Customer Success Specialist

Location: Hybrid to Tunbridge Wells (2 days per week)

Here at VisionTrack, we’re on an exciting journey to empower businesses through innovation. We’re looking for a proactive and people-focused Customer Success Specialist (CSS) to join our growing team and help our SME customers succeed.

You’ll play a key role in driving adoption, managing renewals, and delivering measurable customer value through a combination of scalable programs and hands-on engagement. If you thrive on helping others succeed and enjoy turning customers into long-term advocates, we want to hear from you!

What You’ll Do

Lead onboarding and implementation for new SME customers, ensuring smooth deployment.
Deliver engaging customer training sessions and create self-service learning resources.
Manage a portfolio of SME accounts with a focus on retention, renewals, and satisfaction.
Identify upsell and cross-sell opportunities in collaboration with the Account Management team.
Run scalable success programs (webinars, playbooks, success toolkits).
Track key success metrics including adoption, renewals, NPS, and churn.
Partner with Marketing to develop case studies, testimonials, and customer stories.
Be the trusted point of contact for client inquiries and feedback.

What You’ll Bring

Experience delivering customer training (group or 1:1).
Excellent relationship-building, communication, and negotiation skills.
Strong organisation, planning, and time management abilities.
Data-driven mindset with experience tracking key success metrics.
Familiarity with CRM systems and MS Office.
Passion for customer success and continuous improvement.

Why Join VisionTrack?

Be part of a company that’s shaping the future of connected solutions.
Work with a passionate, collaborative, and innovative team.
Opportunities for professional growth and development.
Competitive compensation and benefits package.