Customer Success Associate

IF Recruitment; Greater London; Remote; GBP 30,000 - 40,000; Full time

Job summary

A global technology company is looking for a Customer Success Associate to manage client accounts effectively. You will oversee digital onboarding processes, monitor client utilization, and provide valuable insights for optimal subscription use. Excellent communication and organizational skills, along with experience in account management, are essential. This role offers mainly remote working opportunities.

Qualifications

• 2+ years of experience in account management or customer success.
• Proven experience with project support and effective onboarding.
• Ability to provide valuable support and insights to clients.

Responsibilities

• Manage a digital book of clients with scalable touchpoints.
• Oversee digital onboarding and ensure clients' needs are met.
• Monitor product usage and identify underutilization.

Skills

Account Management

Project Support

Customer Success

Communication Skills

Organization

Detail Oriented

Tools

Salesforce

Google Suite

Job description

We have an exciting opportunity for a Customer Success Associate to join a global technology company.

Responsibilities

• Manage a large digital book of clients, providing value through scalable digital touchpoints such as automated emails, digital check-ins, and system notifications.
• Oversee digital onboarding for new clients, ensuring accounts are set up correctly and customers have the resources needed to succeed.
• Monitor product usage, license allocation, and adoption metrics via Gainsight to identify underutilization or at-risk accounts.
• Proactively contact clients via email to share insights, optimization tips, and best practices to help them get the most from their subscription.
• Deliver digital Service Value Reviews (SVRs) and regular communications about new features, product updates, or business news.
• Handle most customer interactions via email, with occasional phone or virtual meetings when required.
• Manage hardware orders, replacements, and decommissioning requests, ensuring all Service Level Agreements (SLAs) are achieved.
• Collaborate closely with internal teams
• Track and follow up on requests or escalations, coordinating with internal teams to maintain SLA compliance.

Experience Required

• 2 Years + Account Management, implementation, onboarding.
• Project Support or customer success experience
• Experience using Salesforce or similar CRM software.
• Google suite product is desirable
• Demonstrate the ability to be customer‑centric and detail oriented.
• Excellent communication skills both verbal and written.
• Highly organized and process driven. Resourceful and collaborative while balancing multiple priorities.

This role offers mainly remote working