At a Glance
- Tasks: Manage customer relationships, drive engagement, and deliver top-notch support.
- Company: Mission-driven organisation focused on making a difference in education.
- Benefits: Generous holiday allowance, supportive culture, and growth opportunities.
- Other info: Hybrid work model with a collaborative team environment.
- Why this job: Make a real impact on teachers and learners while developing your career.
- Qualifications: Strong communication skills and a proactive, solutions-focused mindset.
The predicted salary is between 26000 - 28000 £ per year.
Contract: Fixed Term (One Year) | Location: Hybrid (Halifax/Leeds/Remote) | Salary: £26,000-£28,000
We are looking for a commercially focused Customer Success Specialist to manage and develop customer relationships, driving retention, engagement and long-term value while delivering high-quality day-to-day support. This role sits at the heart of the customer lifecycle, ensuring customers are onboarded effectively, supported responsively and proactively engaged to maximise usage and reduce churn.
Key Responsibilities
- Manage a defined portfolio of customers with accountability for retention, engagement and customer satisfaction.
- Monitor and maintain customer health scores, using data such as usage, engagement and support activity to assess risk.
- Proactively identify and manage at-risk customers, implementing actions to reduce churn.
- Lead onboarding for new customers, ensuring early adoption and a strong foundation for long-term retention.
- Deliver regular customer engagement activity (e.g. check-ins, usage reviews, targeted outreach).
- Provide high-quality, timely customer support, resolving queries and issues efficiently.
- Capture, categorise and analyse customer feedback to identify trends and areas for improvement.
- Maintain accurate records of customer interactions, health status and risk indicators.
- Work closely with internal teams (Product, Sales, Operations, Finance) to resolve issues impacting customer experience.
- Support renewal activity by ensuring customers understand and realise value from our products and services.
Requirements
- Strong customer relationship management and communication skills.
- Commercial awareness, with understanding of retention and customer value.
- Ability to interpret data and identify patterns, risks and opportunities.
- Proactive and solutions-focused approach.
- Strong organisational skills and ability to manage multiple priorities.
- Experience in customer success, account management or customer support (desirable).
Success Measures
- Customer retention and renewal rates within portfolio.
- Reduction in churn and at-risk accounts.
- Customer engagement and usage levels.
- Quality and timeliness of customer support.
- Customer feedback and satisfaction.
Benefits
- A meaningful role in a mission-led organisation making a real difference to teachers and learners.
- Collaborative and supportive team culture.
- Generous holiday allowance and benefits package.
- Opportunity to grow with a fast-scaling, values-driven company.
Customer Success Specialist employer: White Rose Education
White Rose Education is an exceptional employer, dedicated to fostering a collaborative and innovative work culture in Halifax. With a strong emphasis on professional development, employees are encouraged to grow their skills and advance their careers while contributing to the enhancement of primary maths education. The company offers competitive salaries and a supportive environment that values creativity and educational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to customer success. This will help you show your genuine interest and fit for the role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences align with the responsibilities of a Customer Success Specialist. Highlight your ability to manage relationships and drive customer engagement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our mission-driven team.
We think you need these skills to ace Customer Success Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Specialist role. Highlight your experience in managing customer relationships and any relevant skills that align with our mission at StudySmarter.
Showcase Your Communication Skills:Since this role is all about building strong customer relationships, don’t forget to demonstrate your communication prowess. Use clear and engaging language in your application to reflect how you’d interact with our customers.
Highlight Your Data Savvy:We love candidates who can interpret data! Mention any experience you have with analysing customer metrics or health scores, as this will show us you understand the importance of data in driving customer success.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at StudySmarter!
How to prepare for a job interview at White Rose Education
✨Know Your Customers
Before the interview, research the company’s customer base and understand their needs. Familiarise yourself with common challenges customers face in the education sector, as this will help you demonstrate your ability to manage and develop relationships effectively.
✨Showcase Your Data Skills
Be prepared to discuss how you interpret data to assess customer health scores. Bring examples of how you've used data to identify at-risk customers and implemented strategies to improve retention and engagement in previous roles.
✨Demonstrate Proactivity
During the interview, highlight instances where you took the initiative to solve problems or enhance customer experiences. This role requires a proactive approach, so share specific examples that showcase your solutions-focused mindset.
✨Engage with the Interviewers
Treat the interview as a two-way conversation. Ask insightful questions about the company's customer success strategies and how they measure customer satisfaction. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
