Customer Success Specialist

White Rose Education; Halifax; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Generous holiday allowance

Collaborative team culture

Benefits package

Job summary

An educational organization in the UK is seeking a Customer Success Specialist to foster customer relationships and enhance engagement. This role is vital in managing customer satisfaction, attending to onboarding, and driving retention initiatives. The ideal candidate will possess strong communication skills and commercial awareness while being proactive in addressing customer needs. This position offers the opportunity to contribute to a mission-driven company while enjoying a hybrid working environment.

Qualifications

• Strong customer relationship management and communication skills.
• Ability to interpret data and identify patterns, risks and opportunities.
• Experience in customer success, account management or customer support is desirable.

Responsibilities

• Manage a defined portfolio of customers with accountability for retention and satisfaction.
• Monitor and maintain customer health scores.
• Lead onboarding for new customers to ensure early adoption.

Skills

Customer relationship management

Commercial awareness

Communication skills

Proactive approach

Organisational skills

Job description

Contract: Fixed Term (One Year) | Location: Hybrid (Halifax/Leeds/Remote) | Salary: £26,000-£28,000

We are looking for a commercially focused Customer Success Specialist to manage and develop customer relationships, driving retention, engagement and long-term value while delivering high-quality day-to-day support.

This role sits at the heart of the customer lifecycle, ensuring customers are onboarded effectively, supported responsively and proactively engaged to maximise usage and reduce churn.

Key Responsibilities

• Manage a defined portfolio of customers with accountability for retention, engagement and customer satisfaction.
• Monitor and maintain customer health scores, using data such as usage, engagement and support activity to assess risk.
• Proactively identify and manage at‑risk customers, implementing actions to reduce churn.
• Lead onboarding for new customers, ensuring early adoption and a strong foundation for long-term retention.
• Deliver regular customer engagement activity (e.g. check-ins, usage reviews, targeted outreach).
• Provide high-quality, timely customer support, resolving queries and issues efficiently.
• Capture, categorise and analyse customer feedback to identify trends and areas for improvement.
• Maintain accurate records of customer interactions, health status and risk indicators.
• Work closely with internal teams (Product, Sales, Operations, Finance) to resolve issues impacting customer experience.
• Support renewal activity by ensuring customers understand and realise value from our products and services.

Requirements

• Strong customer relationship management and communication skills.
• Commercial awareness, with understanding of retention and customer value.
• Ability to interpret data and identify patterns, risks and opportunities.
• Proactive and solutions-focused approach.
• Strong organisational skills and ability to manage multiple priorities.
• Experience in customer success, account management or customer support (desirable).

Success Measures

• Customer retention and renewal rates within portfolio.
• Reduction in churn and at-risk accounts.
• Customer engagement and usage levels.
• Quality and timeliness of customer support.
• Customer feedback and satisfaction.

Benefits

• A meaningful role in a mission‑led organisation making a real difference to teachers and learners.
• Collaborative and supportive team culture.
• Generous holiday allowance and benefits package.
• Opportunity to grow with a fast‑scaling, values‑driven company.