Customer Success Specialist

Actively Reviewing the Applications

White Rose Education

1–2 years

Posted 3 days ago • Apply by June 11, 2026

Job Description

Location: Hybrid (Halifax/Leeds/Remote)

Salary: £26,000-£28,000

Contract: Fixed Term (One Year)

We are looking for a commercially focused Customer Success Specialist to manage and develop customer relationships, driving retention, engagement and long-term value while delivering high-quality day-to-day support.

This role sits at the heart of the customer lifecycle, ensuring customers are onboarded effectively, supported responsively and proactively engaged to maximise usage and reduce churn.

Key Responsibilities

Manage a defined portfolio of customers with accountability for retention, engagement and customer satisfaction
Monitor and maintain customer health scores, using data such as usage, engagement and support activity to assess risk
Proactively identify and manage at-risk customers, implementing actions to reduce churn
Lead onboarding for new customers, ensuring early adoption and a strong foundation for long-term retention
Deliver regular customer engagement activity (e.g. check-ins, usage reviews, targeted outreach)
Provide high-quality, timely customer support, resolving queries and issues efficiently
Capture, categorise and analyse customer feedback to identify trends and areas for improvement
Maintain accurate records of customer interactions, health status and risk indicators
Work closely with internal teams (Product, Sales, Operations, Finance) to resolve issues impacting customer experience
Support renewal activity by ensuring customers understand and realise value from our products and services

Requirements

Strong customer relationship management and communication skills
Commercial awareness, with understanding of retention and customer value
Ability to interpret data and identify patterns, risks and opportunities
Proactive and solutions-focused approach
Strong organisational skills and ability to manage multiple priorities
Experience in customer success, account management or customer support (desirable)

Success Measures

Customer retention and renewal rates within portfolio
Reduction in churn and at-risk accounts
Customer engagement and usage levels
Quality and timeliness of customer support
Customer feedback and satisfaction

Benefits

A meaningful role in a mission-led organisation making a real difference to teachers and learners
Collaborative and supportive team culture
Generous holiday allowance and benefits package
Opportunity to grow with a fast-scaling, values-driven company