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Customer Success Representative

Cognism

London

Hybrid

GBP 27,000

Full time

3 days ago

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Job summary

Cognism is seeking a Customer Success Representative who will play a critical role in driving client revenue goals through relationship management and operational excellence. The ideal candidate will leverage their 2+ years of experience in sales, particularly within tech or SaaS, to provide exceptional service, monitor account health, and ensure customer retention in a collaborative hybrid work environment.

Qualifications

Professional experience of 2+ years in a sales organization.
Ability to engage stakeholders and translate objectives into actionable insights.
Fluency in English with strong communication skills.

Responsibilities

Serve as the main point of contact for clients post-sale.
Monitor account health and proactively address issues.
Collect customer feedback and assist in satisfaction surveys.

Skills

Relationship Management

Problem-Solving

Communication

Detail-Oriented

Customer Retention

Education

Experience in a Tech Company or SaaS

Tools

Salesforce

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Who Are We

Cognism is the leading provider of European B2B data and sales intelligence. Ambitious businesses of every size use our platform to discover, connect, and engage with qualified decision-makers faster and close more deals. Headquartered in London with global offices, Cognism’s contact data and contextual signals are trusted by thousands of revenue teams to eliminate the guesswork from prospecting.

OUR WORK MODEL

Hybrid: This is a hybrid role, requiring you to work from our London office 3 days per week (subject to change, dependant on business needs), with flexibility to work remotely on other days.

YOUR ROLE

As a Customer Success Representative, you will help drive clients’ revenue goals with our platform. In this high-growth, fast-paced environment, your expertise will drive operational excellence and risk mitigation at Cognism.

YOUR CHALLENGES & OPPORTUNITIES

Relationship Management - Serve as the main point of contact for clients post-sale; Build strong relationships with key stakeholders and understand their data needs and business goals; Monitor account health and proactively address issues.
Customer Communication & Updates - Provide clear, timely updates on issue resolution or product enhancements; maintain positive, professional communication with stakeholders and end users.
Account Monitoring & Usage Tracking - Monitor customer data usage; identify patterns that may signal a risk of churn or need for support.
Training & Education - Assist customers with continual education as needed, self-service portals; guide admins through how to use dashboards, stay up-to-date user interactions, address questions/challenges as they arise.
Customer Feedback & Reporting - Collect and relay customer feedback to product and data teams; help gather evidence or use cases that show value delivered to clients, assist in periodic customer health checks or satisfaction surveys.
Customer Retention - Monitor customer health scores, usage patterns, and engagement signals to identify risk or opportunity, proactively identify opportunities around Go-To-Market changes, expanded licenses; prevent churn through proactive engagement and value reinforcement; providing solutions for usage or satisfaction issues.

OUR EXPECTATIONS

Professional Experience – 2+ years in a sales organisation.
Industry Background – Prior experience in a tech company, SaaS, or start-up environment is highly desirable.
Leadership & Communication – Ability to engage and advise stakeholders at all levels, translating objectives into actionable insights.
Problem-Solving Mindset – Proactive, solution-oriented, and adaptable to a fast-paced, high-growth environment.
Detail-Oriented & Organized – Strong project management skills with a keen eye for accuracy and compliance best practices for multiple clients at a time.
Commercial Aptitude - Ability to align to gain a strong understanding of the customer’s business needs, market dynamics, and how to translate product value into measurable ROI to ensure customer retention.
Fluency in English – Strong written, verbal, and presentation skills, with the ability to clearly communicate complex ideas to diverse audiences.

OUR TECH STACK

Customer Success Platform (e.g. Gainsight, ChurnZero, Vitally) – Helps organise, track and main efficient communications with clients, understand usage trends, create.
Conversational intelligence tools (e.g. Gong.io, Chorus.ai, DialPad) – Helps aid coaching, tracking conversations, sharing information to internal teams directly from the client.
Automation tools (e.g. Outreach, SalesLoft, Vymo) – Helps to organise mass outreach across full customer base.
Communication tools (e.g. Zoom, MSFT Teams, Slack,) – To effectively communicate with customers and internal contacts, gage reactions, track messages.
Proficient with Salesforce - Manage customer relationships, streamline sales processes, automate marketing, and provide customer service.

WHY COGNISM

At Cognism, we’re not just building a company - we’re building an inclusive community of brilliant, diverse people who support, challenge, and inspire each other every day. If you’re looking for a place where your work truly makes an impact, you’re in the right spot!

Our values aren’t just words on a page—they guide how we work, how we treat each other, and how we grow together. They shape our culture, drive our success, and ensure that everyone feels valued, heard, and empowered to do their best work.

Here’s What We Stand For

We Are Nice! We treat each other with respect and kindness (because life’s too short for anything else).

We Are Collaborative. We’re in this together—great things happen when we work as one.

We Are Solution-Focused. Every challenge is just an opportunity in disguise.

We Are Understanding. We empower and support each other to do our best work.

We Celebrate Individual Contributors. Every role matters, and so do you!

At Cognism, we are committed to fostering an inclusive, diverse, and supportive workplace. Our values—Being Nice, Collaborative, Solution-Focused, and Understanding—guide everything we do, and we celebrate Individual Contributors. We welcome applications from individuals typically underrepresented in tech, so if this role excites you but you’re unsure if you meet every requirement, we encourage you to apply!

Seniority level

Seniority level
Entry level

Employment type

Employment type
Full-time

Job function

Job function
Other
Industries
Software Development

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