Customer Success Manager

The Chartered Institute of Export & International Trade is seeking a Customer Success Manager to enhance the customer experience for their business clients. This role is responsible for ensuring seamless onboarding, proactive engagement, and overall customer satisfaction while supporting Business Development Managers in strategic relationships and revenue growth.

Responsibilities:

• Deliver a consistent, positive experience tailored to customer needs
• Work with the BDMs, the Sales & Marketing Director and Membership to agree focus customer relationships to develop
• Monitor customer satisfaction and proactively identify friction points
• Maintain strong professional relationships with operational contacts
• Work with the Membership team to agree focus business customers
• Review, improve and lead the onboarding process for new focus business customers
• Coordinate access to training, qualifications, and membership services
• Provide clear guidance on how to get value from our products and services
• Ensure documentation and setup steps are completed accurately and on time. Ensure customers understand renewal timelines and offerings
• Identify upsell opportunities and hand off to BDMs
• Ensure bookings, documentation, and customer records are kept up-to-date
• Coordinate training and qualifications administration with the Education team
• Coordinate invoicing and finance queries with the Finance team
• Ensure CRM records are accurate and up to date
• Work cross-functionally to remove friction for all of our customers and improve processes
• Track engagement metrics and identify improvement opportunities
• Provide structured insights including risks, needs and engagement history
• Maintain alignment with BDMs for a coordinated customer experience

Requirements:

• Strong experience in customer success management, account support or management, or customer experience roles
• Practical working experiences of Customs and International Trade
• Exceptional organisational skills with ability to manage multiple workflows
• Experience coordinating onboarding, training or operational delivery
• Strong communication and relationship-building skills
• Attention to detail and proactive problem-solving ability
• Commercial awareness with ability to spot opportunities and risks
• Strong administrative capability and CRM proficiency (ideally Microsoft Dynamics)