Customer Success Specialist

We are looking for a Customer Success Specialist to own a portfolio of UK customers and be their trusted partner across the whole journey, from onboarding through to long-term success. You will help firms get real value from Suite Files: guiding adoption, protecting retention, and spotting the moments where we can do more for them.

This is a hands-on customer success role, not a content or help-desk role. You will spend your time with customers: understanding how their firm runs, helping them get set up well, and making sure Suite Files keeps earning its place in the way they work.

What You Will Do

• Own a portfolio of Suite Files customers as their primary point of contact and trusted advisor across the full lifecycle.
• Guide new customers through a smooth, structured onboarding and deliver engaging training, so they get up and running quickly and confidently.
• Build strong relationships through regular reviews and check-ins, understanding each firm’s goals and how Suite Files supports them.
• Drive adoption and keep an eye on customer health, stepping in early when an account looks at risk.
• Identify and pursue growth opportunities across your portfolio, including upsell, cross-sell and expansion, and own renewals for your accounts.
• Bring the voice of the customer back to our product and CS teams, logging feedback and ideas that make Suite Files better.

What We Are Looking For

• 1 to 2 years in a Customer Success, Account Management or similar customer-facing role at a SaaS company.
• A relationship builder who can manage a portfolio and balance onboarding, retention and growth at the same time.
• Clear, confident communication, both written and spoken.
• Comfort learning complex software and translating customer needs into practical solutions.
• Experience keeping customer detail accurate and up to date in a CRM.
• Based in London and happy to work in a hybrid pattern, with occasional flexibility to connect with our New Zealand-based team.

Nice to have

• Experience supporting customers in a Microsoft 365 environment.
• A relevant tertiary qualification.

Why Suite Files

We are a small, ambitious team building something genuinely useful for firms that do important work. This role reports directly to our Chief Revenue Officer, so you will have real ownership and a direct line to how the business runs, and a hand in shaping how we do customer success as we grow in the UK.