About the Role

[Employer hidden — sign up to reveal] is looking for a confident and proactive Customer Success Lead to own and develop relationships with our customers. This role takes a relationship-led approach to customer success, ensuring customers feel supported, engaged and valued throughout their time with [Employer hidden — sign up to reveal]. You will take ownership of customer communication, check-ins and follow-up, working closely with Sales, Support, Operations and Marketing. This role suits someone who is comfortable taking the lead, starting conversations, and representing the business professionally and positively.

Key Responsibilities

• Proactively manage relationships with all active customers
• Lead regular customer check-ins and Quarterly Guardian Reviews
• Work closely with the Sales team to support growth opportunities within existing customers
• Confidently identify and discuss opportunities where additional services or improvements would add value
• Manage customer licensing and support accuracy around billing and commission
• Use Zoho Desk as part of the day-to-day activity and support the Support Manager when required
• Assist with ticket allocation and queue monitoring on an ad-hoc basis
• Gather customer feedback, reviews and case studies
• Collaborate across teams to maintain a joined-up customer experience

About You

• Confident communicating with customers and leading conversations
• Proactive by nature, comfortable taking ownership and initiative
• Experience in a customer-facing role such as customer support, client services, account support or similar
• Positive, calm and solutions-focused
• Organised, reliable and comfortable juggling problems
• Commercially aware, without being sales-driven

We welcome applications from people with non-linear career paths, including those returning to work.

Working at [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is a collaborative, people-focused business. We value honesty, respect and fairness, and we support each other as a team. The role is UK-based with a hybrid working pattern. Office attendance in Salisbury is required on Tuesdays.

Perks of the Job

• Competitive Salary
• Social Events
• Flexible Working
• Training & Development
• Incremental Holiday Allowance
• Support for mental health via Breeze
• 24 Hour GP access via Health Shield
• NEST Pension Scheme