Hybrid Customer Success Specialist — Onboarding & Growth

Black Nova Group; City Of London; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A growing startup in construction technology is seeking a Customer Success Representative to enhance customer satisfaction and ensure onboarding success. In this hybrid role, you'll develop strong relationships with customers, manage their expectations, and facilitate training and support to foster long-term engagement. The ideal candidate will have excellent spoken English, exceptional interpersonal skills, and a passion for customer success.

Benefits

High-impact role in a fast-growing startup

Autonomy and responsibility from day one

Close collaboration with founders and teams

Opportunities for growth into leadership

Culture valuing feedback and shared success

Qualifications

• Fluent in English, able to communicate with international customers.
• Experience in building and maintaining customer relationships.
• Skilled in setting and managing customer expectations effectively.
• Ability to solve problems and think critically to prevent future issues.
• Self-starter capable of managing tasks independently.
• Familiar with B2B SaaS platforms, advantageous experience.
• Desire to learn customer industries and challenges.
• Ability to use data to assess customer engagement.

Responsibilities

• Lead onboarding journey for new customers.
• Manage a portfolio of customer accounts for satisfaction.
• Deliver training and share best practices with customers.
• Monitor customer activity for potential risks and issues.
• Capture feedback and influence product directions.
• Keep internal systems organized and updated.
• Collaborate across functions for a seamless experience.
• Refine internal processes and tools for efficiency.
• Stay updated on AI and automation trends.

Skills

Excellent Spoken English

Strong Interpersonal & Relationship Management Skills

Customer Expectation Management

Problem Solving & Critical Thinking

Autonomous & Accountable

SaaS/Software Experience

Curiosity & Willingness to Learn

Analytical Thinking

Tools

Monday.com

Freshdesk

Job description

A growing startup in construction technology is seeking a Customer Success Representative to enhance customer satisfaction and ensure onboarding success. In this hybrid role, you'll develop strong relationships with customers, manage their expectations, and facilitate training and support to foster long-term engagement. The ideal candidate will have excellent spoken English, exceptional interpersonal skills, and a passion for customer success.