Customer Success Representative

Manchester

Ref: 783UK

A dynamic and growing international B2B organisation with a strong presence across Europe. The business is committed to delivering an outstanding customer experience while building long-term customer relationships and supporting commercial growth through a collaborative and customer-focused approach.

Customer Success Representative
Location: Manchester
Hybrid working: 2–3 days in the office, remainder working from home
Salary: £30,000 per annum
Ref: 783UK

Main duties:
To deliver an exceptional customer experience while supporting customer success, engagement, retention and commercial growth throughout the customer journey.

The role:
– Deliver professional and responsive customer support via phone, email and digital channels
– Handle customer enquiries relating to orders, products, deliveries and account support
– Resolve customer issues efficiently, ensuring a high level of customer satisfaction
– Conduct proactive outbound customer calls to support onboarding, follow up on enquiries, strengthen customer relationships and re-engage inactive customers
– Identify opportunities to recommend additional products and services to maximise customer value
– Support sales activities through customer follow-up, appointment coordination, sample requests and campaign activity
– Maintain accurate CRM records and ensure all customer interactions are documented
– Gather customer feedback and share market insights with Sales and Marketing teams
– Monitor customer activity and identify opportunities to improve retention and customer satisfaction
– Collaborate closely with Customer Success, Sales, Marketing and Operations teams to ensure a seamless customer journey

– Excellent spoken and written English is essential
– Additional European language skills, such as French, Dutch or German, would be an advantage
– Previous experience in customer service, customer success, customer experience or sales support
– Confident managing both inbound customer enquiries and proactive outbound customer engagement
– Strong communication and relationship-building skills
– Commercially aware with the ability to identify customer needs and opportunities
– Highly organised with excellent attention to detail and the ability to manage multiple priorities
– Proficient in Microsoft Office and comfortable using CRM systems
– Positive, proactive and solutions-focused approach
– Experience within a B2B environment would be advantageous
– Experience with HubSpot or a similar CRM system is desirable

£30,000 per annum