Customer Success Specialist

Convene; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in technology solutions seeks a Customer Success Specialist to manage customer relationships and drive engagement. This role involves onboarding, retention strategies, and upselling opportunities, requiring strong communication skills and experience in a SaaS environment. Join a dynamic team focused on customer satisfaction and long-term success.

Qualifications

• Experience in customer success or account management in a SaaS environment.
• Ability to analyze customer usage data for actionable insights.
• Experience with webinar hosting and community engagement is desirable.

Responsibilities

• Organize customer webinars and analyze feedback for improvement.
• Conduct customer usage analysis to identify upsell opportunities.
• Engage with customers via various channels to ensure success.

Skills

Communication

Interpersonal skills

Customer relationship management

Data analysis

Upselling strategies

Tools

HubSpot

Job description

As an Azeus Convene Customer Success Specialist, you will be the dedicated Account Manager for your assigned customers, overseeing their entire journey and serving as the initial point for escalation. You will work closely with our Sales, Marketing, and Support teams to drive customer engagement, retention, and expansion. You will ensure customers are fully utilizing Convene during post-sales implementation. Reporting to the Head of Customer Success in Europe, you will be responsible for onboarding, growth, customer relationship management, and retention of your allocated accounts.

Additionally, you will proactively engage with existing customers to help them derive maximum value from Convene, while identifying opportunities for upselling based on data-driven insights. Your goal is to build strong, lasting relationships that drive customer satisfaction, loyalty, and long-term success.

Requirements

Role and Key Responsibilities

Customer Engagement & Retention

• Organize and host customer webinars to share best practices, showcase new features, and demonstrate real-world applications of Convene.
• Actively contribute to LinkedIn groups, fostering discussions and encouraging knowledge-sharing among customers.
• Analyze customer feedback from webinars, LinkedIn groups, and direct interactions to identify trends and areas for improvement.
• Ensure customers receive continuous training and guidance to maximize their use of Convene, improving retention rates.
• Engage regularly with existing customers to guide them through the implementation process from start to finish, ensuring success.

Strategic Upselling & ABM Approach

• Conduct regular customer usage analysis to assess how customers interact with Convene and identify opportunities for expansion.
• Collaborate with Sales and Marketing to implement a “few-to-few” Account-Based Marketing (ABM) approach, tailoring upsell recommendations based on purchasing behavior of similar customers.
• Provide customer success reviews to highlight underutilized features and suggest add-ons that align with business needs.

Operational & Reporting Responsibilities

• Engage with existing customers via email, phone, remotely, and on-site if required, providing proactive and timely responses to their requirements.
• Develop customer success reports, tracking engagement levels, feature adoption, and potential upsell opportunities.
• Produce blog content on new and existing Convene features, showcasing how customers can enhance their usage.
• Update and manage HubSpot CRM, ensuring accurate records of customer interactions and upselling potential.
• Attend conferences and exhibitions to engage with prospective and existing customers.

Required Skills & Qualifications

• Strong communication and interpersonal skills, with the ability to build long-term customer relationships.
• Experience in customer success, account management, or sales within a SaaS or technology-driven environment.
• Ability to analyze customer usage data and translate insights into actionable retention and upsell strategies.
• Proficiency with CRM tools such as HubSpot and familiarity with ABM methodologies is a plus.
• Experience with webinar hosting, content creation, or community engagement is desirable.