Customer Success Specialist

Contract:

Fixed Term (One Year) |

Location:

Hybrid (Halifax/Leeds/Remote) | Salary: £26,000-£28,000

We are looking for a commercially focused Customer Success Specialist to manage and develop customer relationships, driving retention, engagement and long-term value while delivering high-quality day-to-day support.

This role sits at the heart of the customer lifecycle, ensuring customers are onboarded effectively, supported responsively and proactively engaged to maximise usage and reduce churn.

• Manage a defined portfolio of customers with accountability for retention, engagement and customer satisfaction.
• Monitor and maintain customer health scores, using data such as usage, engagement and support activity to assess risk.
• Proactively identify and manage at‑risk customers, implementing actions to reduce churn.
• Lead onboarding for new customers, ensuring early adoption and a strong foundation for long-term retention.
• Deliver regular customer engagement activity (e.g. check-ins, usage reviews, targeted outreach).
• Provide high-quality, timely customer support, resolving queries and issues efficiently.
• Capture, categorise and analyse customer feedback to identify trends and areas for improvement.
• Maintain accurate records of customer interactions, health status and risk indicators.
• Work closely with internal teams (Product, Sales, Operations, Finance) to resolve issues impacting customer experience.
• Support renewal activity by ensuring customers understand and realise value from our products and services.

• Strong customer relationship management and communication skills.
• Commercial awareness, with understanding of retention and customer value.
• Ability to interpret data and identify patterns, risks and opportunities.
• Proactive and solutions-focused approach.
• Strong organisational skills and ability to manage multiple priorities.
• Experience in customer success, account management or customer support (desirable).

• Customer retention and renewal rates within portfolio.
• Reduction in churn and at-risk accounts.
• Customer engagement and usage levels.
• Quality and timeliness of customer support.
• Customer feedback and satisfaction.

• A meaningful role in a mission‑led organisation making a real difference to teachers and learners.
• Collaborative and supportive team culture.
• Generous holiday allowance and benefits package.
• Opportunity to grow with a fast‑scaling, values‑driven company.