Customer Success Specialist £25,000 - £35,000 Bristol – Hybrid We are looking for a dedicated and proactive Customer Success Specialist to ensure our clients achieve maximum value from our product.
This role is ideal for someone who excels at client relationship management, has a deep understanding of client success strategies, and can drive retention and growth by focusing on client outcomes.
Key responsibilities include: Responsibilities: Client Onboarding & Demos : Lead the onboarding process for new clients, ensuring they are fully set up and trained on product features and best practices.
Set up and execution of SLAs.
Conduct product demos to showcase functionality and value, following up on leads to drive interest and engagement.
Building Relationships & Advocacy: Serve as the primary point of contact for clients and members, establishing trust-based relationships and regularly communicating to address needs and proactively resolve issues.
Act as the client's voice within the company, representing their feedback and needs to product, support, and leadership teams, and collaborating on product improvements that align with client insights.
Retention, Growth & Renewals: Identify at-risk clients and implement retention strategies to reduce churn.
Collaborate closely with clients to help them achieve desired outcomes and goals, while identifying upsell and cross-sell opportunities that align with their business objectives.
Proactively manage the renewal process, ensuring clients receive consistent value and addressing any concerns early to drive long-term partnerships.
Client Health Monitoring & Reporting: Track key performance indicators (KPIs) related to client health, engagement, and satisfaction, using data to identify trends and proactively address potential issues.
Provide management with regular updates on client satisfaction, churn risks, growth opportunities, and account performance, sharing success stories and insights with stakeholders.
Cross-Functional Collaboration & Issue Resolution: Work closely with sales, support, and product teams to ensure a seamless client experience, facilitating communication across departments to quickly resolve client issues.
Address and resolve client complaints and concerns promptly, offering creative solutions that maximize product value.
Client Education: Develop and deliver educational resources such as webinars, tutorials, and support articles, empowering clients to fully utilize the product and continuously improve their experience.
Qualifications: Proven experience in customer success, client relationship management, or account management.
Excellent communication skills and the ability to manage diverse client relationships.
Strong analytical skills to track and interpret client health metrics and make data-driven decisions.
A collaborative team player with a talent for resolving issues and working across departments.