Customer Success Specialist

Salary: £19,000 - 23,300 per year

• Confident and friendly communicator, both verbal and written, including online communication
• Previous experience in customer service is desirable
• Passion for tech, design, or the KBB (kitchen, bedroom, bathroom) industry
• Ability to thrive in a fast-paced, team-oriented environment
• Strong academic background, A-level or equivalent
• Ambitious, adaptable, and eager to learn
• A-Level or equivalent is required
• Customer service experience of 1 year is preferred
• English language proficiency is required
• Ability to commute to or relocate to Watford WD18 before starting work is required
• United Kingdom work authorisation is required

• Process inbound enquiries from customers and suppliers via telephone, email, and other communication channels, using CRM systems accurately
• Provide first-line and second-line technical support to users of ArtiCAD software and other Group products, helping identify and resolve common issues
• Deliver one-to-one online customer training on ArtiCAD software and other relevant Group products when up-skilled to do so
• Perform sales and office administration duties, including updating customer records and confirming training bookings
• Use ArtiCAD design software daily, developing and maintaining expert product knowledge
• Contact customers periodically to assess satisfaction, answer queries, and conduct courtesy calls
• Test new software releases, updates, and enhancements, reporting findings to the Development Team and updating the bug tracker or relevant systems as required
• Assist wider ArtiCAD Group teams with customer queries and support requirements
• Assist the Customer Success Manager in evaluating and improving Customer Success activities, services, and processes
• Provide support and online training across the wider ArtiCAD Group product portfolio, ensuring a consistent and high-quality customer experience
• Support online customers by setting up and configuring products following server migrations, maintenance, or recovery activities, and by downloading and installing catalogues where required
• Download and apply product software updates upon customer request
• Maintain accurate records of customer interactions, training activities, and support cases

• CRM
• Support
• VR
• Python
• REST

We are ArtiCAD, part of the SHD Group, a fast-growing, multi-award-winning software company based in Watford. We create innovative CAD software, VR solutions, and online applications for kitchens, bedrooms, and bathrooms, helping designers, retailers, and manufacturers drive sales, manage installations, and deliver world-class customer experiences online, in-store, and in the home. We offer a collaborative and inclusive culture, value fresh ideas and innovation, and support community initiatives and work experience schemes.

Benefits include company events, company pension, cycle to work scheme, employee discount, on-site parking, private dental insurance, private medical insurance, store discount, and work from home. This is a full-time, hybrid remote role in Watford WD18.

last updated 36 week of 2026