Customer Success Specialist

Type:
Full-time, Permanent

Location:

Fully remote
Time-zone: GMT / BST (UK)

Company Overview   Indico Labs, founded in 2018 and headquartered in London, is a fast-growing company delivering innovative data visualisation software and reporting services to the Market Research industry. We work with research agencies and insights teams to turn complex data into clear, compelling stories.

Role Overview   We are looking for a tech-savvy Customer Success with a background in Market Research to manage our post-sale customer journey.

In this role, you will be the bridge between our customers, product team, and founders. You will build seamless onboarding experiences, drive user engagement, manage technical support, and proactively prevent churn. By taking ownership of account management, technical onboarding, and day-to-day customer operations, you will enable our leadership team to focus on strategic growth while ensuring our clients get maximum value from our software and services.

The Interview Process   Short qualifying AI interview (15 mins)
Practical / Scenario-Based Task (1 hour)
Formal interview with CSO (1 hour)

What You'll Do  Onboarding & Implementation    Design Onboarding Workflows:
Build and refine scalable onboarding processes, training materials, and documentation for new clients.
Customer Enablement:
Lead hands-on onboarding sessions to guide market research teams through the platform until they are fully proficient and confident.
Technical Integration:
Partner with the Product team to implement custom data parsers and track product development for new features tied to deal commitments, keeping clients updated throughout.
Customer Success & Retention    Engagement & Usage Tracking:
Monitor platform usage metrics and bundle credit trackers to identify adoption trends, regularly sharing usage insights directly with clients.
Churn Prevention:
Spot early indicators of account decline and implement proactive retention strategies to secure account health.
Voice of the Customer:
Gather structured client feedback to inform our product roadmap, services, and educational content.
Content

Collaboration:

Work alongside sales and product leads to create user guides, best-practice workflows, and feature spotlight content.
Technical Support & Operations    Platform Troubleshooting:
Act as the first line of defense for technical issues, liaising with engineering to resolve bugs and keep customers updated.
Project Management & Quotes:
Manage custom project scopes and step in to handle escalated projects to keep deliverables on track.
CRM & Admin Ownership:
Maintain clean data across Hub Spot, including deal tracking, account status, usage logs, and customer records.
What We're Looking For    Market Research Background:
Prior professional experience in the Market Research industry, with a strong understanding of survey programming, data processing, or reporting workflows.
Tech-Savvy Mindset:
Comfortable navigating SaaS platforms, troubleshooting software issues, and learning the technical nuances of automated parsers.
Exceptional Communication:
Clear written and spoken English, with the ability to communicate complex technical concepts to both non-technical users and software engineers.
Systems & Tools:
Hands-on experience with CRM tools (ideally Hub Spot) and tracking account metrics/analytics.
Ownership & Agility:
A proactive, self-starter mindset suited for a fast-moving, seed-stage startup environment.

To apply:

To ensure you have fully read this job description, please use the job code "CS202" in your response to the first screener question.