Customer Success Advisor - Commercial

Confidential; Felixstowe; On-site; GBP 35,000 - 42,000; Full time

Benefits offered by this job

Final-salary pension

Life scheme with retailer discounts

Health cash plans

Flexible working policies

Job summary

Confidential in Felixstowe is seeking a Customer Success Advisor to drive commercial accountability, growth and revenue responsibility, customer retention and onboarding activity. You will lead onboarding, build trusted relationships, and promote Freightliner Connect to upsell and grow accounts.

The role focuses on accelerating adoption, generating actionable insights from data, and collaborating with Sales Support to deliver measurable commercial outcomes and long-term partnerships.

Responsibilities

• Lead customer onboarding activity to accelerate adoption, maximise customer value and support long-term account growth and retention.
• Develop trusted customer relationships through proactive engagement, ensuring customer needs are understood and translated into growth opportunities.
• Maintain accurate customer and commercial data to generate actionable business intelligence for strategic account development, retention and revenue growth.
• Drive adoption and utilisation of Freightliner Connect, enhancing customer lifetime value and strengthening loyalty and retention.
• Proactively promote Freightliner Connect's capabilities to identify upselling opportunities and deliver incremental revenue growth.
• Support account development plans by identifying opportunities to expand customer spend, improve retention and enhance overall commercial performance.

Job description

Title: Customer Success Advisor - Commercial

Location: Felixstowe

Salary: £35000-£42000

Position Type: Permanent, full-time Hours of work: Monday-Friday 8.30am-5pm

Our client, a leading UK rail freight and logistics company, are looking for a commercially driven Customer Success Manager to join their friendly team.

The role

As a Customer Success Advisor, you will be responsible for commercial accountability, growth and revenue responsibility, customer retention and engagement and onboarding and adoption activities.

Main duties and responsibilities

• Lead customer onboarding activity to accelerate adoption, maximise customer value, and support long-term account growth and retention.
• Develop trusted customer relationships through proactive engagement, ensuring customer needs are understood and translated into growth opportunities.
• Maintain accurate customer and commercial data to generate actionable business intelligence, supporting strategic account development, retention, and revenue growth initiatives.
• Drive adoption and utilisation of Freightliner Connect, enhancing customer lifetime value and strengthening customer loyalty and retention.
• Proactively promote Freightliner Connect's capabilities to identify upselling opportunities, increase customer engagement, and deliver incremental revenue growth.
• Support account development plans by identifying opportunities to expand customer spend, improve retention, and enhance overall commercial performance.

Key Measures

• Account Adoption of Freightliner Connect
• Drive customer adoption and utilisation of Freightliner Connect, embedding the platform within customers' operating models to increase engagement, retention and long-term account value.
• Lead adoption initiatives across strategic accounts, ensuring customers maximise the value of Freightliner CONNECT's capabilities and digital services.
• Develop and execute account adoption plans that improve customer engagement, strengthen relationships and increase platform utilisation.

Commercial Performance Through Freightliner Connect

• Leverage Freightliner Connect as a commercial growth platform, identifying opportunities to increase customer spend, improve retention and support revenue growth.
• Convert customer engagement and platform usage into measurable commercial outcomes, including account expansion, upselling opportunities and increased customer lifetime value.
• Monitor and analyse platform activity to identify commercial opportunities, improve customer performance and support strategic account development.

General Volume and Revenue Generation

• Support the delivery of volume growth, revenue generation and margin improvement through proactive account management and customer development activities.
• Identify and cultivate opportunities within existing and prospective accounts to increase volumes, expand service utilisation and achieve commercial growth targets.
• Work collaboratively across Business Development, Sales and Service teams to convert opportunities into sustainable revenue streams and long-term customer partnerships.

Person Specification

• Relevant Industry or Role Experience: Proven background in a similar industry or role, demonstrating a strong understanding of the field.
• Commercial and Operational Leadership: Possess good leadership skills, with the ability to communicate effectively both internally and externally.
• Financial Acumen: Financially literate, with the ability to navigate and respond to daily commercial challenges.
• Collaborative Experience: Demonstrated experience working closely with account management and operational teams, ensuring effective collaboration by Sales Support Team to deliver results.
• Agility and Initiative: Capable of working independently to drive the team, adapting to the day-to-day demands of the business to ensure success.

Behavioural Competencies

• Approaches objectives with drive, energy, and enthusiasm.
• Proactive approach to work and uses own initiative to implement improvements.
• Sets high standards of work for self, and team,
• High level of integrity and openness
• Energetic, highly motivated, in pursuit of business growth and success.
• Leads by example

Benefits

• Pensions: Access to a highly regarded final-salary (defined benefit) pension scheme.
• Workplace Perks: Access to the company Life scheme, which provides retailer discounts, technology loans, and transport options
• Health & Wellbeing: Health cash plans, dental packages, and private medical options (depending on eligibility)
• Family Support: Enhanced maternity and paternity leave options alongside flexible working policies.