Customer Success Lead: Onboarding & Retention

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

Job summary

White Rose Education, based in the UK, is seeking a commercially minded Customer Success Specialist to own a defined portfolio of schools and educators and ensure they gain ongoing value from our products and services.

You will lead onboarding, drive engagement, monitor health metrics, and identify at-risk accounts, taking proactive action to strengthen relationships and support renewals across our UK and international education partners.

Qualifications

• Minimum 1 year in a customer-facing role with high service standards.
• Experience handling customer queries through to resolution.
• Experience building positive relationships via telephone and written channels.
• Experience using customer information/data to manage interactions.
• Evidence of working to service, quality or performance standards.

Responsibilities

• Own a defined portfolio of customers and drive engagement, satisfaction and retention.
• Lead onboarding and support early product adoption.
• Monitor customer health using usage, engagement and feedback.
• Identify at-risk customers and take proactive steps to strengthen relationships.
• Deliver regular customer engagement activities and targeted outreach.
• Provide timely, high-quality support across email and phone.
• Resolve customer queries and escalate when required.
• Help customers realise value to support renewals and repeat business.
• Capture and analyse feedback to identify trends and improvements.
• Maintain accurate records of interactions, engagement, health and risk.
• Collaborate with Product, Sales, Operations and Finance to resolve issues.
• Act as voice of the customer to inform internal teams.

Skills

Customer service

Communication

Relationship building

Data familiarity

Portfolio management

Problem-solving

Organisational skills

Attention to detail

Team collaboration

Proactive engagement

Tools

CRM

Customer success platform

Job description

White Rose Education, based in the UK, is seeking a commercially minded Customer Success Specialist to own a defined portfolio of schools and educators and ensure they gain ongoing value from our products and services.

You will lead onboarding, drive engagement, monitor health metrics, and identify at-risk accounts, taking proactive action to strengthen relationships and support renewals across our UK and international education partners.