Customer Success Executive

Tribepad; Sheffield; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

33 days paid time off

Westfield Health cash plan

Enhanced parental leave

Pension contributions

Twinkl family access

Job summary

Twinkl is seeking a customer-focused professional based in Sheffield to manage engagement and retention around renewals. You will proactively address customer concerns, share product knowledge to maximize adoption, and handle renewal inquiries with a high standard of service.

The role also involves identifying upsell opportunities and supporting the renewal process, including payment follow-ups, ensuring customers receive ongoing value from Twinkl resources.

Qualifications

• Experience in customer service or account management, ideally B2B.
• Excellent written and verbal communication with stakeholders.
• Strong problem-solving and proactive mindset.
• Ability to multitask in a fast-paced environment with high attention to detail.

Responsibilities

• Proactively engage with customers approaching renewal to ensure satisfaction, address concerns, and secure timely retention.
• Share product knowledge to ensure customers adopt and get value fromTwinkl subscriptions.
• Provide high-quality initial responses to inbound support tickets and renewal queries.
• Identify upsell and expansion opportunities and engage recently churned customers for winbacks.
• Support rolling renewal process by following up on outstanding payments.

Skills

Customer service

Account management

B2B environment

Communication

Tools

CRM software

Job description

The following content displays a map of the jobs location - Sheffield

What you'll be doing

• Engagement & Retention: Proactively engage with customers approaching renewal to ensure satisfaction, address concerns, and secure timely retention.
• Value & Adoption: Share product knowledge proactively to ensure customers successfully adopt and get the most value from their Twinkl subscription.
• Support & Enquiries: Provide high-quality initial responses and resolutions to inbound support tickets and renewal queries.
• Winbacks & Upsells: Identify upsell and expansion opportunities, and provide outbound engagement to recently churned customers for 'winback' opportunities.
• Payment Support: Support the rolling renewal process by following up with customers on outstanding payments.

What you'll bring

• Previous experience in customer service or account management, preferably in a B2B environment.
• Excellent written and verbal communication skills with the ability to interact effectively with customers and internal stakeholders.
• Strong problem-solving abilities and a proactive, customer-centric mindset.
• Ability to multitask and prioritize in a fast-paced environment with high attention to detail.
• Proficiency in customer service software and CRM systems.

How We’ll Look After You

• Enjoy 33 days of paid time off per year (pro-rata), plus watch your holiday bank grow the longer you stay with us.
• The Ultimate "Me" Day. An extra, fully paid day off dedicated entirely to you. Sleep in, binge a show, or hit the spa. No justification needed, just pure self-care.
• Want to change the world? We’ll foot the bill. Take a fully paid day every year to champion a cause close to your heart.
• Keep your money in your pocket as we give you access to a Westfield Health cash plan. Claim back cash on everyday healthcare like dentist visits, eye care, and physio.
• Big life moments deserve big support. We’ve got you covered with enhanced pay for maternity, paternity, and adoption leave.
• We’re investing in your tomorrow. Secure your future with our boosted pension contributions and total peace of mind through generous life insurance.
• Unleash a world of learning and fun! Get full, complimentary access to Twinkl for you and your family.

About Us

Who are we and what do we do?

At Twinkl, we believe every child deserves to feel loved, supported, and inspired to learn. Created by experienced educators for educators, our mission is simple: to help those who teach by transforming lives through education.

Trusted by teaching communities worldwide, Twinkl provides instant access to an award-winning library of over 1 million digital and printable resources. Supporting learners from birth through secondary education, our collection spans everything from daily lesson planning and assessments to leadership and wellbeing tools.

We evolve alongside the classroom, adding fresh content daily. And if you can’t find exactly what you need? Just ask. Our world-class customer service team will create bespoke resources just for you, allowing you to focus on what matters most: inspiring your learners.

We’re investing in your tomorrow. Secure your future with our boosted pension contributions and total peace of mind through generous life insurance.

Whoever you are, whatever you teach, Twinkl is here for you!