Customer Success Representative

About the role

The Customer Success Representative will ensure an exceptional experience for our B2B clients throughout their journey. Working in a hybrid model, you will combine proactive outreach with responsive support to drive engagement, retention and commercial growth.

Key responsibilities

• Provide professional support via phone, email and digital channels.
• Handle enquiries related to orders, products, deliveries and account issues.
• Resolve customer problems efficiently while maintaining high satisfaction levels.
• Conduct outbound calls for onboarding, follow‑up and re‑engagement of inactive customers.
• Identify opportunities to recommend additional products and services.
• Support sales activities, including appointment coordination and sample requests.
• Maintain accurate records in the CRM system and document all interactions.
• Gather customer feedback and share market insights with Sales and Marketing.
• Monitor activity to spot retention and satisfaction improvement opportunities.
• Collaborate closely with Customer Success, Sales, Marketing and Operations teams.

Required profile

• Excellent spoken and written English.
• Additional European language skills (e.g., French, Dutch, German) are a plus.
• Previous experience in customer service, customer success, or sales support.
• Strong communication and relationship‑building abilities.
• Commercial awareness and ability to spot customer needs.
• Highly organised with attention to detail and ability to manage multiple priorities.
• Positive, proactive and solutions‑focused attitude.

Required skills

• Proficiency in Microsoft Office.
• Experience using CRM systems.

What we offer

• Hybrid working model (2–3 days in the Manchester office, remainder remote).
• Competitive salary of £30,000 per annum.