Junior Customer Success Manager

Junior Customer Success Manager

Ashford, Kent - Hybrid, 2 days in the office and 3 from home
Salary: £25,000-£28,000

Are you the person customers trust to get things sorted? Do you enjoy building relationships, explaining how things work and making sure nothing gets forgotten? Would you like to build a career in customer success with a software company working with newspaper and magazine publishers around the world?

We are recruiting for a successful digital publishing technology company whose software helps publishers deliver content to readers through websites, mobile devices and apps.

They are looking for a Junior Customer Success Manager to help clients settle in, use their products confidently and get the most from the software.

You might already work in customer service, customer support or account management and be ready to take the next step. You will bring experience of looking after customers, clear communication and a willingness to learn. Experience within software or technology would be helpful.

What Will You Be Doing

Working alongside experienced Customer Success Managers, you will support a portfolio of publishing clients and become a friendly, reliable point of contact. You will get to know their teams, understand what they need and help keep things moving. That could mean helping a new client get started, arranging training, following up a support issue or checking how they are getting on with the product.

Your responsibilities will include:

• Building positive relationships through regular contact and check-ins
• Supporting new client onboarding, including scheduling, documentation and communications
• Helping clients use the software effectively through guidance and training
• Working with technical support and product teams to follow issues through to resolution
• Monitoring client usage and satisfaction, raising concerns early
• Helping senior colleagues prepare for renewals and client review meetings
• Recognising additional client needs and sharing opportunities with the relevant team
• Keeping client records accurate and passing feedback to the people developing the software

What Are We Looking For

You will ideally have at least a year's experience in a role where you regularly support customers or clients. This could be customer service, customer support, account management or customer success. More than anything, you will be someone who communicates clearly, takes ownership and does what they say they will.

You will also need:

• A friendly, professional approach, both over the phone and in writing
• Good organisation and attention to detail
• The confidence to ask questions and work with technical colleagues
• Comfort using everyday tools such as email, spreadsheets and presentations
• An interest in software and a desire to develop your career in customer success

Experience with CRM or ticketing systems would be useful, as would an interest in publishing, media or news.

Why Consider This Role

This is an opportunity to move beyond answering individual queries and start building ongoing client relationships. You will learn how a software business supports its customers, helps them achieve their goals and earns their continued business.

With experienced colleagues around you, you will develop your skills in client onboarding, training, relationship management and retention.