Customer Success Specialist. Staines LilyLifestyle

We have an exciting opportunity for a Customer Success Associate to join a global technology company.

• Manage a large digital book of clients, providing value through scalable digital touchpoints such as automated emails, digital check-ins, and system notifications.
• Oversee digital onboarding for new clients, ensuring accounts are set up correctly and customers have the resources needed to succeed.
• Monitor product usage, license allocation, and adoption metrics via Gainsight to identify under utilization or at‑risk accounts.
• Proactively contact clients via email to share insights, optimization tips, and best practices to help them get the most from their subscription.
• Deliver digital Service Value Reviews (SVRs) and regular communications about new features, product updates, or business news.
• Handle most customer interactions via email, with occasional phone or virtual meetings when required.
• Manage hardware orders, replacements, and decommissioning requests, ensuring all Service Level Agreements (SLAs) are achieved.
• Collaborate closely with internal teams.
• Track and follow up on requests or escalations, coordinating with internal teams to maintain SLA compliance.

• 2 Years + Account Management, implementation, onboarding.
• Project Support or customer success experience.
• Experience using Salesforce or similar CRM software.
• Google suite product is desirable.
• Demonstrate the ability to be customer‑centric and detail‑oriented.
• Excellent communication skills both verbal and written.
• Highly organized and process driven. Resourceful and collaborative while balancing multiple priorities.

This role offers some remote working.