Customer Success Specialist

Customer Success Specialist

Location: Based on-site in Halifax (HX2) with options to work from our second office Leeds
Salary: £26,780-£32,960 per annum dependent on experience
Contract: Permanent

Help turn great customer experiences into lasting relationships

We are looking for a commercially minded Customer Success Specialist who will take ownership of a defined portfolio of customers and help ensure they get real, ongoing value from their relationship with White Rose Education.

This role is about much more than responding to customer queries. Customer success means understanding our customers, helping them get the most from our products and services and building the kind of relationships that mean they choose White Rose Education again and again.

You will be there from the start of the customer journey, leading onboarding and helping customers get up and running successfully. From there, you will build trusted relationships, monitor engagement, spot when customers may need additional support and take proactive action to keep them engaged.

Alongside providing excellent day-to-day support, you will use customer insight and data to understand what is working, identify customers who may be at risk of disengaging and take action to strengthen those relationships. Ultimately, your work will contribute directly to customer retention, renewals and repeat custom year after year.

If you enjoy building relationships, solving problems and taking ownership of customer success rather than simply waiting for the next query to arrive, this could be a great next step.

You will take ownership of a defined portfolio of customers, with responsibility for supporting their engagement, satisfaction and long-term retention.

That will include:

• Building strong and trusted relationships with customers and developing a clear understanding of their needs.
• Leading the onboarding of new customers, helping them get off to the best possible start and supporting early adoption of our products and services.
• Monitoring customer health using information such as usage, engagement, support activity and feedback.
• Identifying customers who may be at risk of disengaging or not returning to White Rose Education, and proactively taking steps to understand why and strengthen the relationship.
• Delivering regular customer engagement activity, including check-ins, usage reviews and targeted outreach.
• Providing knowledgeable, timely and high-quality customer support across email and telephone.
• Taking ownership of customer queries and issues, working through to resolution and escalating appropriately where required.
• Helping customers understand and realise the value they receive from White Rose Education, directly supporting renewal, retention and repeat business.
• Capturing and analysing customer feedback to identify common themes, emerging issues and opportunities for improvement.
• Maintaining accurate records of customer interactions, engagement, health status and risk indicators.
• Working closely with colleagues across Product, Sales, Operations and Finance to resolve issues and improve the overall customer experience.
• Acting as a voice of the customer internally, making sure useful customer insight reaches the teams who can act on it.

We want someone who can make an impact quickly, while building their knowledge and confidence over time.

In the early stages of the role, success will mean developing strong product knowledge, delivering consistently high-quality customer interactions and becoming confident handling a wide range of customer queries.

As you become established, success will increasingly be about the relationships you build and the customers you retain. You will know your customer portfolio,…