Customer Success & Onboarding Advisor (SaaS)

Customer Success & Onboarding Advisor (SaaS)

- Office Based - Leeds - £35,000 - £40,000 per annum, dependent on experience - 30 days holiday (increasing by one day per year of service, up to 35) + Bank Holidays + Work Anniversary Day Off - Excellent career growth opportunities in a thriving start-up environment - Benefits include Wellbeing Support, Bright Exchange Discounts, Free Onsite Parking & Regular Team Socials

We are proud to be partnered with a well-funded, ambitious and high-growth SaaS start-up to support their search for a proactive, tech-savvy and customer-facing Solutions Advisor to bridge the gap between customers, technology and product. This is a key hire, so our ideal candidate will be someone who thrives in a dynamic and evolving tech start-up environment.

Due to the nature of this role, candidates must have a full Right to Work in the UK, residing within a commutable distance to East Leeds. Please note that our client cannot offer visa sponsorship for overseas candidates.

The Role

This is a varied role where you’ll act as a technical guide, onboarding specialist and customer champion, supporting new prospects and existing customers across the entire lifecycle. You will work closely with businesses to understand their operational workflows and configure our client’s platform to support their processes.

Pre-Sales & Onboarding:

• Assist the sales team with discovery, demos, and technical Q&A.
• Support the setup and onboarding of new customers.
• Map customer workflows and processes to our client’s product features.

Customer Success & Support:

• Act as a technical point of contact for customers providing efficient, friendly, and solutions-oriented support.
• Deliver training, guidance, and education to maximise adoption and value.
• Troubleshoot issues and work cross-functionally with Product & Engineering to find resolutions.
• Champion customer needs internally, sharing feedback with the product team.
• Visiting customer sites nationally and hosting customer events at our client’s offices.

Key Skills & Experience

• A passion for SaaS, AI and technology with a natural curiosity for new and emerging trends.
• A proactive, can-do attitude and willingness to wear multiple hats in a fast-growing start-up environment.
• Experienced in customer success, onboarding or technical support, preferably within a SaaS-based environment.
• An understanding of REST APIs, webhooks and authentication methods (OAuth, API keys).
• Basic Data Handling & Transformation skills, able to manipulate structured/unstructured data (CSV & Excel) to enable system setup and troubleshooting.
• Exceptional communication skills with high emotional intelligence and strong ability to understand and support customer needs.
• Able to analyse and model customer workflows, translating operational processes into scalable product solutions.
• Experience working with CRM systems and other business software tools, with the ability to quickly learn new platforms.
• A self-starter with a positive mindset and an ability to offer a flexible approach to work.
• An ability to adapt quickly, prioritise tasks and take ownership of your work.
• Confident communicating customer feedback internally and constructively challenging ideas to improve the product and experience.
• Hold a clean UK driving licence with access to own vehicle.

Our client is on a mission to redefine how businesses communicate with their customers. Solving common pain points, their AI-powered platform streamlines workflows, connects multiple communication channels, and brings real automation to everyday administration and business operations. This is a unique opportunity to join a business at a truly exciting stage, providing you with rare access to groundbreaking technology, the opportunity to learn from proven founders and to shape the future of their business. Our client has a track record of promoting from within, so there is also huge potential to develop your career.