the right fit for you.