Customer Success Specialist

The SJB Group; Leeds; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

The SJB Group is seeking a Customer Success Specialist in the United Kingdom. The role focuses on delivering an exceptional customer experience, maintaining strong relationships, and driving retention and growth.

You will proactively support customer needs, review service performance, and identify opportunities for expanding services. The position requires excellent communication, strong organizational skills, and experience in customer-facing roles within a tech/SaaS environment.

Qualifications

• Excellent communication and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Excellent organisational and time management skills.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint).
• Experience in customer-facing, account management, customer success, or sales roles.
• Experience in technology/SaaS or managed services environments is advantageous.
• Familiarity with CRM platforms and customer success tools.

Responsibilities

• Build and maintain strong customer relationships, addressing client needs promptly.
• Conduct regular service reviews to assess satisfaction and identify expansion opportunities.
• Manage and drive customer renewals and ensure contract execution.
• Monitor accounts proactively and address issues to improve service delivery.
• Resolve complex customer concerns professionally and preserve relationships.
• Support customer engagement by communicating service improvements and insights.
• Maintain accurate records of interactions, activities, and documentation.

Skills

Communication

Relationship-building

Analytical skills

Organisational skills

Microsoft Office

CRM proficiency

Account management

Customer success tools

SaaS familiarity

Tools

CRM platforms

Microsoft Office (Excel/PowerPoint)

Job description

The Customer Success Specialist is responsible for delivering an exceptional customer experience that drives client satisfaction, retention, and growth. Serving as the primary point of contact, this individual will proactively support customer business needs, build strong relationships, and identify opportunities to expand services and partnerships.

Compensation for this role includes a base salary and performance-based bonuses tied to the successful achievement of key performance indicators (KPIs).

Key Responsibilities

• Build and maintain strong customer relationships, ensuring client needs are addressed promptly and effectively.
• Conduct regular service reviews to assess customer satisfaction, identify potential challenges, understand current and future business objectives, and uncover opportunities to expand services that align with customer goals.
• Manage and drive customer renewals, ensuring timely contract execution and maximising customer retention.
• Monitor customer accounts proactively, addressing issues before they escalated and identifying opportunities to improve service delivery and account performance.
• Resolve complex customer concerns and disputes professionally, ensuring positive outcomes and preserving strong client relationships.
• Support customer engagement initiatives by communicating service enhancements, industry insights, and best practices.
• Maintain accurate and up-to-date records of customer interactions, service activities, and account-related documentation.

Required Skills & Experience

• Excellent communication and relationship-building skills, with the ability to understand and respond to customer needs.
• Strong analytical and problem-solving abilities.
• Excellent organisational and time management skills.
• Strong administrative and technical skills, with proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
• Previous experience in customer-facing, account management, customer success, or sales-related roles.
• Experience within a technology, managed services, SaaS, or professional services environment would be advantageous.
• Familiarity with customer relationship management (CRM) platforms and customer success tools.

Working Arrangement

This is a hybrid role, combining office-based and remote working.