Customer Success Representative

Role Overview

• Customer Onboarding: Manage the end-to-end onboarding process for new accounts, ensuring a smooth transition from Sales to Customer Success.
• Account Activation: Drive customers to send their first shipment as quickly as possible, removing blockers and ensuring full system setup and readiness.
• Spend Realisation: Proactively manage accounts to ensure customers hit their forecasted monthly revenue targets, identifying gaps and taking corrective action where needed.
• Retention & Churn Reduction: Monitor account health, identify early warning signs of disengagement, and take proactive steps to mitigate churn risk.
• Quarterly Business Reviews (QBRs): Conduct structured QBRs with customers to review performance, ROI, shipping data, growth opportunities, and optimisation strategies.
• Customer Engagement: Maintain regular contact with accounts via phone, email, and video calls to strengthen relationships and drive long-term value.
• Cross-Functional Collaboration: Partner with Sales, Operations, Finance, and Product teams to resolve issues, improve processes, and advocate for customer needs.
• Upsell & Growth Support: Identify expansion opportunities and support upsell or cross-sell initiatives in collaboration with the Customer Success Manager.
• CRM Management: Maintain accurate records of customer interactions, revenue performance, activation status, and risk indicators within the CRM.
• Performance Metrics: Meet or exceed activation, revenue realisation, retention, and engagement targets set by the Customer Success Manager.

Requirements

• Experience: Minimum 3 years of experience in Customer Success, Account Management, Customer Support / Service, or a related client-facing role (SaaS or logistics experience preferred but not required).
• Commercial Awareness: Comfortable discussing revenue targets, performance metrics, and business outcomes with customers.
• Communication: Strong verbal and written communication skills in English, with the ability to build rapport and deliver structured business reviews.
• Customer-Centric Mindset: Passionate about helping customers succeed and committed to delivering measurable value.
• Organisational Skills: Strong time management and prioritisation skills to manage multiple accounts simultaneously.
• Problem-Solving: Proactive and solution-oriented, able to identify issues and drive resolution quickly.
• Tech Savvy: Proficient with CRM systems (e.g., Salesforce, HubSpot) and comfortable learning SaaS platforms and logistics systems.
• Self-Motivated: Results-driven with the ability to work independently in a fully remote environment.

Benefits

• Clear progression path within a fast-growing company.
• Work Location: Fully remote, 9:00 am to 5:30 pm Mon-Fri (GMT).
• Paid Holidays: Enjoy paid UK holidays throughout the year, 15 days of holiday per year + your birthday off.
• Inclusive Culture: Be yourself and thrive in our casual and upbeat environment.
• You need a minimum 20 MB broadband line, and your own PC/Laptop.