Customer Success Specialist

JR United Kingdom; Maidenhead; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a proactive Customer Success Specialist to enhance client onboarding and ensure a seamless user experience. This role involves guiding clients through platform setup, delivering training, and analyzing customer engagement to drive platform adoption. The ideal candidate will possess strong communication skills, technical support experience, and a willingness to adapt as the team grows. Join a dynamic environment where your contributions will significantly impact customer satisfaction and retention.

Qualifications

• Experience in technical support, sales, or customer success in a SaaS environment.
• Strong IT literacy and ability to learn software quickly.

Responsibilities

• Guide clients through platform setup and deliver training.
• Analyze customer usage data to identify engagement opportunities.
• Provide basic technical support and build user relationships.

Skills

Technical Support

Customer Success

IT Literacy

Communication Skills

Empathy

SaaS Experience

Legal Sector Knowledge

Accountancy Sector Knowledge

Job description

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We are looking for a proactive Customer Success Specialist to help onboard new clients, provide platform training, and ensure a seamless user experience. You will play a key role in driving platform adoption, assisting clients with setup, and offering low-level technical support. Additionally, you will track customer engagement, identify areas for improvement, and contribute to refining the overall user journey.

Responsibilities:

• Guide new clients through the platform setup process and deliver Super User training.
• Ensure strong platform adoption among both new and existing users.
• Develop a deep understanding of customer workflows and advise on best practices.
• Analyze customer usage data to identify opportunities for engagement and flag customers at risk of churn.
• Identify and escalate recurring technical issues that impact the user experience or sales process.
• Build relationships with engaged users to create referrals and case studies.
• Provide basic technical support to existing clients.

Required Skills & Experience:

• Previous experience in a technical support, sales, or customer success role, ideally in a SaaS business.
• Strong IT literacy and ability to learn new software quickly.
• Excellent communication skills, with the ability to empathize with clients and explain technical concepts clearly.
• Experience or knowledge of the legal or accountancy sector (preferred but not essential).
• Professional and well-presented, with strong verbal and written English skills.
• Willingness to take on varied responsibilities as the team continues to grow.