Customer Success Specialist

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

Customer Success Specialist

Location: Based on-site in Halifax (HX2) with options to work from our second office Leeds
Salary: £26,780-£32,960 per annum dependent on experience
Contract: Permanent

Help turn great customer experiences into lasting relationships

We are looking for a commercially minded Customer Success Specialist who will take ownership of a defined portfolio of customers and help ensure they get real, ongoing value from their relationship with White Rose Education.

This role is about much more than responding to customer queries. Customer success means understanding our customers, helping them get the most from our products and services and building the kind of relationships that mean they choose White Rose Education again and again.

You will be there from the start of the customer journey, leading onboarding and helping customers get up and running successfully. From there, you will build trusted relationships, monitor engagement, spot when customers may need additional support and take proactive action to keep them engaged.

Alongside providing excellent day-to-day support, you will use customer insight and data to understand what is working, identify customers who may be at risk of disengaging and take action to strengthen those relationships. Ultimately, your work will contribute directly to customer retention, renewals and repeat custom year after year.

If you enjoy building relationships, solving problems and taking ownership of customer success rather than simply waiting for the next query to arrive, this could be a great next step.

What you’ll be doing

You will take ownership of a defined portfolio of customers, with responsibility for supporting their engagement, satisfaction and long-term retention.

That will include:

• Building strong and trusted relationships with customers and developing a clear understanding of their needs.
• Leading the onboarding of new customers, helping them get off to the best possible start and supporting early adoption of our products and services.
• Monitoring customer health using information such as usage, engagement, support activity and feedback.
• Identifying customers who may be at risk of disengaging or not returning to White Rose Education, and proactively taking steps to understand why and strengthen the relationship.
• Delivering regular customer engagement activity, including check-ins, usage reviews and targeted outreach.
• Providing knowledgeable, timely and high-quality customer support across email and telephone.
• Taking ownership of customer queries and issues, working through to resolution and escalating appropriately where required.
• Helping customers understand and realise the value they receive from White Rose Education, directly supporting renewal, retention and repeat business.
• Capturing and analysing customer feedback to identify common themes, emerging issues and opportunities for improvement.
• Maintaining accurate records of customer interactions, engagement, health status and risk indicators.
• Working closely with colleagues across Product, Sales, Operations and Finance to resolve issues and improve the overall customer experience.
• Acting as a voice of the customer internally, making sure useful customer insight reaches the teams who can act on it.

What success will look like

We want someone who can make an impact quickly, while building their knowledge and confidence over time.

In the early stages of the role, success will mean developing strong product knowledge, delivering consistently high-quality customer interactions and becoming confident handling a wide range of customer queries.

As you become established, success will increasingly be about the relationships you build and the customers you retain. You will know your customer portfolio, understand how customers are engaging with us and be able to spot the early signs that a relationship needs attention.

You will work towards clear standards, including:

• Consistently meeting our internal quality standards across email and telephone interactions.
• Developing strong product knowledge and becoming confident handling a broad range of customer queries.
• Delivering purposeful and efficient customer outreach.
• Maintaining at least 90% positive customer satisfaction feedback.
• Keeping customer records, engagement information and risk indicators accurate and up to date.
• Identifying and acting on customer retention risks before they result in lost business.
• Contributing to strong renewal rates and encouraging customers to continue choosing White Rose Education year after year.

Why this role matters

Customer Success sits at the centre of the relationship between White Rose Education and our customers.

Of course, providing excellent customer service is important – but success goes further than leaving a customer satisfied at the end of an interaction. We want our customers to understand the value of what we offer, use our products successfully, trust us as a partner and want to continue their relationship with White Rose Education.

That makes this a commercially important role. By understanding your customers, recognising when engagement is changing and taking action at the right time, you will directly influence customer loyalty, retention and repeat custom.

You will also have direct contact with the schools and educators using our products and services, giving you valuable insight into what customers value, where they encounter challenges and where we can do better. You will share that insight across the business, helping us improve our products, services and overall customer experience.

Why White Rose Education?

White Rose Education is an award-winning organisation delivering world-class support to schools and educators in the UK and internationally.

Our products are created by expert teachers, but our success depends on the teams around them too – including Product, Digital, Sales, Marketing, Operations, Finance and Customer Success.

You will join an organisation with ambitious plans for the future, where collaboration matters and where the connection between your day-to-day work and the experience of teachers and learners is easy to see.

Vacancy closing date: Friday 2nd October 2026 at midday

Experience & Knowledge

Essential

• Minimum of 1 year experience of working in a customer-facing role where delivering a consistently high standard of service has been central to success.
• Experience of managing customer queries or issues through to effective resolution.
• Experience of building positive relationships with customers and communicating with them through telephone and written channels.
• Experience of working with customer information, systems or data to manage interactions and maintain accurate records.
• Evidence of working to service, quality or performance standards.

Desirable

• Experience within Customer Success, account management, customer service, customer experience or a similar environment.
• Experience of managing a portfolio or defined group of customers.
• Experience of customer onboarding, adoption, engagement or retention activity.
• Experience of using a CRM, customer success platform or similar system.
• Experience of using customer data, usage information or feedback to identify customers requiring additional support.
• Experience within education, EdTech, SaaS, subscription services or another customer-focused commercial environment.

Skills & Abilities

Essential

• Excellent customer service skills with a genuine commitment to providing a positive customer experience.
• Strong verbal and written communication skills, with the ability to communicate clearly, professionally and confidently with a range of customers.
• Strong relationship-building skills and the ability to establish trust and rapport with customers.
• A proactive approach, with the ability to identify potential issues and take action rather than waiting for problems to escalat..
• Good problem-solving skills and the ability to take ownership of customer queries through to resolution.
• Strong organisational skills, with the ability to manage a portfolio of customers and balance proactive engagement with incoming customer support requirements.
• Confidence working with data and customer information to identify patterns, risks and priorities.
• Good attention to detail and the ability to maintain accurate customer records.
• The ability to learn and develop detailed product knowledge and translate this into clear, helpful advice for customers.
• The ability to work collaboratively with colleagues across different teams to achieve positive outcomes for customers.
• Comfortable working to agreed service, quality and performance measures.

Personal Approach

The successful candidate will:

• Put the customer at the heart of their decision-making.
• Be naturally curious and seek to understand what customers need rather than simply responding to the immediate question.
• Take ownership and follow through on commitments.
• Be proactive, organised and comfortable managing competing priorities.
• Remain calm, professional and solution-focused when dealing with challenging situations.
• Be receptive to feedback and committed to continually improving their knowledge and performance.
• Work collaboratively and recognise that delivering an excellent customer experience often requires input from teams across the organisation.
• Demonstrate a positive commitment to the purpose and values of White Rose Education.

Key Relationships

• Customer Success colleagues
• Sales
• Product
• Operations
• Finance
• Other White Rose Education teams as required
• Customers and users of White Rose Education products and services

General

This job description reflects the main duties and responsibilities of the role at the date of issue. It is not intended to be exhaustive. The role may develop over time, and duties may be reasonably amended to reflect changes in business requirements following appropriate discussion with the postholder.

• 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.