Customer Success Representative

About the role

We are looking for a Customer Success Representative to join our dynamic international B2B team in Manchester. You will play a key part in delivering an outstanding customer experience, supporting the entire customer journey from onboarding to retention.

Key responsibilities

• Provide professional support via phone, email and digital channels.
• Handle enquiries about orders, products, deliveries and account issues.
• Resolve problems efficiently while maintaining high satisfaction levels.
• Conduct proactive outbound calls to onboard new clients, follow‑up on enquiries and re‑engage inactive customers.
• Identify upsell opportunities and recommend additional products or services.
• Assist sales teams with follow‑up, appointment coordination, sample requests and campaign activities.
• Maintain accurate records in the CRM system and document all interactions.
• Gather customer feedback and share market insights with Sales and Marketing.
• Monitor customer activity to improve retention and satisfaction.

Required profile

• Excellent spoken and written English; additional European language(s) a plus.
• Previous experience in customer service, customer success, or sales support.
• Strong communication, relationship‑building and commercial awareness.
• Highly organised with great attention to detail and ability to juggle multiple priorities.
• Positive, proactive and solutions‑focused attitude.

Required skills

• Proficiency in Microsoft Office.
• Experience using CRM systems, preferably HubSpot.

What we offer

• Hybrid working model (2–3 days in the Manchester office, remainder remote).
• Competitive salary of £30,000 per annum.
• Opportunity to grow within an international B2B organisation.