Customer Success Specialist

Location

Hybrid – Remote / Leeds – 3 days in office

Customer Success Specialist

Full-Time

Assured Data Protection is a global leader in data backup and disaster recovery managed services, specialising in safeguarding against data loss and downtime in the event of a disaster, cyber, or ransomware attack. Our fully managed services include immutable backup, disaster recovery, and cyber resiliency to protect data on-premises and in the cloud, with 24/7/365 expert support. We offer a flexible, consumption-based model to grow with your business, making data protection cost-effective and scalable.

Our purpose‑built software provides industry‑leading monitoring and reporting capabilities to provide actionable insights into your data protection strategy. Our global datacenters ensure data sovereignty, meeting your organisation’s compliance requirements. A dedicated team is always available to recover your data and minimise disruption in the event of a disaster.

The Customer Success Specialist (CSS) is responsible for delivering an exceptional customer experience that drives client satisfaction, retention, and growth. Serving as the primary point of contact, the CSS will proactively support customer business needs, build strong relationships, and identify opportunities to expand services and partnerships. Compensation for this role includes a base salary and performance‑based bonuses tied to the successful achievement of key performance indicators (KPIs).

• Build and maintain strong customer relationships, ensuring client needs are addressed promptly and effectively.
• Conduct regular service reviews to assess customer satisfaction, identify potential challenges, understand current and future business objectives, and uncover opportunities to expand services that align with customer goals.
• Manage and drive customer renewals, ensuring timely contract execution and maximizing customer retention.
• Monitor customer accounts proactively, addressing issues before they escalate and identifying opportunities to improve service delivery and account performance.
• Resolve complex customer concerns and disputes professionally, ensuring positive outcomes and preserving strong client relationships.
• Support customer engagement and marketing initiatives by communicating product enhancements, industry insights, and best practices.
• Maintain accurate and up‑to‑date records of customer interactions, service activities, and account‑related documentation.

• 2+ years prior experience in customer‑facing and/or sales roles.
• Excellent communication skills and the ability to understand the needs of the customers.
• Demonstrate analytical and problem‑solving skills.
• Strong organizational and time‑management skills.
• Knowledge of the corporate information technology (IT) space, any experience working with data backup, or IT Managed Services Providers (MSP) is a plus.
• Knowledge of customer service programs and CRM management programs, experience with Churn Zero and Hub Spot is a plus.
• Strong administrative technical skills with standard MS Office components including Word, Excel, and PowerPoint.

• Hybrid working options for flexibility
• Regular team‑building and off‑site company events.
• A dynamic, inclusive, and collaborative work environment

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays and flexible working practices to allow our employees to show up as their whole selves. We are an equal‑opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

If you have a disability or special need that requires accommodation, please do not hesitate to let us know. You must have the legal right to work in the UK at the time of application, as we are unable to offer visa sponsorship for this role.