Customer Success Specialist

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.