Customer Success Administrator

Hollybank Trustees Ltd; Ilkley; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days holiday

Private Medical Insurance

Company pension scheme

Life Assurance – 4x your annual salary

1 day paid volunteering per year

Enhanced maternity / paternity offers

Employee Assistance Programme

Cycle to work scheme

Job summary

SmartSearch in Ilkley is hiring a Customer Success Administrator on a 6-month fixed-term contract. You will handle daily enquiries from high-value clients (senior CSE and CSMs), respond to queries by email or phone, prepare client data, and upload reports to the SmartSearch system, plus support new client set-ups.

A solid understanding of AML regulations and the SmartSearch product is needed to support clients, maintain accurate data across systems such as HubSpot, and help keep Customer Success

Qualifications

• Excellent organisational skills and keen eye for detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working with CRM systems, preferably HubSpot.

Responsibilities

• Handle daily enquiries from high-value clients (CSE/CSM) via email or call.
• Prepare client data and upload data reports to the SmartSearch system.
• Assist with onboarding new client set ups and data accuracy.
• Support CS seniors with data and system changes in HubSpot.
• Maintain CRM data accuracy and meet SLA expectations.
• Develop AML understanding to support client services.

Skills

Organisational skills

Attention to detail

Multitasking

Communication skills

Tools

HubSpot

Job description

Location: Hybrid / Ilkley LS29 8FL, UK
job type: Fixed term / Full-time
Sector and subsector: Business Operations | Business Support
Salary: Competitive salary

SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

The Customer Success Administrator is responsible for managing daily enquiries and requests from high value

clients (senior CSE and CSMs), addressing various client queries either via email or call. Preparing client data, and

uploading data reports to the SmartSearch system. Additionally, the Administrator supports the CS seniors with

new client set ups.

A general understanding of Anti-Money Laundering regulations and the SmartSearch product will need to be

developed to facilitate the required support to our clients on the product use. This role plays a key part in ensuring

the smooth delivery of customer lifecycle processes, maintaining accurate and up-to-date data across platforms,

and supporting internal coordination - particularly within systems such as HubSpot. The ideal candidate will have a

sharp eye for detail, a collaborative approach, and the ability to manage multiple priorities in a dynamic

Please note, this is a 6 month contract.

VARIED DAY TO DAY RESPONSIBILITIES

As a Customer Success Administrator, you will play a key role in supporting the operational efficiency and data

integrity of the Customer Success function. Your responsibilities will include performing bulk uploads, managing

bulk monitoring switch-offs, and overseeing the approval and progression of customer records through internal

workflows. You will also be responsible for maintaining the accuracy of our CRM system by supporting with

HubSpot changes as required.

Operational Efficiency:

• Take responsibility for standard queries to ensure an exceptional customer journey, resolving issues promptly or liaising with the appropriate department on a clients behalf.
• Keep key stakeholders informed with timely updates on product or service issues.
• Manage and prioritise workload effectively within expected SLAs.
• Perform tasks such as processing batch uploads, bulk switch offs and updating the platform/CRM on behalf of CS, always ensuring accuracy.

Client Onboarding and Relationship Building:

• Assist with onboarding new client set ups.
• Ensure a seamless customer experience for clients, delivering excellent service and striving to exceed

Regulatory Compliance:

Develop a general understanding of Anti-Money Laundering regulations and the SmartSearch product to provide the best service level to clients.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

To be successful in this role, you will need excellent organisational skills, a strong attention to detail, and the ability

to manage multiple priorities in a fast-paced environment. Experience with CRM systems, particularly HubSpot, is

highly desirable, along with confidence in handling data and collaborating effectively across teams.

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality
• Some of our most recent recognitions include: named in the renowned RegTech100 list for 2025, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
• We have been Great Place To Work Certified since 2022
• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
• We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

COMPANY BENEFITS

• 25 days holiday rising to 30 with each year of service
• Private Medical Insurance covering dental and optical
• Company pension scheme
• Life Assurance – 4x your annual salary
• 1 day paid volunteering per year
• Enhanced maternity / paternity offerings
• Employee Assistance Programme
• Cycle to work scheme