Customer Success Lead: Onboarding & Retention

White Rose Education; Calverley; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Generous holiday allowance

Benefits package

Job summary

White Rose Education is seeking a Customer Success Specialist to own a defined portfolio of schools and educators across the UK, ensuring ongoing value from our products and services. You will drive onboarding, adoption and retention while building trusted relationships and acting as the voice of the customer.

You will monitor engagement, identify at-risk customers, and take proactive steps to strengthen relationships, contributing to renewals and repeat business with a strong focus on data and

Qualifications

• Minimum of 1 year experience in a customer-facing role delivering a high level of service.
• Experience of managing customer queries or issues through to resolution.
• Experience building positive relationships with customers via telephone and written channels.
• Experience using customer data or feedback to identify needs and risks.
• Experience in education, EdTech, SaaS, or subscription services is a plus.

Responsibilities

• Own a defined portfolio of customers and support their engagement, satisfaction and retention.
• Lead onboarding and early adoption of products and services.
• Monitor health using usage, engagement and feedback data.
• Identify at-risk customers and take proactive steps to strengthen relationships.
• Deliver regular engagement activities, check-ins and usage reviews.
• Provide timely, high-quality customer support across email and phone.
• Own queries to resolution and escalate when needed.
• Demonstrate value to support renewals and repeat business.
• Capture feedback to identify themes and improvement opportunities.
• Maintain accurate records of interactions, engagement and risk.
• Collaborate with Product, Sales, Operations and Finance to improve experience.
• Voice customer insights to internal teams.

Skills

Customer Success

Relationship building

Communication

Problem solving

Data analysis

CRM systems

Education/EdTech

Portfolio management

Onboarding

Tools

CRM system

Job description

White Rose Education is seeking a Customer Success Specialist to own a defined portfolio of schools and educators across the UK, ensuring ongoing value from our products and services. You will drive onboarding, adoption and retention while building trusted relationships and acting as the voice of the customer.

You will monitor engagement, identify at-risk customers, and take proactive steps to strengthen relationships, contributing to renewals and repeat business with a strong focus on data and