Customer Success Team

Full-time, permanent position. The role is based in the UK, and the risr/ works remotely.

Salary: £40,000 - £50,000 (depending on experience) plus profit share.

Final date to receive applications:
20th February 2026

Our customers rely on the risr/ platform to deliver high-stakes assessments that really matter to institutions, professionals, and ultimately patient care. For our software to have the impact it’s designed for, customers need to be onboarded smoothly, configured well, and confident using it independently or as part of a managed service.

This role exists to make that happen not just through great training, but by designing clear, scalable learning and implementation experiences that enable customers to get up and running quickly, with minimal friction and minimal reliance on one-to-one support.

As a Training & Implementation Specialist, you’ll guide customers through the onboarding and implementation of our assessment solutions, with a particular focus on exam delivery (
risr/assess).

You’ll work closely with customers to understand their goals and processes, support them through change, configure the platform to meet their needs, and ensure their users are ready to launch with confidence.

Crucially, you’ll also help us move away from repeated, manual training by creating clear, solution-focused documentation and learning resources that make onboarding easier, faster, and more consistent for everyone.

Customer onboarding & implementation

• Lead customers through onboarding and implementation, from early discovery through to launch.
• Build on early discovery carried out with our solution specialists, capturing functional requirements and existing processes, so customers experience a seamless transition into onboarding
• Configure systems to support customer needs, working calmly through complexity where required.
• Support customers through change, recognising that new systems and processes can feel daunting.

Learning, enablement & documentation

• Design and maintain clear, practical learning and implementation resources (guides, walkthroughs, solution definitions, SOPs).
• Turn recurring customer questions and challenges into reusable documentation, learning collateral and system improvements.
• Reduce reliance on live granular training by enabling customers to self-serve confidently, allowing for more time to focus on the more complex areas of the implementation.
• Continuously improve onboarding materials based on customer feedback, usage patterns, and evolving product capabilities.

Training & support

• Deliver tailored training sessions where they add the most value, focusing on outcomes, not just features.
• Provide thoughtful support during critical moments (such as exam delivery), using good judgement to resolve, elevate, or enable as appropriate.
• Work alongside the wider Customer Success Team to triage and respond to support requests, always aiming to empower customers rather than create dependency.

Collaboration & improvement

• Work closely with internal teams, including business analysis, engineering and product, to surface trends, risks, and opportunities for improvement.
• Translate customer experience into clear insights that help improve our products, processes, and learning materials.
• Contribute to a calm, collaborative team culture that values ownership, clarity, and continuous improvement.

• Customers onboard smoothly and feel supported, not overwhelmed.
• Users understand how to use the platform confidently without needing repeated one-to-one training.
• Clear documentation and learning resources reduce friction, support tickets, and time to value.
• Customers feel trusted, capable, and well cared for throughout their journey with risr/.

We’re more interested in how you think and work than ticking every box, but experience that will help you succeed includes:

Essential

• Experience delivering system training or onboarding for end users.
• The ability to explain complex concepts clearly and adapt your approach for different audiences.
• A natural curiosity about customer goals, challenges, and motivations.
• Confidence in learning…