Customer Success & Onboarding Specialist

White Rose Education; Virginia (MN); On-site; USD 36,000 - 44,000; Full time

Benefits offered by this job

Generous holiday allowance

Benefits package

Job summary

White Rose Education is seeking a commercially minded Customer Success Specialist to own a defined portfolio of customers and drive ongoing value from our products and services. You will lead onboarding, monitor engagement and retention, and use customer insight to increase satisfaction, renewals and repeat business while collaborating across Product, Sales and Operations.

Based on-site in Halifax (HX2) with options to work from our second office Leeds, you will build trusted relationships and

Qualifications

• Minimum 1 year in a customer-facing role delivering high standard service.
• Experience handling customer queries through to resolution.
• Experience building positive relationships via phone and written channels.
• Experience working with customer information and maintaining accurate records.

Responsibilities

• Own a defined portfolio of customers, supporting engagement, satisfaction and retention.
• Lead onboarding of new customers and support early adoption of products and services.
• Monitor health metrics such as usage and engagement; respond to feedback.
• Identify at-risk customers and take proactive steps to strengthen relationships.
• Deliver regular customer engagement activities and targeted outreach.
• Provide timely, high-quality customer support across email and phone.
• Resolve customer queries and escalate when needed.
• Help customers realise value to support renewals and repeat business.
• Capture and analyse feedback to identify themes and improvement opportunities.
• Maintain accurate records of interactions, engagement and risk indicators.
• Collaborate with Product, Sales, Operations and Finance to improve the customer experience.
• Act as a voice of the customer to inform internal teams.

Skills

Customer service

Communication

Relationship building

Proactive

Problem solving

Organisation

Data literacy

Attention to detail

Product knowledge

Collaboration

Service measures

Tools

CRM

Job description

White Rose Education is seeking a commercially minded Customer Success Specialist to own a defined portfolio of customers and drive ongoing value from our products and services. You will lead onboarding, monitor engagement and retention, and use customer insight to increase satisfaction, renewals and repeat business while collaborating across Product, Sales and Operations.

Based on-site in Halifax (HX2) with options to work from our second office Leeds, you will build trusted relationships and