Customer Success Executive - Retention & Growth

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

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.