Customer Success Associate

CPOMS; Skipton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading educational software provider is seeking a Customer Success Associate to support customers and enhance their experience with our products. This hybrid role requires strong communication skills and a passion for building relationships. The ideal candidate has a background in customer support and education, with a commitment to excellence in customer service. You will work closely with teams to ensure customer satisfaction and retention.

Benefits

34 days paid holiday including 8 Bank and Public Holidays

Employee referral scheme

Company pension scheme

Smart casual dress code

On-site parking

Qualifications

• Highly motivated individual seeking to establish a career in Customer Success.
• Excellent verbal and written communication skills.
• Strong attention to detail and organization.

Responsibilities

• Facilitate customer onboarding and ensure smooth transitions.
• Provide timely and accurate customer support via email and phone.
• Build and maintain strong relationships with customers.
• Monitor customer health metrics to prevent churn.
• Gather and relay customer feedback to improve products.

Skills

Verbal communication

Written communication

Problem-solving

Organizational skills

Customer service

Education

Grade C or above in Maths and English

Tools

Salesforce

Gainsight

Job description

CPOMS, a Raptor Technologies company, is the market leader in safeguarding, pastoral, and wellbeing solutions for UK educational institutions and beyond. Through our innovative software, we’ve enabled organisations to transform modern day safeguarding practices to help ensure the wellbeing of young people and vulnerable adults.

Trusted by over 20,000 customers, ranging from schools, early years settings, sports clubs, youth activities and charities, CPOMS is committed to enhancing child protection and wellbeing practices.

Job Title: Customer Success Associate

Location: CPOMS [Skipton, UK]

Job Type: Full-Time

Hybrid – 3 days in the office, 2 from home after a 6‑month probation period and with agreement from your Manager.

Reports To: Manager, Customer Success

Job Summary:

As a Customer Success Associate, you will be a point of contact for our customers, helping them achieve their goals and ensuring they derive maximum value from our products/services. You will work closely with various departments to address customer needs, resolve issues, and drive product adoption. Your focus will be on fostering long‑term relationships, increasing customer satisfaction, and minimizing churn.

We’re on the lookout for a passionate individual who will be the go‑to partner for our customers, guiding them to get the most out of our products and services. You’ll build strong, lasting relationships, solve challenges with a smile, and make sure every customer feels supported and valued. If you love creating positive experiences and driving success, we’d love to hear from you!

Key Responsibilities

1. Customer Onboarding

• Facilitate a smooth transition after the initial onboarding, building trusted customer relationships to maximise value.
• Deliver professional and engaging customer‑facing presentations via online meetings for all CPOMS/Raptor products to discuss current partnership, and identify areas of additional value.
• Set clear expectations and success milestones using CTA’s within Gainsight to make contact at 30 and 90 days after implementation for check‑ins, ensuring a smooth transition and quick adoption of the product/service.
• Maintain in‑depth knowledge of our products and stay up to date with ongoing product releases.

2. Customer Engagement and Support

• Serve as a point of contact for customer inquiries, providing prompt and accurate responses to emails through Salesforce.
• Proactively engage with customers to understand their needs, goals, and challenges through business reviews, School safety at a glance, CTA’s, meetings, webinars and all other Customer Success processes.
• Address and resolve customer issues or complaints efficiently, following the “at risk” process and escalating to the Manager of Customer Success when necessary. Identify root causes, coordinate with relevant teams, and ensure timely and effective solutions.
• Update Communities and be involved in the CAB where needed, under guidance of the Manager of Customer Success.
• Create training content and deliver webinars as and when required.
• Contact customers via telephone when needed.

3. Relationship Building

• Build and maintain strong, long‑term relationships with customers.
• Regularly check‑in with customers to ensure their ongoing success and satisfaction.
• Attend customer‑facing events when needed.
• Identify opportunities for upselling or cross‑selling additional products/services.

4. Customer Retention

• Monitor customer health metrics and take proactive steps to prevent churn.
• Conduct regular reviews with customers to assess their satisfaction and address any concerns.
• Collaborate with the sales and marketing teams to develop strategies for customer retention.

5. Feedback and Improvement

• Gather and relay customer feedback to relevant internal teams to drive product improvements.
• Participate in the development of new customer success strategies and processes.
• Continuously seek ways to improve the customer experience.
• Coordinate cancellations to provide a positive experience for customers transitioning from the company/products.

6. Reporting and Documentation

• Maintain accurate and up‑to‑date customer records in Gainsight, Salesforce and any other systems that we use.
• Document customer interactions and follow‑ups to ensure transparency and accountability.

7. Skills, Qualifications and Experience

• Grade C (or equivalent) or above in Maths and English is essential. Highly motivated individual seeking to establish and grow their career in Customer Success.
• Excellent verbal and written communication, presentation, and problem‑solving skills.
• High degree of professionalism. The ideal candidate executes consistently, is highly dependable, and always approaches situations with a positive, customer‑centric attitude.
• This is a high‑volume position. The individual must be a self‑starter with strong organisational and time‑management skills, self‑directed, and able to handle multiple priorities within demanding timeframes.
• Excellent interpersonal skills.
• Previous experience in the Education sector is desirable.
• Previous experience with customer support advantageous.

Why Join Us

Be a part of something special and join our award‑winning team. We are looking for enthusiastic and passionate people who care about doing things properly and for the right reasons. We are a rapidly expanding, globally spanned customer‑based organisation with market‑leading products. Now is an ideal time to join us on our new journey, with all the opportunities that it will bring.

With ongoing departmental growth and a collaborative work environment you would have the opportunity to join a supportive, hardworking and passionate team with exciting personal growth and development opportunities.

This description can be customised to fit the specific needs and requirements of the Customer Success Team.

What's in it for you?

• The chance to work within a team of hard‑working, passionate people.
• Great job satisfaction from seeing the difference you make in the world of Safeguarding.
• A dedicated well‑being team (who surprise us every now and then with yummy treats, social lunchtimes and much more!).
• Townhall meetings hosted by our parent company.
• Development Reviews (1 Month, 3 Months and 6 Months initially).
• Full‑time staff are entitled to 34 days paid holiday per annum (this includes 8 Bank and Public Holidays).
• Employee referral scheme for recommending a friend (once they’ve successfully completed their 6‑month probationary period).
• Smart casual dress code.
• On‑site parking.
• Company pension scheme.