About this role

Supporting a portfolio of small to mid-sized customer accounts under guidance from senior team members
Assisting with stakeholder mapping to identify key users, decision-makers, and influencers within customer organisations
Taking part in regular customer check-ins, health reviews, and success milestone tracking
Supporting customer onboarding activities, including initial training and product configuration
Monitoring customer usage and adoption data to help identify risks or opportunities for improvement
Maintaining accurate and up-to-date customer records, interactions, and renewal information within Salesforce
Escalating at-risk accounts or complex issues to senior colleagues in a timely and structured way
Collaborating with Sales, Support, Product, and Finance teams to ensure a consistent customer experience

Experience in a customer-facing role such as customer service, support, or sales
Comfortable communicating with a wide range of stakeholders
Enjoy building relationships and helping customers achieve their goals
Organised and able to manage multiple priorities in a fast-paced environment
Experience using CRM systems; Salesforce experience considered an advantage
Confident using Microsoft Office tools, particularly Excel
Show curiosity, learning agility, and a collaborative mindset when working with colleagues and customers

Associate Customer Success Manager

Key skills